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 369228 results
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Decision Reference DRN-5214211
10 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5214211 The complaint Mrs B complains that Revolut Ltd (‘Revolut’) won’t refund the money she lost as the result of a scam. What happened The background to this complaint isn’t in dispute, so I won’t go into detail. In summary, Mrs B found an investment advertised on social media.... (8 pages)View decision -
Decision Reference DRN-5581143
10 Jun 2025 Santander UK Plc Not upheldMortgagesDRN-5581143 The complaint Mr V’s complaint is about a mortgage he and his ex-wife had with Santander UK Plc. He is unhappy about the adverse data that was reported to credit reference agencies (CRAs) relating to a period where no payments were being made, and which have affected his cre... (3 pages)View decision -
Decision Reference DRN-5500432
10 Jun 2025 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-5500432 The complaint Miss M complains Link Financial Outsourcing Limited are: Asking her to repay a debt she doesn’t know anything about Won’t provide evidence they’re entitled to ask her to pay the debt Have continued to harass her even after she’s told them the debt is noth... (2 pages)View decision -
Decision Reference DRN-5581716
10 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5581716 Complaint Mr P has complained about the overdraft charges National Westminster Bank Public Limited Company (“NatWest”) applied to his two current accounts. He’s effectively said the charges applied to his accounts were excessive and unfair and as he had to borrow further to ... (5 pages)View decision -
Decision Reference DRN-5539366
10 Jun 2025 Lowell Portfolio I Ltd UpheldConsumer CreditDRN-5539366 The complaint Mr B complains to Lowell Portfolio I Ltd that a default is being reported on his credit file for a debt with them. What happened Mr B held a credit card with a company I’ll refer to as C. Unfortunately during the COVID-19 Pandemic Mr B wasn’t able to make his r... (2 pages)View decision -
Decision Reference DRN-5543271
10 Jun 2025 Partnership Home Loans Limited Not upheldMortgagesDRN-5543271 The complaint Mrs B’s complaint is about a lifetime mortgage she has with Partnership Home Loans Limited (PHL). Mrs B has effectively said that the mortgage was mis-sold as it was not suitable for her, given she was only 64 at the time of the sale, and so the compound, rolle... (4 pages)View decision -
Decision Reference DRN-5540636
10 Jun 2025 Intrum Mortgages UK Finance Limited Not upheldMortgagesDRN-5540636 The complaint Mrs H’s complaint is about a second charge loan she and her late husband took out in 2005 and which is now owned by Intrum Mortgages UK Finance Limited. She is unhappy that in 2006 the term of the loan was extended to 2030 without her knowledge or consent. In a... (4 pages)View decision -
Decision Reference DRN-5510888
10 Jun 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5510888 The complaint Mr G’s complaint relates to a mortgage he has with Barclays Bank UK PLC. He believes that after his mortgage was transferred to Barclays in 2012, it has applied an incorrect rate of interest to it, and he has been overcharged. What happened Mr G took out his mo... (3 pages)View decision -
Decision Reference DRN-5385299
9 Jun 2025 U K Insurance Limited Not upheldInsuranceDRN-5385299 The complaint Mr G complains that U K Insurance Limited trading as NIG (“NIG”) unfairly declined a claim made under his business’s commercial insurance policy following an arson attack at his commercial premises. Any reference to Mr G in this complaint includes his represent... (4 pages)View decision -
Decision Reference DRN-5274071
9 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5274071 The complaint Mr Y has complained that Monzo Bank Ltd won’t refund transactions he says he didn’t make or otherwise authorise. What happened Over the course of about two weeks in November 2024, various online card payments were made from Mr Y’s Monzo account. Just after the ... (4 pages)View decision
