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 375119 results
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Decision Reference DRN-5598308
21 Aug 2025 Santander UK Plc Not upheldMortgagesDRN-5598308 The complaint Mr R complains that Santander delayed the transfer of the mortgage money to buy his new house. Mr R understood that the money had been transferred to his solicitor, but Santander later told him that it was withheld whilst it made further checks. What happened ... (2 pages)View decision -
Decision Reference DRN-5768323
21 Aug 2025 Mortgage Agency Services Number Five Limited Not upheldMortgagesDRN-5768323 The complaint Ms F complains that Mortgage Agency Services Number Five Limited (MAS5) charged an unfairly high rate of interest on her mortgage and hasn’t properly compensated her for it. What happened Ms F took out her mortgage with GMAC-RFC Limited in 2006. It was later tr... (3 pages)View decision -
Decision Reference DRN-5561263
21 Aug 2025 Scottish Widows Limited Not upheldInsuranceDRN-5561263 The complaint Mr K complains that Scottish Widows Limited hasn’t paid him terminal illness benefit under two term assurance policies. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think are the key ev... (3 pages)View decision -
Decision Reference DRN-5616815
21 Aug 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5616815 The complaint Mr D complains that Metro Bank Ltd won’t refund or recover the money he lost when he was the victim of a scam. What happened In March 2024 Mr D booked return flights for his family through a travel agent which I’ll call T, the flights were with British Airways... (3 pages)View decision -
Decision Reference DRN-5768601
21 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5768601 The complaint Mr B is being represented by a member of his family. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. To keep things simpler, I’ll refer to all submissions from Mr B and his representative as if they came from... (7 pages)View decision -
Decision Reference DRN-5768559
21 Aug 2025 Brent Shrine Credit Union Limited UpheldConsumer CreditDRN-5768559 The complaint Mr B is being represented by a member of his family. He’s complaining about Brent Shrine Credit Union Limited trading as My Community Bank (MCB) because it declined to write off a loan that he says was taken out by fraudsters on his behalf and without his knowl... (6 pages)View decision -
Decision Reference DRN-5610182
21 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5610182 The complaint Miss E complains Barclays Bank UK PLC, trading as Barclaycard (‘Barclaycard’) wrongly reported a missed payment for her credit card to the credit reference agencies (CRA). What happened Miss E was required to make a payment of £77.85 to her account by 16 Decem... (3 pages)View decision -
Decision Reference DRN-5597565
21 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5597565 The complaint Mr I complains that Barclays Bank UK PLC didn’t protect him from significant financial harm, as a vulnerable customer, in relation to a current account and overdraft facility he has with it. Mr I is being represented in bringing his complaint to this Service. ... (4 pages)View decision -
Decision Reference DRN-5607065
21 Aug 2025 Premier Insurance Company Limited Not upheldInsuranceDRN-5607065 The complaint Ms T complains that Premier Insurance Company Limited declined her claim on her motor insurance policy and didn’t provide a courtesy car after her car was vandalised. What happened Ms T notified Premier that her car had been vandalised. Premier declined her cl... (2 pages)View decision -
Decision Reference DRN-5748224
21 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5748224 The complaint Mr G complains Barclays Bank UK PLC’s IT outage caused him significant inconvenience. What happened Mr G complained to Barclays about the IT outage it had. Mr G says during this time he was unable to access his account, couldn’t pay his bills and had to borro... (3 pages)View decision
