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 123440 results
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Decision Reference DRN-5256473
12 Jun 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5256473 The complaint A limited company, which I’ll refer to as S, complains that Santander UK Plc gave it incorrect advice regarding its bounce back loan (“BBL”), resulting in it going into arrears. S says the bank then bombarded it with calls and letters regarding arrears. S is re... (4 pages)View decision -
Decision Reference DRN-5130134
12 Jun 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5130134 The complaint Mrs A complains about the quality of a car she financed with CA AUTO FINANCE UK LTD (‘CF). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes with ... (4 pages)View decision -
Decision Reference DRN-5337455
12 Jun 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5337455 The complaint Mrs E complains Santander UK Plc unfairly registered a default against her and closed her account. What happened Mrs E held a Santander current account which opened in August 2018. In 2022 Mrs E started experiencing personal and financial challenges, and she ... (4 pages)View decision -
Decision Reference DRN-5469113
12 Jun 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5469113 The complaint Mr L, a sole trader, complains that HSBC UK Bank Plc should not have allowed him to have an arranged overdraft – and that it should not have allowed that overdraft to increase. What happened HSBC initially agreed an overdraft of £8,000 for Mr L on 21 August 20... (4 pages)View decision -
Decision Reference DRN-5611097
12 Jun 2025 AWP P&C S.A. UpheldInsuranceDRN-5611097 The complaint Miss C and Mr M complain that AWP P&C S.A. has turned down a cancellation claim they made on a travel insurance policy. What happened In August 2023, Miss C and Mr M booked a holiday abroad. They were due to travel to a country I’ll call T on 27 January 2024... (3 pages)View decision -
Decision Reference DRN-5578144
12 Jun 2025 Paratus AMC Limited UpheldMortgagesDRN-5578144 The complaint Mr M’s mortgage with Paratus AMC Limited trading as Foundation Home Loans has been paid by Miss E for some years. Miss E says she’s only recently discovered that paying at the end of the month costs her more, and she says Paratus should have told her this earli... (8 pages)View decision -
Decision Reference DRN-5617640
12 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5617640 The complaint Mr A complains that Monzo Bank Ltd (Monzo) was irresponsible in granting him a personal current account overdraft, as it was unaffordable for him. Mr A also complains that his relationship with Monzo was unfair as he was allowed to rely on high-cost debt, and t... (5 pages)View decision -
Decision Reference DRN-5619787
12 Jun 2025 Vitality Life Limited UpheldInsuranceDRN-5619787 The complaint Mr R is unhappy that Vitality Life Limited (Vitality) declined his income protection claim and applied a retrospective exclusion to his policy. What happened The background to this complaint is well-known to both parties. So, I’ve simply set out a summary of wh... (5 pages)View decision -
Decision Reference DRN-5324803
12 Jun 2025 Marsh Finance Limited UpheldConsumer CreditDRN-5324803 The complaint Miss W complains about the quality of a car she acquired using a hire purchase agreement provided by Marsh Finance Limited (‘Marsh Finance’). What happened In June 2023, Miss W entered into a hire purchase agreement with Marsh Limited to acquire a used car, fir... (5 pages)View decision -
Decision Reference DRN-5343141
12 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5343141 The complaint Mr P complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) hasn’t reimbursed the money he says he’s lost to a scam. What happened Mr P says he’s fallen victim to an investment scam. He became interested in investing with a company which I’... (5 pages)View decision
