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 164078 results
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Decision Reference DRN-5687602
11 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5687602 The complaint Mr G complains Monzo Bank Ltd (“Monzo”): Restricted access to his account and requested he completes ID verification Recorded defaults in relation to Mr G’s outstanding overdraft balance, Flex and loan accounts Failed to put a hold on his accounts due to... (14 pages)View decision -
Decision Reference DRN-5660510
11 Jul 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5660510 The complaint Mr M complains that Santander UK Plc allowed his wife to close their joint account, having previously advised him that this wasn't possible. What happened I understand that Mr M and his wife are currently going through divorce proceedings. The parties had ... (2 pages)View decision -
Decision Reference DRN-5447229
11 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5447229 The complaint Mr S complains that Revolut Ltd (‘Revolut’) didn’t do enough to protect him when he was a victim of a job scam. Mr S is being represented by a third party. However, to keep things simple, I will refer to Mr S throughout my decision. What happened The background... (4 pages)View decision -
Decision Reference DRN-5682306
11 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5682306 The complaint Mr M complains that he hasn't been able to access the mobile app for Santander UK Plc since he got his new phone. What happened Mr M says that he was using the banking app and was happy with it until he got his new phone in September 2024. Since then, he&#... (2 pages)View decision -
Decision Reference DRN-5317130
11 Jul 2025 Frasers Group Financial Services Limited Not upheldConsumer CreditDRN-5317130 The complaint Mr L is unhappy with how long Frasers Group Financial Services Limited (“Frasers”) took to close his account after he requested it. What happened The parties are familiar with the background of this complaint – so I will simply summarise it here. On 24 January ... (3 pages)View decision -
Decision Reference DRN-5671732
11 Jul 2025 Pepper (UK) Limited UpheldBanking and PaymentsDRN-5671732 The complaint G – a limited company – complains that Pepper (UK) Limited mis-calculated the redemption figure for its commercial mortgage. G says it’s paid too much as a result of this and is also unhappy with the explanation Pepper provided, which it says was not easy to un... (6 pages)View decision -
Decision Reference DRN-5681258
11 Jul 2025 Santander UK Plc UpheldMortgagesDRN-5681258 The complaint Mr and Mrs N have complained about their mortgage they hold with Santander UK Plc. They’ve said misleading information was given to them online which led to them making drawdowns from their mortgage account that they wouldn’t otherwise have made. What happened ... (12 pages)View decision -
Decision Reference DRN-5587864
11 Jul 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5587864 The complaint Mr K complains that HSBC UK Bank Plc won’t provide him with the specific reason it declined an application he made for a loan. What happened Mr K applied for a £50,000 loan with HSBC. His application was declined, and he was told that it was a declined as a re... (2 pages)View decision -
Decision Reference DRN-5355235
11 Jul 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5355235 The complaint Miss S complains about the outstanding amount owed under a fixed sum loan agreement, taken out in her name with Clydesdale Financial Services Limited. Throughout Miss S’s complaint she has been represented by a family member. But for ease, I’ll just refer to Mi... (4 pages)View decision -
Decision Reference DRN-5296565
11 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5296565 The complaint A company which I’ll call ‘N’ complains that Barclays Bank UK Plc won’t reimburse the money it lost as a result of fraudulent transactions from its account. The complaint is brought on N’s behalf by its director, Mr R. What happened Both parties are aware of ... (6 pages)View decision
