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 392389 results
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Decision Reference DRN-5881286
14 Oct 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5881286 The complaint Mrs P and Mr P complain that a cheque paid into their account with HSBC UK Bank plc trading as first direct was refused because the cheque was made payable to Mrs P in her known name rather than her forename. What happened Mrs P had a cheque which needed to be ... (3 pages)View decision -
Decision Reference DRN-5604981
14 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5604981 The complaint Mr M complains that Santander UK Plc (‘Santander’) blocked and closed his account. Mr M is also unhappy with Santander’s customer service and says it failed to communicate effectively with him. Mr M adds that he feels Santander has discriminated against him be... (5 pages)View decision -
Decision Reference DRN-5778747
14 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5778747 The complaint Mr O is unhappy that Revolut Ltd have refused to refund transactions he said he didn’t authorise. What happened Mr O contacted Revolut to dispute numerous transactions totalling around £1,500 to a merchant based in Dubai. All the payments were completed in just... (3 pages)View decision -
Decision Reference DRN-5805621
14 Oct 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5805621 The complaint Miss T complains that a car supplied to her under a conditional sale agreement with Santander Consumer (UK) Plc trading as Santander Consumer Finance (Santander) was of an unsatisfactory quality. What happened In August 2022, Miss T acquired a used car through a... (6 pages)View decision -
Decision Reference DRN-5842814
14 Oct 2025 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-5842814 The complaint Mr J complains Lowell Portfolio I Ltd are chasing him for a debt he says is statute barred. What happened Two accounts in the same name as Mr J were sold to Lowell by a company I’ll refer to as H on 27 April 2023. I understand both accounts were defaulted in 20... (2 pages)View decision -
Decision Reference DRN-5877757
14 Oct 2025 EUI Limited Not upheldConsumer CreditDRN-5877757 The complaint Mr C is unhappy that EUI Limited (EUI) recorded negative information on his credit file under a fixed sum loan agreement. What happened Mr C’s motor insurance policy automatically renewed in October 2022. It was arranged for the insurance policy to be paid for... (7 pages)View decision -
Decision Reference DRN-5360635
14 Oct 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5360635 The complaint Mr D complains that The Royal Bank of Scotland Plc (‘RBS’) won’t refund the money he lost to an investment scam. He’s represented in this complaint. To keep things simple, I’ll refer to Mr D throughout this decision. What happened The background is known to bot... (2 pages)View decision -
Decision Reference DRN-5881948
14 Oct 2025 ACI-UK LIMITED Not upheldConsumer CreditDRN-5881948 The complaint Mr C complains ACI-UK Limited haven’t proven he owes a debt they’re asking him to repay. A representative has supported Mr C in bringing this complaint, but for simplicity I’ll just refer to him in this decision. What happened I issued a provisional decision se... (8 pages)View decision -
Decision Reference DRN-5881619
14 Oct 2025 Accredited Insurance (Europe) Ltd UpheldInsuranceDRN-5881619 The complaint Mr M complained that Accredited Insurance (Europe) Ltd (“Accredited”) unfairly declined his claim for a storm damaged roof, and internal rainwater damage, under his home buildings insurance policy. What happened Mr M said that on 4 January 2025 his wife notice... (4 pages)View decision -
Decision Reference DRN-5778683
14 Oct 2025 Santander UK Plc Not upheldInvestmentsDRN-5778683 The complaint Mr B’s complaint is about a mortgage endowment policy that was assigned to a mortgage he had with Santander UK Plc. He is unhappy that when he needed Santander to confirm to the life assurance company that it no longer had any interest in the policy, it delayed... (3 pages)View decision