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-5531361
1 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5531361 The complaint Mr A complains that Santander UK Plc unfairly restricted his account and denied access to his funds while it did so. What happened Around November last year, Mr A complained to Santander after discovering his account had been restricted pending a review by the ... (3 pages)View decision -
Decision Reference DRN-5584816
1 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5584816 The complaint Mr S is unhappy that Lloyds Bank PLC, trading as MBNA, didn’t enable him to access his account via online banking or mobile banking app. Mr S also feels that he’s been charged interest on his account incorrectly. What happened Mr S opened an MBNA credit card ac... (3 pages)View decision -
Decision Reference DRN-5656746
1 Jul 2025 Santander UK Plc UpheldMortgagesDRN-5656746 The complaint Miss W complains about how Santander UK Plc handled her recent Data Subject Access Request (DSAR). What happened Miss W requested a DSAR from Santander. Santander sent copies of all the personal information it said it held for Miss W. But, when the information ... (2 pages)View decision -
Decision Reference DRN-5626535
1 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5626535 The complaint Mr S complains Monzo Bank Ltd recorded a marker against him at Cifas, a national fraud database and closed his account. He doesn’t think it’s treated him fairly. What happened A summary of what happened is below. Mr S had an account with Monzo. In October 202... (3 pages)View decision -
Decision Reference DRN-5358542
1 Jul 2025 Mortgage Agency Services Number Five Limited Not upheldMortgagesDRN-5358542 The complaint This complaint’s about a mortgage Miss T used to hold with Mortgage Agency Services Number Five Limited (hereafter referred to as MAS5). The complaint is comprised of four broad headings, which I summarise as follows 1. The interest rate applied between 2009 a... (4 pages)View decision -
Decision Reference DRN-5353453
1 Jul 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5353453 The complaint Ms M complains about the car she acquired from Motability Operations Limited (“Motability”) not being of satisfactory quality. What happened A new car was supplied to Ms M under a hire purchase agreement with Motability which was electronically signed for in Au... (4 pages)View decision -
Decision Reference DRN-5573492
1 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5573492 The complaint Mr V complains about how National Westminster Bank plc (‘NatWest’) handled his accounts when he was in prison. Mr V wants his loan balance written off and for defaults to be removed from his credit file. What happened Mr V is represented by Mrs C in this matt... (3 pages)View decision -
Decision Reference DRN-5501758
1 Jul 2025 Secure Trust Bank Plc Not upheldBanking and PaymentsDRN-5501758 The complaint Ms P complains that Secure Trust Bank Plc has incorrectly paid interest on her Individual Savings Account (ISA) to her, instead of adding it to the capital. What happened Ms P says she opened the two-year Secure Trust ISA account in January 2024 and was expecti... (2 pages)View decision -
Decision Reference DRN-5440879
1 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5440879 The complaint Ms D complains that National Westminster Bank Public Limited Company (NatWest) have irresponsibly lent to her. Ms D is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they... (3 pages)View decision -
Decision Reference DRN-5424402
1 Jul 2025 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5424402 The complaint Ms G complains Cabot Credit Management Group Limited aren’t very nice to deal with on the phone. She’s also unhappy about reference to her medication when she spoke to them. What happened Ms G has an outstanding debt which Cabot are servicing on behalf of the d... (2 pages)View decision
