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-5395887
19 Mar 2025 Topaz Finance Limited UpheldMortgagesDRN-5395887 The complaint Mr U complains that Topaz Finance Limited, trading as Rosinca Mortgages, wrongly told him that it wouldn’t consent to buy-to-let mortgage borrowers taking second charge secured loans. As a result, he says he was left with no choice but to redeem his buy-to-let ... (3 pages)View decision -
Decision Reference DRN-5400208
19 Mar 2025 Santander UK Plc UpheldMortgagesDRN-5400208 The complaint Miss K and Mr R’s complaint is about their former mortgage lender, Santander UK Plc. They are unhappy with its decisions and actions when their mortgage ended and they were unable to repay the capital owed. What happened Miss K and Mr R took out their mortgage ... (6 pages)View decision -
Decision Reference DRN-5122119
19 Mar 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5122119 The complaint Mr H complains about a new car he acquired through a conditional sale agreement with Santander Consumer (UK) Plc (‘Santander’). Mr H says that Santander is not being fair in how it has handled the rejection of the car due to some faults it had. He thinks the co... (4 pages)View decision -
Decision Reference DRN-4997498
19 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4997498 The complaint C complains about the way that Revolut Ltd dealt with a dispute it raised relating to an event that C had bought a ticket for. C explained that the event had been cancelled and it had not received a refund of the ticket price after cancellation. C is unhappy th... (3 pages)View decision -
Decision Reference DRN-5339737
19 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5339737 The complaint Mr L complains Nationwide Building Society (NBS) provided poor customer service when he sent an international payment from his account. What happened Mr L says in mid-August 2024 he sent an international payment to his daughter’s bank account in Denmark for £9,... (3 pages)View decision -
Decision Reference DRN-5369230
19 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5369230 Complaint Mr D has complained that National Westminster Bank Plc (“NatWest”) unfairly continued applying charges to his overdraft even when it was clear that he was in financial difficulty and failing to see a credit balance for an extended period. Background One of our inv... (3 pages)View decision -
Decision Reference DRN-5407786
19 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5407786 The complaint Miss A is unhappy that Revolut Ltd (‘Revolut’) won’t refund the money she lost after she fell victim to a scam. What happened I issued a provisional decision for this complaint on 4 March 2025. In it I set out the background and my proposed findings. I’ve incl... (9 pages)View decision -
Decision Reference DRN-5400496
19 Mar 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5400496 Complaint Miss N has essentially complained that TSB Bank plc (“TSB”) unfairly provided her with an overdraft that was unaffordable. She also says that it continued applying charges to her overdraft even after it should have realised that she couldn’t sustainably repay it. ... (6 pages)View decision -
Decision Reference DRN-5358870
19 Mar 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5358870 Complaint Mr S has complained about a credit card Marks & Spencer Financial Services Plc (trading as “M&S Bank”) provided to him. He says that the credit card and the subsequent limit increases were unaffordable for him and left him severely in debt which he has stru... (8 pages)View decision -
Decision Reference DRN-5288114
18 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5288114 The complaint Mr I and Mr W complain HSBC UK Bank Plc won’t provide written confirmation of payments they made from their account. What happened Mr I and Mr W have a joint account with HSBC and have done so for many years. Mr I and Mr W say they invested in property abroad a... (2 pages)View decision
