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 4777 results
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Decision Reference DRN1013174
26 Jun 2014 Billing Finance Ltd UpheldBanking and creditMr and Mrs G complain about a car that was supplied to them through a hire purchase agreement with Billing Finance Ltd (Billing Finance). They say that the car has a much higher mileage than advertised and that they wouldn’t have agreed to take the car had they known its true mile... (5 pages)View decision -
Decision Reference DRN-2421604
23 Apr 2021 Acasta European Insurance Company Limited UpheldInsuranceDRN-2421604 The complaint Mr and Mrs D are unhappy Acasta European Insurance Company Limited turned down a claim they made on their wedding insurance policy. What happened Mr and Mrs D took out wedding insurance with Acasta for their wedding which was due to take place on 21 March 2020. On... (4 pages)View decision -
Decision Reference DRN-5542683
8 May 2025 National Savings and Investments UpheldBanking and PaymentsDRN-5542683 The complaint Mr C complains about the difficulties encountered in registering a Power of Attorney (POA) with National Savings and Investments (NS&I). He believes it’s behaved unreasonably towards him. Note Whilst this is Mr C’s complaint, I will refer to Mrs S as she ... (4 pages)View decision -
Decision Reference DRN-5169208
20 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5169208 Complaint Mrs M is unhappy that Santander UK Plc didn’t reimburse her after she told it she’d fallen victim to an investment scam. Background In 2020, Mrs M learned about an investment opportunity via a family member. The opportunity was provided by a company called Buy2LetC... (4 pages)View decision -
Decision Reference DRN-5287461
1 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5287461 The complaint Miss A complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost as a result of an Authorised Push Payment (‘APP’) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail here. But in... (4 pages)View decision -
Decision Reference DRN-3600041
8 Aug 2022 Bank of Scotland Plc Not upheldMortgagesDRN-3600041 The complaint Mr and Mrs D have complained that Bank of Scotland Plc (trading as Halifax) has unfairly declined their request for a mortgage term extension. To settle the complaint, Mr and Mrs D would like Halifax to grant the mortgage term extension. Mr D has dealt with the co... (4 pages)View decision -
Decision Reference DRN-2675585
12 Mar 2021 Metro Bank PLC Not upheldBanking and PaymentsDRN-2675585 The complaint Mr C complains, on behalf of W, that Metro Bank PLC won’t refund a disputed transaction made from their business account. What happened Mr C is the sole director of W. Mr C explains that a transaction for the amount of £6,641.76 was made from W’s account on the 24... (4 pages)View decision -
Decision Reference DRN7057239
3 Aug 2018 Barclays Bank Plc Not upheldBanking and creditMr H has complained that Barclays Bank Plc (“Barclays”) mis-sold him a number of packaged bank accounts. He paid a monthly fee for the accounts which provided several benefits in return.backgroundMr H has had a number of packaged bank accounts, some of which I’ve loo... (4 pages)View decision -
Decision Reference DRN-2163020
11 Dec 2020 Creation Financial Services Limited UpheldBanking and PaymentsDRN-2163020 The complaint Mr B complains that Creation Financial Services Limited (CFS) unfairly recorded a default about his account with credit reference agencies. He also complains about poor service provided by Creation Financial Services Limited. Mr B is represented by Miss B. What ha... (4 pages)View decision -
Decision Reference DRN-4696911
12 Jun 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4696911 The complaint Miss J complains about Santander UK Plc’s decision to remove the overdraft facility from her Graduate Current Account. What happened In August 2012, Miss J opened a Student Current Account with Santander. Near to the end of her studies, Miss J says she experienced... (4 pages)View decision