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
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Decision Reference DRN-5753470
9 Sep 2025 The Mortgage Lender Limited UpheldMortgagesDRN-5753470 The complaint Mr K complains that The Mortgage Lender Limited (TML) unfairly recorded fraud markers after he applied for a mortgage. He asks that the fraud markers are removed. What happened Mr K applied to TML for a buy to let mortgage in late 2024. TML declined the applica... (3 pages)View decision -
Decision Reference DRN-5807095
9 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5807095 The complaint In February 2021, a limited company, which I’ll refer to as H made a £20,000 payment from its account with NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) in connection with an investment opportunity. Mr H and Mr M, who are directors of H, bring t... (10 pages)View decision -
Decision Reference DRN-5679024
9 Sep 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5679024 The complaint Mr K is unhappy PayPal UK Ltd recorded his account as in default. What happened My provisional decision of 21 August 2025 set out the background to this complaint: “Mr K held a PayPal credit account, which he discovered had been recorded as in default. Mr K c... (5 pages)View decision -
Decision Reference DRN-5605965
9 Sep 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5605965 The complaint Miss O complains that Bank of Scotland plc trading as Halifax misled her that she’d be able to port her mortgage when she moved home. This wasn’t the case and she had to pay an early repayment charge (ERC) and lost the benefit of the lower interest rate. Miss O... (4 pages)View decision -
Decision Reference DRN-5622929
9 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5622929 Complaint Mrs C is unhappy that Santander UK Plc didn’t reimburse her after she reported falling victim to a scam. Background In April 2024, Mrs C received a phone call from someone asking to speak to her husband. Sadly, her husband had passed away several years earlier. The... (3 pages)View decision -
Decision Reference DRN-5718189
9 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5718189 The complaint Miss O is unhappy that Monzo Bank Ltd recorded adverse information about her current account overdraft on her credit file. What happened Monzo closed Miss O’s current account with an outstanding balance owed on her overdraft. It wrote to her on 1 May 2024, tell... (2 pages)View decision -
Decision Reference DRN-5769436
9 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5769436 The complaint Mrs D complains about the service she received from Barclays Bank UK PLC. What happened Mrs D receives notifications in her Barclays App when a payment she has made to a retailer is being refunded i.e. when goods purchased from a retailer are returned. In May ... (3 pages)View decision -
Decision Reference DRN-5777779
9 Sep 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5777779 The complaint Mr and Mrs O’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 ... (13 pages)View decision -
Decision Reference DRN-5338932
9 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5338932 Complaint Miss B is unhappy that Santander UK Plc didn’t reimburse her after she fell victim to a scam. Although the losses occurred on a joint account between Miss B and Miss M, it was Miss B that fell victim to the scam and so I’ve referred to her in the text of this decis... (3 pages)View decision -
Decision Reference DRN-5503245
9 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5503245 The complaint Mrs M complains about the way that HSBC UK Bank plc has dealt with a credit that was made to her credit card account. What happened Mrs M used her HSBC credit card in February 2024 to make a payment of £772 to a retailer for some items. She returned those items... (4 pages)View decision
