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
-
Decision Reference DRN-5760009
19 Sep 2025 Lendable Ltd Not upheldBanking and PaymentsDRN-5760009 The complaint Mr K complains that Lendable Ltd trading as Zable didn’t do enough to help him when he told it about a dispute he had with a merchant. This was over services Mr K paid for using his Zable credit card. What happened In January 2025 Mr K paid £150 to a merchant I... (3 pages)View decision -
Decision Reference DRN-5823288
19 Sep 2025 OneSavings Bank Plc Not upheldMortgagesDRN-5823288 The complaint Mrs and Mr B complain that OneSavings Bank Plc trading as Kent Reliance (OSB) have caused them to pay more interest on their mortgage, than should have been the case. What happened Mrs and Mr B hold a buy-to-let mortgage with OSB. The property is in the name of... (3 pages)View decision -
Decision Reference DRN-5724096
19 Sep 2025 Aioi Nissay Dowa Insurance UK Limited Not upheldInsuranceDRN-5724096 The complaint Miss A has complained about Aioi Nissay Dowa Insurance UK Limited (ANDI)’s decision to overturn a claim it paid and looks to recover the claim costs from Miss A under the fraud term of her car insurance policy. All reference to the insurer ANDI in my decision i... (3 pages)View decision -
Decision Reference DRN-5826587
19 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldMortgagesDRN-5826587 The complaint Mr O complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY wouldn’t give him additional mortgage borrowing, and wouldn’t tell him why not. Mr O said he paid £13,000 more to get this lending elsewhere, which he felt NatWest should cover. What happened ... (4 pages)View decision -
Decision Reference DRN-5811337
19 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5811337 The complaint Mr B complains that Barclays Bank UK PLC hasn’t reimbursed the money he says he’s lost to a scam. What happened Mr B says he’s fallen victim to an investment scam. In mid-2023, he sent several payments from his Barclays account to his own account with a legitim... (2 pages)View decision -
Decision Reference DRN-5607635
19 Sep 2025 WDP Insurance Limited Not upheldInsuranceDRN-5607635 The complaint Mr B is unhappy with the service provided by WDP Insurance Limited (WDP) when making a claim on his mobile phone insurance policy. What happened Mr B took out mobile phone insurance with WDP. Following a successful claim made under his policy, Mr B raised comp... (3 pages)View decision -
Decision Reference DRN-5640761
19 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5640761 The complaint Miss G complains that Santander UK Plc (Santander) was failed to support her when she became reliant on, and struggled to repay, her overdraft facility. What happened Miss G has held a personal current account with Santander for several years. In May 2021 Miss... (2 pages)View decision -
Decision Reference DRN-5352643
19 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5352643 The complaint Miss J complains that Revolut Ltd won’t refund the full amount of money she lost to a scam. What happened Miss J made several payments to what he thought was a task-based job. Miss J later realised she had been scammed, so she logged a complaint with Revolut. R... (3 pages)View decision -
Decision Reference DRN-5794718
19 Sep 2025 VANGUARD ASSET MANAGEMENT, LTD. Not upheldInvestmentsDRN-5794718 The complaint Mr C’s complaint, in essence, is that Vanguard Asset Management Ltd, trading as Vanguard (“Vanguard”), acted unfairly when it changed the way it paid interest on cash on his account. Mr C says Vanguard unilaterally made the change and arbitrarily imposed a rate... (10 pages)View decision -
Decision Reference DRN-5816791
19 Sep 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5816791 The complaint Mr and Mrs H complain that Barclays Bank UK PLC wouldn’t produce a mortgage offer that would allow them to port their mortgage product and so avoid having to pay an early repayment charge (“ERC”). They had to pay an ERC and would like this refunded. What happe... (5 pages)View decision