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 368546 results
-
Decision Reference DRN-5583400
12 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5583400 The complaint Mr B complains about the service he received from Santander UK Plc (“Santander”) when he received an email informing him he had an important document to read. Mr B believes the instructions on how to access the document were inaccurate. What happened On 21 June... (3 pages)View decision -
Decision Reference DRN-5159507
12 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5159507 The complaint Miss T complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) has not refunded the money she lost to what she believes was a scam. What happened Miss T was looking to buy a vehicle. She found one that matched her needs on a well-known websit... (3 pages)View decision -
Decision Reference DRN-5585652
12 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5585652 The complaint Mr T complains Monzo Bank Ltd (“Monzo”) restricted his account whilst it carried out a review causing him substantive distress, inconvenience, and embarrassment. Mr T adds that Monzo should have removed the blocks much sooner that it did as he had provided suff... (3 pages)View decision -
Decision Reference DRN-5338948
12 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5338948 The complaint Miss S complains that Revolut Ltd haven’t refunded money she lost to a job scam. The details of this complaint are well known to both parties. So, if there’s a submission I’ve not addressed; it isn’t because I’ve ignored the point. It’s simply because my findin... (2 pages)View decision -
Decision Reference DRN-5544158
12 Jun 2025 Kensington Mortgage Company Limited Not upheldMortgagesDRN-5544158 The complaint Ms J complains about the fees and charges which have been applied to her mortgage with Kensington Mortgage Company Limited (KMC). She is also unhappy with the mortgage balance and does not understand why this has increased. What happened Ms J took out an intere... (3 pages)View decision -
Decision Reference DRN-5353668
12 Jun 2025 Tranzfar Ltd Not upheldBanking and PaymentsDRN-5353668 The complaint Mr L complains Tranzfar Ltd unfairly blocked his account and returned funds to sender. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Mr L opened an... (3 pages)View decision -
Decision Reference DRN-4911135
12 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4911135 The complaint Miss S complains that HSBC UK Bank Plc (‘HSBC’) will not refund the money she lost when she fell victim to a scam. What happened The details of this complaint are well known to both parties, so I will not go into every detail of what happened here. But in summa... (3 pages)View decision -
Decision Reference DRN-5519727
12 Jun 2025 The Shepherds Friendly Society Limited UpheldInsuranceDRN-5519727 The complaint Ms C is unhappy that The Shepherds Friendly Society Limited declined a claim she made on her income protection policy. What happened Miss C took out an income protection policy in mid-September 2024. She claimed on the policy later that year, but the claim was ... (3 pages)View decision -
Decision Reference DRN-5460688
12 Jun 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5460688 The complaint Mr C complains that a car acquired under a hire purchase agreement with MotoNovo Finance Limited (“MotoNovo”) wasn’t of satisfactory quality when it was supplied to him. What happened The parties are familiar with the background of this complaint so I will onl... (4 pages)View decision -
Decision Reference DRN-5617801
12 Jun 2025 Larstal Limited UpheldBanking and PaymentsDRN-5617801 The complaint Miss D complains Larstal Limited, trading as Astropay, has blocked and closed her account and withheld money that was returned to her as a chargeback for goods she hadn’t received at the time – but subsequently has. To put things right, Miss D wants Astropay to... (4 pages)View decision
