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 381082 results
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Decision Reference DRN-5837536
1 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldMortgagesDRN-5837536 The complaint Mr and Mrs B complain that NATIONAL WESTMINNSTER BANK PUBLIC LIMITED COMPANY unfairly paid ground rent and legal costs to their freeholder. What happened Mr and Mrs B have a mortgage with NatWest. On 17 October 2024, NatWest wrote to Mr and Mrs B. It said it ha... (3 pages)View decision -
Decision Reference DRN-5849967
1 Oct 2025 HSBC UK Bank Plc UpheldConsumer CreditDRN-5849967 The complaint Miss B is unhappy that HSBC UK Bank Plc linked her credit file to that of another person in 2018, and that this has had a long-standing and ongoing impact on her. What happened In October 2018, HSBC registered a change of address for Miss B following the recei... (4 pages)View decision -
Decision Reference DRN-5696912
1 Oct 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5696912 The complaint Mr N complains that Vanquis Bank Limited irresponsibly lent to him. Mr N is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr N himself. W... (5 pages)View decision -
Decision Reference DRN-5811223
1 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5811223 The complaint U, a limited company, complains that National Westminster Bank Public Limited Company (NatWest), trading as Mettle, failed to remove restrictions it placed on U’s account. U is represented by its director – who I’ll refer to as “Ms I”. What happened Ms I’s acco... (3 pages)View decision -
Decision Reference DRN-5613528
1 Oct 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5613528 The complaint Mr B complains that Barclays Bank UK PLC trading as Tesco Bank have irresponsibly lent to him. Mr B is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as be... (2 pages)View decision -
Decision Reference DRN-5794199
1 Oct 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5794199 The complaint Ms H complains about AXA Insurance UK Plc (“AXA”) and the advice they provided to her when she made a claim on her home insurance policy. What happened The claim and complaint circumstances are well known to both parties. So, I don’t intend to list them chronol... (4 pages)View decision -
Decision Reference DRN-5832771
1 Oct 2025 Janus Henderson Fund Management UK Limited UpheldInvestmentsDRN-5832771 The complaint Mr B complains about the service he has received from Janus Henderson Fund Management UK Limited, trading as Janus Henderson Investors (‘JHI’) including that it paid commission to another business without his knowledge. What happened In 1999, Mr B inherited inv... (4 pages)View decision -
Decision Reference DRN-5544033
1 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5544033 The complaint Mr K complains Santander UK Plc closed his account. What happened Mr K held an account with Santander, and it gave him 30 days’ notice of its intention to close it, then closed the account. Mr K couldn’t open accounts with other banks, so he complained to Sa... (2 pages)View decision -
Decision Reference DRN-5527914
1 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5527914 The complaint Miss M is unhappy that Monzo Bank Ltd closed her accounts without giving any reason. They then put some refunds she was expecting towards her overdraft balance, rather than returning them to her as she’d been initially promised. Miss M is also unhappy with the ... (4 pages)View decision -
Decision Reference DRN-5619319
1 Oct 2025 Experian Limited Not upheldConsumer CreditDRN-5619319 The complaint Mr B complains Experian Limited allowed a third-party company to search his credit file which then resulted in an account being fraudulently opened using his details. What happened In February 2025, Mr B says a third-party company, who I’ll refer to as “H” car... (3 pages)View decision
