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 170827 results
-
Decision Reference DRN-5771669
9 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5771669 The complaint Mr F has complained that his claim under a mobile phone insurance policy, provided through his NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) Reward Platinum account, was declined. Mr F says that the screen that was damaged on his phone was under ... (3 pages)View decision -
Decision Reference DRN-5807639
9 Sep 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5807639 The complaint Mrs B complains that J.P. Morgan Europe Limited trading as Chase (‘Chase’) won’t reimburse the funds she lost when she fell victim to a scam. What happened Mrs B says that she looked online and found an investment company I’ll refer to as T in this decision. S... (5 pages)View decision -
Decision Reference DRN-5640468
9 Sep 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5640468 The complaint Mr P is unhappy that Wise Payments Limited will not refund the money he lost as the result of an authorised push payment (APP) scam. Mr P has brought his complaint to this service through a representative. For ease I will refer solely to Mr P in this decision.... (4 pages)View decision -
Decision Reference DRN-5807617
9 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5807617 The complaint Mrs B complains that Revolut Ltd (‘Revolut’) won’t reimburse the funds she lost when she fell victim to a scam. What happened Mrs B says that she looked online and found an investment company I’ll refer to as T in this decision. She received a call from a repre... (5 pages)View decision -
Decision Reference DRN-5672812
9 Sep 2025 TSB Bank plc Not upheldConsumer CreditDRN-5672812 The complaint Miss B is unhappy that TSB Bank plc reported missed payments to her credit file. What happened In November 2024, Miss B contacted TSB as she was experiencing financial difficulty and couldn’t make the monthly payments due on her personal loan such that her loan... (3 pages)View decision -
Decision Reference DRN-5637838
9 Sep 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5637838 The complaint Miss H complains about the quality of a car that was supplied through a conditional sale agreement with Moneybarn No. 1 Limited (Moneybarn). What happened In June 2024, Miss H acquired a used car through a conditional sale agreement with Moneybarn. The car was ... (3 pages)View decision -
Decision Reference DRN-5771541
9 Sep 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5771541 The complaint Mr A is unhappy as he feels a car financed using a hire purchase agreement from Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Finance was misrepresented to him. What happened In September 2024 Mr A purchased a car financed by a hire purch... (2 pages)View decision -
Decision Reference DRN-5488492
9 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5488492 The complaint A company which I will refer to as ‘H’ complains that Revolut Ltd didn’t reimburse the transactions made by a fraudster which it says it didn’t agree to. The complaint is brought on H’s behalf by Mr H and the company is represented by a firm of solicitors. How... (8 pages)View decision -
Decision Reference DRN-5748410
9 Sep 2025 Elderbridge Limited UpheldMortgagesDRN-5748410 The complaint Mr and Mrs J complain that Elderbridge Limited did not tell them about the full balance they owed on a second charge loan. What happened In 2003, Mr and Mrs J took out a second charge loan with Firstplus. The total borrowing was £39,836.80 over a term of 20 yea... (3 pages)View decision -
Decision Reference DRN-5798264
9 Sep 2025 Santander UK Plc UpheldMortgagesDRN-5798264 The complaint Mr and Mrs K complain that Santander UK Plc didn’t make them aware that an agreed payment arrangement on their mortgage would impact their credit file. What happened Mr and Mrs K have a residential mortgage with Santander. They fell into financial difficulty i... (4 pages)View decision
