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 400694 results
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Decision Reference DRN-5882855
29 Oct 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5882855 The complaint The estate of Ms R, represented by her personal representative – who I’ll refer to as “Mrs W” – complains that TSB Bank plc unfairly restricted and closed Ms R’s account. Mrs W also complains about the bank’s handling of a payment dispute Ms R had raised. What ... (3 pages)View decision -
Decision Reference DRN-5648729
29 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5648729 The complaint Mrs B complains that Santander UK Plc decided not to refund her the money she lost through a scam. What happened Mrs B met someone on social media, and they began communicating through an online messaging service and email. Mrs B says they built up a relations... (4 pages)View decision -
Decision Reference DRN-5851758
29 Oct 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5851758 The complaint Mr B complains that a car that was supplied to him under a hire purchase agreement with Startline Motor Finance Limited wasn’t of satisfactory quality. Mr B’s wife is also involved in his complaint. What happened A used car was supplied to Mr B under a hire pur... (4 pages)View decision -
Decision Reference DRN-5886374
29 Oct 2025 Dignity Funerals Limited Not upheldFuneral Planning ServicesDRN-5886374 The complaint Mrs B’s complained – in her capacity as executor of her late mother, Mrs C’s estate – that Dignity Funerals Limited have failed to refund the cost of Mrs C’s pre-paid funeral plan to her estate. Mrs B is herself represented by her husband, Mr B, in this complai... (2 pages)View decision -
Decision Reference DRN-5468574
29 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5468574 The complaint Mr A complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) is refusing to refund him the amount he lost as the result of a scam. Mr A is being represented by a third party. To keep things simple, I will refer to Mr A throughout my decision. ... (4 pages)View decision -
Decision Reference DRN-5743467
29 Oct 2025 U K Insurance Limited Not upheldInsuranceDRN-5743467 The complaint Mr H complains U K Insurance Limited trading as Privilege (UKI) made a poor level of repairs when he made a claim on his motor insurance policy. UKI are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the actions of the interm... (2 pages)View decision -
Decision Reference DRN-5904346
29 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5904346 The complaint Mr B has complained Lloyds Bank PLC won’t refund transactions he didn’t authorise on his new credit card. What happened In January 2025 Mr B applied for a new credit card with Lloyds. The card and PIN were sent separately to Mr B. Mr B became aware there were t... (2 pages)View decision -
Decision Reference DRN-5901306
29 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5901306 The complaint Mr A has complained National Westminster Bank Public Limited Company won’t refund £2,040 for a transaction he didn’t authorise. What happened In May 2025 Mr A contacted NatWest to dispute a transaction that had been made from his account on 2 November 2021 for ... (3 pages)View decision -
Decision Reference DRN-5876631
29 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5876631 The complaint Mr C complains that Barclays Bank UK PLC trading as Barclaycard (Barclaycard) unfairly closed his credit card account without providing a proper explanation. What happened The detailed background of this complaint is well known to both parties. So, I’ll only p... (2 pages)View decision -
Decision Reference DRN-5794987
29 Oct 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5794987 The complaint Miss M complains about the quality of a car supplied to her by Moneybarn No.1 Limited (“Moneybarn”). What happened Miss M entered into a conditional sale agreement in February 2024 for the supply of a used car. The car was around six years old when supplied and... (3 pages)View decision