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 382298 results
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Decision Reference DRN-5388763
28 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5388763 The complaint Mr D complains that Santander UK Plc made an error in taking a standing order payment from his account at another financial business. What happened Mr D says that he closed his account with Santander in 2020. But that he received a statement from his other bank... (2 pages)View decision -
Decision Reference DRN-5355681
28 Mar 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5355681 The complaint Mr M and Miss R complain they were given incorrect information about the monthly payments when applying for a further advance on their Barclays Bank UK PLC mortgage. What happened Mr M and Miss R had a mortgage with Barclays of approximately £112,000. In Februa... (3 pages)View decision -
Decision Reference DRN-4948733
28 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-4948733 The complaint Mr B complains that National Westminster Bank Public Limited Company (“NatWest”) hasn’t upheld his claim under section 75 of the Consumer Credit Act 1974 (“section 75”). What happened In April 2024, Mr B purchased return flights to Vietnam for him and one other... (3 pages)View decision -
Decision Reference DRN-5434691
28 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5434691 The complaint Mr K is unhappy that Revolut Ltd won’t reimburse payments that he says he didn’t authorise. What happened Mr K was in a relationship with someone (“D”). I understand that during that relationship, as a result of duress and coercive control, D had access to Mr ... (3 pages)View decision -
Decision Reference DRN-5434648
28 Mar 2025 Close Brothers Limited UpheldConsumer CreditDRN-5434648 The complaint Mr K is unhappy with the way Close Brothers Limited trading as Close Brothers Premium Finance (‘CB’) treated him when he got into arrears on a rolling credit account, financing car insurance premiums. What happened In February 2023 Mr K took a rolling credit a... (5 pages)View decision -
Decision Reference DRN-5350701
28 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5350701 The complaint Mrs C and Mr N complain that Santander UK Plc didn’t do enough to protect them from being victims of crime and failed in its duty of care to them. What happened Mrs C and Mr N had arranged to go a branch on 22 January 2025 to withdraw £13,000 in cash. They expl... (2 pages)View decision -
Decision Reference DRN-5337687
28 Mar 2025 Howden UK Brokers Limited Not upheldInsuranceDRN-5337687 The complaint Mr D complains about the service he received from Howden UK Brokers Limited (Howden) after he tried to make a claim on his home insurance policy. What happened Mr D took out a home insurance policy with Howden, an independent intermediary. The policy has been ... (4 pages)View decision -
Decision Reference DRN-5434720
28 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5434720 The complaint Mr H was/is a customer of Revolut Ltd (“Revolut”). Mr H’s complaint is about Revolut’s refusal to reimburse him money he says he lost due to a scam. Mr H was represented by Refundee in this matter. What happened On 8 March 2025, I issued a provisional decision... (6 pages)View decision -
Decision Reference DRN-5393685
28 Mar 2025 Salary Finance Limited Not upheldConsumer CreditDRN-5393685 The complaint Mr H says Salary Finance Limited irresponsibly lent to him. What happened Mr H took out a loan from Salary Finance on 26 May 2024 for £10,000 over 24 months. The monthly repayment was £541 and the total repayable was £13,028.52. Mr H says the lender’s checks w... (3 pages)View decision -
Decision Reference DRN-4790918
28 Mar 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-4790918 The complaint Miss R complains that Starling Bank Limited hasn’t refunded her after she was the victim of a safe account scam in 2023. What happened Miss R holds a current account with Starling. In 2023, she recalls receiving a message in the Starling mobile app saying that... (7 pages)View decision
