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-6174740
9 Apr 2026 Society of Lloyd's Not upheldInsuranceDRN-6174740 The complaint E, a limited company complains about what Society of Lloyds (Lloyds) did after it made a claim on its business protection insurance policy. E is represented in bringing the complaint by one of its directors (Mr C). All references to Lloyds include its agents an... (6 pages)View decision -
Decision Reference DRN-6278378
9 Apr 2026 Santander UK Plc Not upheldMortgagesDRN-6278378 The complaint Ms K complains about how Santander UK Plc has managed her mortgage, including that it has failed to correct an error in her name, that it has charged arrears fees even though it said it wouldn’t, and that it hasn’t treated her fairly following the end of the te... (6 pages)View decision -
Decision Reference DRN-6041726
9 Apr 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6041726 The complaint Mr M complains NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY discriminated against him by refusing to accept his photographic identification when he attempted to withdraw £4,000 from his account. What happened Mr M has an account with NatWest. He’s told us h... (2 pages)View decision -
Decision Reference DRN-6135734
9 Apr 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6135734 The complaint Mr M, has complained, via a representative, that Revolut Ltd (“Revolut”) failed to refund the money he lost as part of a scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. Inste... (3 pages)View decision -
Decision Reference DRN-6135654
9 Apr 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6135654 The complaint Mr M has complained, via a representative, that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) failed to refund the money he lost as part of a scam. What happened The details of this complaint are well known to both parties, so I will not repeat e... (3 pages)View decision -
Decision Reference DRN-6243021
9 Apr 2026 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-6243021 The complaint Miss P complains about a loan that is currently administered by Link Financial Outsourcing Limited (‘Link Financial’), trading as Asset Link Capital. The loan had been given to her by Future Finance Corporation Limited (‘Future Finance’) which has ceased tradin... (2 pages)View decision -
Decision Reference DRN-5939712
9 Apr 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5939712 The complaint Miss E is unhappy that Barclays Bank UK PLC (“Barclays”) won’t refund her the money she lost after she fell victim to an Authorised Push Payment (“APP”) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in... (4 pages)View decision -
Decision Reference DRN-6058524
9 Apr 2026 Motability Operations Limited UpheldConsumer CreditDRN-6058524 The complaint Miss D complains that the car she acquired through Motability Operations Limited (“Motability”) wasn’t of satisfactory quality and she’s unhappy with the way in which Motability has investigated her complaint. Miss D wants to reject the car, terminate the lease... (3 pages)View decision -
Decision Reference DRN-6280654
9 Apr 2026 U K Insurance Limited Not upheldInsuranceDRN-6280654 The complaint Ms O complains about the way UK Insurance Limited (UKI) handled a third-party claim on her car insurance policy, which led to legal proceedings and a County Court Judgement (CCJ) being applied to her credit file. Any reference to UKI includes the agents or repr... (3 pages)View decision -
Decision Reference DRN-6192737
9 Apr 2026 Social Money Limited Not upheldMortgagesDRN-6192737 The complaint Mr J and Mrs N complain that Social Money Limited irresponsibly lent them a second charge bridging loan. What happened Mr J and Mrs N took out a second charge bridging loan with Social Money in July 2023. They borrowed £357,000 over a 15 month term, repayable i... (3 pages)View decision