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-5744342
10 Oct 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5744342 The complaint Mr B has complained that TSB Bank PLC (“TSB”) sent him an unencrypted email that contained sensitive personal information. What happened Mr B had difficulties using the cheque payment feature on TSB’s app. As a result, Mr B submitted a complaint online. When he... (2 pages)View decision -
Decision Reference DRN-5494554
10 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5494554 The complaint M, a limited company, complains that Monzo Bank Ltd won’t refund a payment made as part of a scam. The complaint has been brought by its director, Mrs L. What happened In December 2023, Mrs L received a call purportedly from Monzo’s fraud team about suspicious... (4 pages)View decision -
Decision Reference DRN-5732650
10 Oct 2025 Salary Finance Loans Limited Not upheldConsumer CreditDRN-5732650 The complaint Mr R complains that Salary Finance Loans Limited failed to write off his outstanding debt, following completion of a Debt Relief Order (DRO). What happened Mr R held a personal loan with Salary Finance. Following a period of financial difficulty, in February 2... (3 pages)View decision -
Decision Reference DRN-5875937
10 Oct 2025 Santander UK Plc UpheldMortgagesDRN-5875937 The complaint Mr P complains that Santander UK Plc hasn’t done enough to put matters right after recording fraud markers related to a mortgage application. He asks that it offers him a mortgage and/or pays compensation. What happened Mr P had a mortgage with another lender. ... (4 pages)View decision -
Decision Reference DRN-5605836
10 Oct 2025 Carcashpoint Limited Not upheldConsumer CreditDRN-5605836 The complaint Ms C complains CarCashPoint Limited (CCP) irresponsibly lent to her because it provided her with credit which she couldn’t afford. What happened Ms C entered into a fixed sum loan agreement secured against her car (a logbook loan) with CCP on 4 August 2023. Th... (8 pages)View decision -
Decision Reference DRN-5870260
10 Oct 2025 Black Horse Limited Not upheldConsumer CreditDRN-5870260 The complaint Mr G complains that Black Horse Limited provided him with an unaffordable regulated hire purchase agreement. Mr G’s complaint has been brought by a professional representative, but for ease I’ve referred to all submissions as though they are his own. What happ... (4 pages)View decision -
Decision Reference DRN-5824101
10 Oct 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5824101 The complaint Mr E complains about Zurich Insurance Company Ltd (Zurich) and the service he received after he was involved in a road traffic accident and made a claim on his commercial motor insurance policy. What happened Mr E was involved in an accident in May 2024. He sa... (4 pages)View decision -
Decision Reference DRN-5415397
10 Oct 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5415397 The complaint Mr C complains HSBC UK Bank Plc won’t refund the money he says he lost to a scam. What happened Mr C was recommended a sports betting investment company, “X” by a friend who had invested with them – including withdrawing funds. Mr C says he looked into X, inclu... (3 pages)View decision -
Decision Reference DRN-5452279
10 Oct 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5452279 The complaint Mrs O and Mr R are unhappy that Nationwide Building Society (“Nationwide”) won’t refund the money they lost to an investment scam. What happened The background to this complaint is well known to both parties so I won’t repeat everything in detail again here. Ho... (5 pages)View decision -
Decision Reference DRN-5817112
10 Oct 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5817112 The complaint Mr P complains about the quality of a car supplied to him by N.I.I.B Group trading as Northridge Finance (“Northridge”). What happened Mr P has been represented to bring this case to our service, but for simplicity, I will always refer to Mr P. Mr P acquired a ... (3 pages)View decision