We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 163568 results
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Decision Reference DRN-5453564
20 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5453564 The complaint Mr N complains Monzo Bank Ltd unfairly applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against his name after transactions he didn’t authorise occurred on his account. What happened The detailed background to thi... (4 pages)View decision -
Decision Reference DRN-5638363
20 Jun 2025 Intrum Mortgages UK Finance Limited UpheldMortgagesDRN-5638363 The complaint Mr F is unhappy with how the interest rate has varied on his buy-to-let (BTL) mortgage with Intrum Mortgages UK Finance Limited. Mr F states the interest rate rises have no relation to Intrum’s cost of funds and he feels the interest rate should track the Bank ... (7 pages)View decision -
Decision Reference DRN-5286608
20 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5286608 The complaint Miss P is unhappy that Santander UK Plc (“Santander”) won’t refund her the money she lost to a third-party scam. What happened The background to this complaint is set out in the investigator’s view of 8 January 2025 so I won’t repeat it all here. But briefly M... (3 pages)View decision -
Decision Reference DRN-5483487
20 Jun 2025 The Royal Bank of Scotland Plc Not upheldMortgagesDRN-5483487 The complaint Ms S’s complaint is about a mortgage account held with The Royal Bank of Scotland PLC trading as The One Account (and referred to here as RBS). Ms S says she was told by RBS on the telephone on 4 October 2024 that it had issued a final response letter (FRL) on... (4 pages)View decision -
Decision Reference DRN-5370224
20 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5370224 The complaint Mr M is complaining that Santander UK Plc didn’t do enough to prevent him from making payments to a scam. The complaint is brought on his behalf by a professional representative but for ease I’ll mainly refer to Mr M. What happened In 2021 and 2022 Mr M made pa... (2 pages)View decision -
Decision Reference DRN-5524907
20 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5524907 The complaint K complains that Barclays Bank PLC (Barclays) is refusing to refund it the amount it says was lost as the result of a scam. K is being represented by a third party. To keep things simple, I will refer to K throughout my decision. What happened The background of... (3 pages)View decision -
Decision Reference DRN-5610331
20 Jun 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5610331 The complaint Mrs U complains about Metro Bank PLC. She says that she has fallen victim to a scam and would like Metro to refund her the money she has lost as a result. What happened Mrs U unfortunately fell victim to a job scam - she was contacted by an individual claimin... (4 pages)View decision -
Decision Reference DRN-5086337
20 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5086337 The complaint Miss H complains that Barclays Bank UK PLC did not reimburse the funds she lost to a scam. What happened Miss H found a job advert on social media for a fully remote, flexible role. She got in contact with the company and agreed to start work with them reviewin... (2 pages)View decision -
Decision Reference DRN-5619063
20 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5619063 The complaint P had a business current account with Barclays that was blocked then closed and a CIFAS marker reported. P says the CIFAS was incorrect but was later removed. Mrs P is unhappy the account was blocked and closed and the impact the CIFAS has had on her, and the b... (5 pages)View decision -
Decision Reference DRN-5635620
20 Jun 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5635620 The complaint Mr and Mrs S’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and ... (16 pages)View decision
