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 381196 results
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Decision Reference DRN-5456148
11 Jul 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5456148 The complaint Mr A has complained about the quality of a car provided on finance by Lloyds Bank PLC. What happened Both parties are familiar with the events, so I’ll briefly summarise them here. Lloyds supplied Mr A with a used car on a hire purchase agreement in September ... (4 pages)View decision -
Decision Reference DRN-5447245
11 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5447245 The complaint Mr S complains HSBC UK Bank Plc (trading as first direct) didn’t do enough to protect him when he fell victim to a job scam. Mr S is being represented by a third party. However, to keep things simple, I will refer to Mr S throughout my decision. What happened T... (4 pages)View decision -
Decision Reference DRN-5687602
11 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5687602 The complaint Mr G complains Monzo Bank Ltd (“Monzo”): Restricted access to his account and requested he completes ID verification Recorded defaults in relation to Mr G’s outstanding overdraft balance, Flex and loan accounts Failed to put a hold on his accounts due to... (14 pages)View decision -
Decision Reference DRN-5660510
11 Jul 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5660510 The complaint Mr M complains that Santander UK Plc allowed his wife to close their joint account, having previously advised him that this wasn't possible. What happened I understand that Mr M and his wife are currently going through divorce proceedings. The parties had ... (2 pages)View decision -
Decision Reference DRN-5447229
11 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5447229 The complaint Mr S complains that Revolut Ltd (‘Revolut’) didn’t do enough to protect him when he was a victim of a job scam. Mr S is being represented by a third party. However, to keep things simple, I will refer to Mr S throughout my decision. What happened The background... (4 pages)View decision -
Decision Reference DRN-5682306
11 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5682306 The complaint Mr M complains that he hasn't been able to access the mobile app for Santander UK Plc since he got his new phone. What happened Mr M says that he was using the banking app and was happy with it until he got his new phone in September 2024. Since then, he&#... (2 pages)View decision -
Decision Reference DRN-5317130
11 Jul 2025 Frasers Group Financial Services Limited Not upheldConsumer CreditDRN-5317130 The complaint Mr L is unhappy with how long Frasers Group Financial Services Limited (“Frasers”) took to close his account after he requested it. What happened The parties are familiar with the background of this complaint – so I will simply summarise it here. On 24 January ... (3 pages)View decision -
Decision Reference DRN-5580338
11 Jul 2025 Acorn Insurance & Financial Services Ltd Not upheldInsuranceDRN-5580338 The complaint Mr B complains that Acorn Insurance & Financial Services Ltd (‘Acorn’) cancelled his car insurance policy. What happened In September 2023, Mr B took out a car insurance policy through Acorn, who are an insurance broker. In exchange for the policy, Mr B wa... (4 pages)View decision -
Decision Reference DRN-5671732
11 Jul 2025 Pepper (UK) Limited UpheldBanking and PaymentsDRN-5671732 The complaint G – a limited company – complains that Pepper (UK) Limited mis-calculated the redemption figure for its commercial mortgage. G says it’s paid too much as a result of this and is also unhappy with the explanation Pepper provided, which it says was not easy to un... (6 pages)View decision -
Decision Reference DRN-5681258
11 Jul 2025 Santander UK Plc UpheldMortgagesDRN-5681258 The complaint Mr and Mrs N have complained about their mortgage they hold with Santander UK Plc. They’ve said misleading information was given to them online which led to them making drawdowns from their mortgage account that they wouldn’t otherwise have made. What happened ... (12 pages)View decision
