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-5721995
8 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5721995 The complaint Mr W complains that Santander UK Plc failed to record his vulnerability in its records. As a result, it allowed him to close an ISA, with a loss of interest and tax benefits He is the brother of and is represented by Ms W, who holds a Power of Attorney (PoA) fo... (3 pages)View decision -
Decision Reference DRN-5742180
8 Aug 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5742180 The complaint Mr B complains about Tesco Personal Finance Limited trading as Tesco Bank’s handling of a claim he made under Section 75 of the Consumer Credit Act 1974 (Section 75). What happened In January 2022, Mr B received a letter from a company that administers a timesh... (5 pages)View decision -
Decision Reference DRN-5289171
8 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5289171 The complaint Mr and Mrs L complain that Nationwide Building Society won’t reimburse the money they paid for building work which was not completed. What happened Mr and Mrs L instructed a building company, which I’ll refer to as ‘M’, to carry out extensive works on their pro... (3 pages)View decision -
Decision Reference DRN-5725700
8 Aug 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5725700 The complaint Mr and Mrs C complain TSB Bank plc won’t refund transactions made on their current account which they say were unauthorised. What happened On 12 May 2024, Mr and Mrs C noticed 26 transactions totalling £501 had been made from their account to a gambling websit... (3 pages)View decision -
Decision Reference DRN-5712322
8 Aug 2025 Sainsbury's Bank Plc Not upheldInsuranceDRN-5712322 The complaint Mr W complains that Sainsbury’s Bank Plc (“Sainsburys”) unfairly cancelled his policy and pursued him for outstanding fees, despite the fact that there was an error by his bank which meant payments weren’t processing correctly. What happened Mr W took out a hom... (3 pages)View decision -
Decision Reference DRN-5732418
8 Aug 2025 Royal & Sun Alliance Insurance Limited Not upheldInsuranceDRN-5732418 The complaint Mr and Mrs K’s complaint is about a claim Mr K made on their Royal & Sun Alliance Insurance Limited (‘RSA’) legal expenses insurance policy. Mr K says RSA treated him unfairly. What happened Mr K made a claim on his and Mrs K’s RSA legal expenses insurance ... (4 pages)View decision -
Decision Reference DRN-5721186
8 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5721186 The complaint Ms M complains Monzo Bank Ltd didn’t refund transactions on her account which she says she didn’t make or authorise. What happened Ms M disputed two payments made on 1 April 2024 for £36.99 and £8 to a takeaway shop. Monzo initially refunded the payments but l... (4 pages)View decision -
Decision Reference DRN-5712375
8 Aug 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5712375 The complaint Miss R complains that Bank of Scotland plc (BOS) mis-sold her an interest-only mortgage. She says that BOS didn’t make any checks as to how she would repay the balance when the term had expired. What happened Miss R took out an interest-only mortgage with BOS i... (3 pages)View decision -
Decision Reference DRN-5545683
8 Aug 2025 Wakam UK Limited UpheldInsuranceDRN-5545683 The complaint Mr R’s complaint is about a claim he made on his Wakam UK Limited pet insurance policy, which was declined. Mr R feels Wakam treated him unfairly and wants them to pay his claim. What happened Mr R took out a pet insurance policy with Wakam which started to run... (3 pages)View decision -
Decision Reference DRN-5744038
8 Aug 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5744038 The complaint Mr J’s complaint is, in essence, that Mitsubishi HC Capital UK Plc, trading as Novuna Consumer Finance (‘the Lender’), acted unfairly and unreasonably by (1) deciding against paying a claim made under Section 75 of the Consumer Credit Act 1974 (‘CCA’), (2) bein... (4 pages)View decision