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 367926 results
-
Decision Reference DRN-5504581
10 Jun 2025 Metro Bank PLC UpheldBanking and PaymentsThe complaint Mr S complains that Metro Bank Plc trading as Ratesetter (Metro) didn’t sufficiently check whether he could sustain the repayments before they agreed to lend to him. What happened In October 2023 Mr S entered into a Fixed Sum loan agreement with Metro for £12,000. After inter... (3 pages)View decision -
Decision Reference DRN-5611549
10 Jun 2025 CASLP Ltd Not upheldPensions and AnnuitiesDRN-5611549 The complaint Mr L complains about the setting up of a self-invested personal pension (SIPP), and the investments in a property syndicate subsequently made in it. The SIPP was operated by Merchant Investors Assurance Company Limited (now CASLP Ltd – “CASLP”). Mr L is represe... (10 pages)View decision -
Decision Reference DRN-5613469
10 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5613469 The complaint Mr K complains that Santander UK Plc unfairly sold a debt in his name without prior warning. What happened Mr K held a Santander credit card account which had defaulted in 2013. In 2024, Santander sold the outstanding debt to a third party debt buyer who I will... (3 pages)View decision -
Decision Reference DRN-5613157
10 Jun 2025 Coutts & Company Not upheldBanking and PaymentsDRN-5613157 The complaint Mr F has complained about Coutts and Company’s (Coutts’) handling of his chargeback claim. What happened Mr F purchased a lawnmower from a supplier I shall call ‘B’ on 22 February 2022 to the sum of £5,599 on his Coutts charge card but says it was never deliver... (3 pages)View decision -
Decision Reference DRN-5313263
10 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5313263 The complaint Mr V complains that Nationwide Building Society (‘Nationwide’) unfairly withheld his funds. What happened Mr V held a current account with Nationwide. In March 2024, Mr V wanted to purchase a luxury watch. Before Mr V purchased the watch, Mr V says his girlfr... (2 pages)View decision -
Decision Reference DRN-5399946
10 Jun 2025 Legal & General Home Finance Limited Not upheldMortgagesDRN-5399946 The complaint Mr and Mrs R’s complaint is about a lifetime equity release mortgage they took out with Legal & General Home Finance Limited (L&G) in March 2024. Mr and Mrs R are represented in the complaint by their daughter, Mrs D, who holds Power of Attorney for the... (3 pages)View decision -
Decision Reference DRN-5613350
10 Jun 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5613350 The complaint A company I’ll call A complains that TSB Bank PLC (TSB) blocked its account without notice, then failed to provide adequate assistance to A when it sought help completing the forms TSB requested, and caused unnecessary delays that led to the account remaining b... (3 pages)View decision -
Decision Reference DRN-5609602
10 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5609602 The complaint Mr V is complaining that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) didn’t do enough to prevent him making payments to a scam. What happened The circumstances of the scam are well-known to both parties so I won’t go into detail here. But in shor... (3 pages)View decision -
Decision Reference DRN-5604530
10 Jun 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5604530 The complaint Mrs K is unhappy with how Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (Audi) handled her end of contract car collection. Mrs K is represented by Mr S. However, for ease of reference, I will refer to Mrs K throughout this decisi... (3 pages)View decision -
Decision Reference DRN-5185074
10 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5185074 The complaint Miss C complains that Revolut Ltd hasn’t protected her from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Miss C has explained that in March 2024 she c... (2 pages)View decision
