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 401363 results
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Decision Reference DRN-5805743
10 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5805743 The complaint Ms H complained because Santander UK Plc refused to refund her for transactions she said she hadn’t authorised. What happened On 7 January 2025, Ms H contacted Santander to dispute multiple transactions on her account. The amount in dispute hasn’t been clear t... (4 pages)View decision -
Decision Reference DRN-5710127
10 Oct 2025 Hargreaves Lansdown Advisory Services Limited UpheldBanking and PaymentsDRN-5710127 The complaint Mr L complains Hargreaves Lansdown Advisory Services Limited hasn’t paid him a cashback incentive he’s due and that he’s had to waste a considerable amount of time trying to get the issue resolved. He complains Hargreaves Lansdown Advisory Services Limited has ... (2 pages)View decision -
Decision Reference DRN-5724613
10 Oct 2025 Principality Building Society UpheldBanking and PaymentsDRN-5724613 The complaint Mr S complains Principality Building Society merged all of his accounts into one meaning an account he’d recently opened was closed causing him distress and inconvenience. What happened Mr S had three savings accounts with Principality at the beginning of 2025.... (2 pages)View decision -
Decision Reference DRN-5744342
10 Oct 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5744342 The complaint Mr B has complained that TSB Bank PLC (“TSB”) sent him an unencrypted email that contained sensitive personal information. What happened Mr B had difficulties using the cheque payment feature on TSB’s app. As a result, Mr B submitted a complaint online. When he... (2 pages)View decision -
Decision Reference DRN-5494554
10 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5494554 The complaint M, a limited company, complains that Monzo Bank Ltd won’t refund a payment made as part of a scam. The complaint has been brought by its director, Mrs L. What happened In December 2023, Mrs L received a call purportedly from Monzo’s fraud team about suspicious... (4 pages)View decision -
Decision Reference DRN-5732650
10 Oct 2025 Salary Finance Loans Limited Not upheldConsumer CreditDRN-5732650 The complaint Mr R complains that Salary Finance Loans Limited failed to write off his outstanding debt, following completion of a Debt Relief Order (DRO). What happened Mr R held a personal loan with Salary Finance. Following a period of financial difficulty, in February 2... (3 pages)View decision -
Decision Reference DRN-5875937
10 Oct 2025 Santander UK Plc UpheldMortgagesDRN-5875937 The complaint Mr P complains that Santander UK Plc hasn’t done enough to put matters right after recording fraud markers related to a mortgage application. He asks that it offers him a mortgage and/or pays compensation. What happened Mr P had a mortgage with another lender. ... (4 pages)View decision -
Decision Reference DRN-5605836
10 Oct 2025 Carcashpoint Limited Not upheldConsumer CreditDRN-5605836 The complaint Ms C complains CarCashPoint Limited (CCP) irresponsibly lent to her because it provided her with credit which she couldn’t afford. What happened Ms C entered into a fixed sum loan agreement secured against her car (a logbook loan) with CCP on 4 August 2023. Th... (8 pages)View decision -
Decision Reference DRN-5870260
10 Oct 2025 Black Horse Limited Not upheldConsumer CreditDRN-5870260 The complaint Mr G complains that Black Horse Limited provided him with an unaffordable regulated hire purchase agreement. Mr G’s complaint has been brought by a professional representative, but for ease I’ve referred to all submissions as though they are his own. What happ... (4 pages)View decision -
Decision Reference DRN-5824101
10 Oct 2025 Zurich Insurance Company Ltd Not upheldInsuranceDRN-5824101 The complaint Mr E complains about Zurich Insurance Company Ltd (Zurich) and the service he received after he was involved in a road traffic accident and made a claim on his commercial motor insurance policy. What happened Mr E was involved in an accident in May 2024. He sa... (4 pages)View decision