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-5728529
31 Jul 2025 EE Limited Not upheldConsumer CreditDRN-5728529 The complaint Mr B complains about the quality of a mobile telephone handset he bought using a fixed sum loan agreement with EE Limited. What happened In August 2023, Mr B took out a fixed sum loan agreement with EE to buy a brand new mobile telephone handset. The cash price... (3 pages)View decision -
Decision Reference DRN-5551444
31 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5551444 The complaint Mrs and Mr H complain that Santander UK Plc won’t refund the money they have lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. In summary, Mrs H and Mr H wrote seven cheques, all d... (4 pages)View decision -
Decision Reference DRN-5717289
31 Jul 2025 Paragon Bank Plc Not upheldMortgagesDRN-5717289 The complaint Mr and Mrs B complain that Paragon Bank Plc trading as Paragon Personal Finance irresponsibly lent them a second charge mortgage (secured loan). What happened Mr and Mrs B took out a secured loan in 2008. They borrowed just under £24,000 including fees over a t... (4 pages)View decision -
Decision Reference DRN-5445822
31 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5445822 The complaint Mr T complains about the way Barclays Bank UK PLC trading as Tesco Bank (Tesco Bank) dealt with a claim he raised for money back in relation to a hotel stay he’d paid for using his Tesco Bank credit card. What happened In July 2024, Mr T booked a room for six-... (4 pages)View decision -
Decision Reference DRN-5291838
31 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5291838 The complaint Mr S complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) hasn’t reimbursed the money he says he’s lost to a scam. What happened Mr S says that he’s fallen victim to a cryptocurrency investment scam. He saw an advertisement online for an ... (3 pages)View decision -
Decision Reference DRN-5499336
31 Jul 2025 Santander UK Plc Not upheldMortgagesDRN-5499336 The complaint Miss W complains that Santander UK Plc has threatened repossession action in connection with arrears on her mortgage. What happened Miss W and her former partner took out a mortgage with Santander many years ago. They separated in around 2007 and Miss W has not... (3 pages)View decision -
Decision Reference DRN-5244581
31 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5244581 The complaint Mrs O complains that Revolut Ltd (“Revolut”) didn’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 and was laid out in detail by our I... (3 pages)View decision -
Decision Reference DRN-5485796
31 Jul 2025 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5485796 The complaint Mr C complains that his Self-Invested Personal Pension (SIPP) provider – Aegon - which is part of Scottish Equitable Plc, provided him with poor service when he wanted to crystalise the remainder of the uncrystallised funds in his SIPP. What happened Mr C has a... (4 pages)View decision -
Decision Reference DRN-5627527
31 Jul 2025 Topaz Finance Limited Not upheldMortgagesDRN-5627527 The complaint Ms W complains about how Topaz Finance Limited trading as Heliodor Mortgages has reported her mortgage to credit reference agencies. What happened Ms W has a Together mortgage with Heliodor. Together mortgages were originally offered with Northern Rock, and con... (4 pages)View decision -
Decision Reference DRN-5241809
31 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5241809 Complaint Mr S is unhappy that National Westminster Bank Public Limited Company (“NatWest”) didn’t reimburse him after he reported falling victim to a scam. Background In early 2024, Mr S was contacted by an individual via a well-known messaging app. Although he did not know... (2 pages)View decision