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-5813375
10 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5813375 The complaint Ms B complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) hasn’t refunded the money she believes she lost to an authorised push payment (‘APP’) scam. What happened The circumstances of the complaint are well-known to both parties. So, I d... (5 pages)View decision -
Decision Reference DRN-5833859
10 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5833859 The complaint Mrs P complains that Barclays Bank UK PLC trading as Tesco Bank declined her disputed transaction claim. What happened In January 2024 Mrs P purchased a second-hand car from a dealership and paid £4350 using her Tesco Bank credit card. In October 2024 Mrs P too... (3 pages)View decision -
Decision Reference DRN-5700299
10 Oct 2025 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5700299 The complaint Mr K complains about Accredited Insurance (Europe) Ltd’s (“Accredited”) decision to cancel his car insurance policy when it said he’d been speeding. What happened Mr K had a car insurance policy with Accredited, the terms of which required him to have a telemat... (3 pages)View decision -
Decision Reference DRN-5696356
10 Oct 2025 Salad Finance Limited Not upheldConsumer CreditDRN-5696356 The complaint Miss W complains that Salad Finance Limited trading as SaladMoney was irresponsible in its lending to her. She wants all interest and charges removed from her loan and any adverse data removed from her credit file. What happened Miss W was provided with a £500 ... (3 pages)View decision -
Decision Reference DRN-5823052
10 Oct 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5823052 The complaint Ms D is unhappy with how Tesco Personal Finance Limited treated her when she got into financial difficulty on her credit card account. What happened Ms D had a Tesco credit card and unfortunately, she got into financial difficulties. Ms D explained she was mad... (4 pages)View decision -
Decision Reference DRN-5859928
10 Oct 2025 Santander UK Plc Not upheldMortgagesDRN-5859928 The complaint Mr P complains that Santander UK Plc didn’t make him aware of new interest rates that may have been available for his mortgage. He says he’s been paying a higher rate of interest, specifically between 2020 and 2024, than he could’ve been and has lost out financ... (2 pages)View decision -
Decision Reference DRN-5870425
10 Oct 2025 EE Limited UpheldConsumer CreditDRN-5870425 The complaint Mr M has complained about the way EE Limited dealt with him in relation to a fixed sum loan agreement he’d taken out with it to pay for a device. What happened The circumstances of the complaint are well known to the parties so I’m not going to go over everyth... (4 pages)View decision -
Decision Reference DRN-5853296
10 Oct 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5853296 The complaint Mr V complains TSB Bank plc isn’t helping him despite the fact that he’s not been able to receive one-time passcodes since 28 February 2025. What happened Mr V has an account with TSB and has done so for almost 13 years. Mr V says he’s been living abroad for at... (3 pages)View decision -
Decision Reference DRN-5622271
10 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5622271 The complaint Miss S complains that Barclays Bank UK PLC failed to fulfil its obligations in relation to unusual and suspicious activity on her account. Miss S says the bank failed to prevent her being a victim of blackmail and coercive control for a prolonged period. What h... (3 pages)View decision -
Decision Reference DRN-5851965
10 Oct 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5851965 The complaint Mr M complains that a car supplied to him under a hire purchase agreement with Oodle Financial Services Limited was of an unsatisfactory quality. Reference to both Mr M and Oodle includes their representatives. What happened I issued a provisional decision set... (6 pages)View decision