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 5443 results
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Decision Reference DRN-5762089
10 Sep 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5762089 The complaint Mr and Mrs L have complained about the way Admiral Insurance (Gibraltar) Limited (Admiral) have handled the cancellation of the home insurance policy they held with them. What happened The details of what happened are well known to both parties, so I will just ... (2 pages)View decision -
Decision Reference DRN-4195168
28 Jun 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4195168 The complaint Miss M complains that Barclays Bank UK PLC trading as Barclaycard lent to her irresponsibly. What happened In December 2012 Miss M applied for a credit card account with Barclaycard. Barclaycard approved the application and gave Miss M a card with an initial credi... (2 pages)View decision -
Decision Reference DRN9328321
13 Feb 2019 Santander UK Plc UpheldBanking and creditMr H complains that Santander UK plc has unfairly applied charges to his account since 2015. He also complains about how it dealt with an appointment he had with it.background Mr H says the charges amount to about £990 and have caused him financial difficulties. He... (2 pages)View decision -
Decision Reference DRN6859447
7 Feb 2019 HSBC UK Bank Plc Not upheldBanking and creditMr S complains that HSBC UK Bank Plc allowed him to withdraw money from his account without identification or his debit card.Mr S is represented by his father in bringing this complaint. But for clarity – I’ll refer to all submissions as being made by him directly.bac... (3 pages)View decision -
Decision Reference DRN7147320
21 Dec 2016 Santander UK Plc Not upheldBanking and creditMiss A’s complained Santander UK Plc won’t refund transactions she said she didn’t make.backgroundMiss A disputed several transactions to a merchant - an online gambling website. The transactions were made between 7 and 17 May with her debit card. She denied making... (2 pages)View decision -
Decision Reference DRN6283715
6 Sep 2013 Barclays Bank Plc Not upheldBanking and creditMr A complains that Barclays Bank Plc has not refunded transactions that he says he did not make or authorise.backgroundMr A told Barclays that his debit card had been stolen and that several withdrawals and retail payments had been made without his knowledge or permission. He said he ... (2 pages)View decision -
Decision Reference DRN-3104541
15 Dec 2021 TFS Loans Limited UpheldConsumer CreditDRN-3104541 The complaint Mr P complains that TFS Loans Limited (“TFS Loans”) lent him a loan he couldn’t afford. What happened The details of this complaint are well known to both parties, so I won’t repeat them all again here. TFS Loans lent Mr P a loan of £5,000 in July 2017, this is no... (2 pages)View decision -
Decision Reference DRN2411416
5 Apr 2018 Trusted Cash Limited Not upheldBanking and creditMr H complains that Trusted Cash Limited (trading as Trusted Quid) gave him loans that he couldn’t afford to repay.backgroundMr H was given two loans by Trusted Quid. Both loans were for £250 and due to be repaid over the following six months. His first loan was ta... (2 pages)View decision -
Decision Reference DRN4717162
15 Jun 2017 Canada Square Operations Limited Not upheldBanking and creditMr H complains that Canada Square Operations Limited (formerly known as CitiFinancial Europe Plc) lent to him irresponsibly. backgroundIn 2007 Mr H took out a loan with Canada Square for £10,000. In 2016 he complained, saying he shouldn’t have been given the loan. This w... (2 pages)View decision -
Decision Reference DRN-5705692
29 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5705692 The complaint Mr D complains that Monzo Bank Ltd did not treat him fairly when he needed help from it. What happened Mr D says he asked Monzo for help in March 2024, but he wasn’t treated fairly or given appropriate support. He says the compensation paid by Monzo doesn’t go ... (2 pages)View decision