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 401363 results
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Decision Reference DRN-6024148
16 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-6024148 The complaint Mr H complains that Santander UK Plc won’t refund the money he lost to an investment scam. Mr H is represented in this complaint, but I’ll refer to him as it’s his complaint. What happened The detailed background to this complaint is well known to both parties... (7 pages)View decision -
Decision Reference DRN-6004915
16 Dec 2025 Landmark Mortgages Limited Not upheldMortgagesDRN-6004915 The complaint Mrs S complains that Landmark Mortgages Limited isn’t treating her fairly during financial difficulties with her mortgage. What happened Mrs S has a mortgage with Landmark. It was originally taken out with Northern Rock and is now with Landmark. She borrowed ar... (2 pages)View decision -
Decision Reference DRN-5836186
16 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5836186 The complaint Ms C has complained, on behalf of Mr T, about how she was treated by HSBC UK Bank PLC (“HSBC”) when she went to open two children’s accounts. What happened Ms C went to a HSBC branch to open two MySavings children accounts, including one for Mr T. Ms C says she... (2 pages)View decision -
Decision Reference DRN-6024246
16 Dec 2025 AWP P&C S.A. UpheldInsuranceDRN-6024246 The complaint Mr O is unhappy with the assistance received from AWP P&C SA under his travel insurance policy (‘the policy’), when he was abroad and needed urgent treatment. All reference to AWP includes its medical assistance team. What happened The details of this com... (2 pages)View decision -
Decision Reference DRN-6024258
16 Dec 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6024258 The complaint Mr B says Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘BPF’) has unfairly declined his claim under section 75 of the Consumer Credit Act 1974 (‘CCA’). And he says his creditor-debtor relationship with BPF was unfair to him under s... (3 pages)View decision -
Decision Reference DRN-5807883
16 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldMortgagesDRN-5807883 The complaint Mr B and Miss T complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) refused an application for further borrowing on their mortgage and misled them about being able to disagree with a valuation. What happened Mr B and Miss T have a mortgage ... (3 pages)View decision -
Decision Reference DRN-5605563
16 Dec 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5605563 The complaint Miss R is unhappy that Santander UK Plc (“Santander”) won’t refund the money she lost to an investment opportunity she now believes was a scam. Miss R brings her complaint with the assistance of a professional representative. For simplicity, I will refer to Mi... (9 pages)View decision -
Decision Reference DRN-6023896
16 Dec 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-6023896 The complaint Mr K has complained Monzo Bank Ltd acted unfairly when declining his request for a refund. Mr K also believes Monzo handled his claim and subsequent complaint poorly – which has caused him to suffer distress and inconvenience. What happened The parties are fami... (6 pages)View decision -
Decision Reference DRN-5741558
16 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5741558 The complaint Mr N and Mrs N complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (10 pages)View decision -
Decision Reference DRN-5886258
16 Dec 2025 Skrill Limited Not upheldBanking and PaymentsDRN-5886258 The complaint Mr F has complained that when a transfer he made from his Skrill Limited account was returned, he received less money back than he’d sent. What happened On 18 July 2025 Mr F tried to make a transfer from his Skrill account to an account he held with another pro... (3 pages)View decision