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 367928 results
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Decision Reference DRN-5299327
25 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5299327 The complaint Ms T complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by an impersonation scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known ... (5 pages)View decision -
Decision Reference DRN-5299338
25 Mar 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5299338 The complaint Complaint Ms T complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY didn’t do enough to protect her from the financial harm caused by an impersonation scam, or to help her recover the money once she’d reported the scam to it. What happened The detai... (4 pages)View decision -
Decision Reference DRN-5425757
25 Mar 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5425757 The complaint Mr K is unhappy that a car supplied to him under a hire purchase agreement with BMW Financial Services (GB) Limited (“BMWFS”) was of an unsatisfactory quality. When I refer to what Mr K has said and what BMWFS has said, it should also be taken to include thing... (7 pages)View decision -
Decision Reference DRN-5241283
25 Mar 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5241283 The complaint Ms S is unhappy with several aspects of the service she received from The Royal Bank of Scotland Plc (“RBS”) surrounding the functionality of her accounts. What happened In May 2023, Ms S opened a current account, a cash ISA, and an investment ISA with RBS. How... (4 pages)View decision -
Decision Reference DRN-5425781
25 Mar 2025 HSBC UK Bank Plc UpheldMortgagesDRN-5425781 The complaint Mr and Mrs X have a long-standing dissatisfaction with how HSBC UK Bank Plc (HSBC) sold and subsequently handled their mortgage account, including its response to Mr and Mrs X’s personal circumstances, their request that their mortgage term be extended and the ... (6 pages)View decision -
Decision Reference DRN-4988890
25 Mar 2025 Zuto Limited Not upheldConsumer CreditDRN-4988890 The complaint Miss M complains that she was mis-sold a conditional sale agreement for a vehicle with Zuto Limited (“Zuto”). What happened In March 2023 Miss M acquired a car via a finance agreement arranged by Zuto. Miss M says she was mis-sold the agreement because she was ... (2 pages)View decision -
Decision Reference DRN-5418574
25 Mar 2025 Principality Building Society Not upheldBanking and PaymentsDRN-5418574 The complaint Mr W complains about his customer experience with Principality Building Society (Principality). He has raised several issues and wants compensation for the distress and inconvenience caused. What happened Mr W has an account with Principality. In December 2024 ... (3 pages)View decision -
Decision Reference DRN-4694359
25 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4694359 The complaint Mr W is unhappy that Monzo Bank Ltd won’t reimburse money he lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, Mr W has explained that between September and November 202... (3 pages)View decision -
Decision Reference DRN-5425362
25 Mar 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5425362 The complaint Miss S’s compliant is that a car supplied to her under a Conditional Sale Agreement (“CSA”) with Santander Consumer (UK) Plc (“Santander”) was of an unsatisfactory quality. She has asked that Santander take the car back, cancel the CSA and refund her money. Wh... (6 pages)View decision -
Decision Reference DRN-4986277
25 Mar 2025 Telefonica UK Limited UpheldConsumer CreditDRN-4986277 The complaint Mr L has complained about the delivery of a mobile phone supplied under a fixed sum loan agreement with Telefonica UK Limited (trading as O2). What happened Mr L entered into a fixed sum loan agreement with Telefonica. He bought a phone which cost around £800 ... (3 pages)View decision
