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-5382314
30 Oct 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5382314 The complaint Mr G complains Santander UK Plc unfairly closed his account and sent the account balance via cheque, which he is unable to cash. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. I must... (4 pages)View decision -
Decision Reference DRN-5517144
30 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5517144 The complaint Mrs J complains that Monzo Bank Ltd won’t refund her the money she lost after she fell victim to an investment scam. Mrs J brings her complaint with the assistance of a professional representative, but for ease of reading I will refer to Mrs J throughout this ... (3 pages)View decision -
Decision Reference DRN-5900898
30 Oct 2025 Madison CF UK Limited UpheldConsumer CreditDRN-5900898 The complaint Mr I complains that Madison CF UK Limited trading as 118 118 Money (Madison) registered a default against his personal loan and sold his account to a third party. What happened In July 2024, Mr I successfully applied for a personal loan with Madison. The loan w... (3 pages)View decision -
Decision Reference DRN-5771578
30 Oct 2025 North Edinburgh and Castle Credit Union Limited Not upheldConsumer CreditDRN-5771578 The complaint Mr W complains North Edinburgh and Castle Credit Union Limited trading as Castle Community Bank (CCB) acted irresponsibly by failing to carry out sufficient checks before approving him for credit. What happened In December 2023, Mr W took out a fixed sum loan w... (4 pages)View decision -
Decision Reference DRN-5506182
30 Oct 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5506182 The complaint Mr J has complained that HSBC UK Bank Plc won’t refund the money he lost after falling victim to a scam. What happened Mr J came across an advert online about an investment opportunity. He registered his interest and paid an initial deposit by card of £198.19.... (5 pages)View decision -
Decision Reference DRN-5506153
30 Oct 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5506153 The complaint Mr J has complained that Kroo Bank Ltd won’t refund the money he lost after falling victim to a scam. What happened Mr J came across an advert online about an investment opportunity. He registered his interest and paid an initial deposit by card of £198.19 fro... (4 pages)View decision -
Decision Reference DRN-5679740
30 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5679740 The complaint Mr T is unhappy that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) won’t reimburse him after he fell victim to a scam. What happened In 2021 Mr T came across an investment opportunity on social media. This was with a company I will call X. Mr T sa... (5 pages)View decision -
Decision Reference DRN-5830359
30 Oct 2025 HSBC UK Bank Plc Not upheldMortgagesDRN-5830359 The complaint Mr M and Ms T have complained that a rate switch they applied for on their mortgage with HSBC UK Bank Plc in November 2024 wasn’t fully completed, and by the time they realised that rate had been withdrawn so they had to take a higher interest rate product inst... (4 pages)View decision -
Decision Reference DRN-5914714
30 Oct 2025 Society of Lloyd's UpheldInsuranceDRN-5914714 The complaint Mr H has complained that Society of Lloyd’s (SOL) has refused his claim for storage charges under his commercial vehicle insurance policy. And about its consideration of his claim for loss of income. Any reference to SOL includes the underwriter of Mr H’s poli... (10 pages)View decision -
Decision Reference DRN-5776356
30 Oct 2025 Attivo Financial Services Limited UpheldInvestmentsDRN-5776356 The complaint Mr W has made multiple complaint points about the service he received from Attivo Financial Services Limited. I am upholding the complaint in part. That means I have decided that the business needs to do something different to resolve one of the complaint point... (7 pages)View decision
