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 392389 results
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Decision Reference DRN-5957567
19 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5957567 The complaint Mr K complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) as the receiving bank, could’ve prevented the loss he suffered as the result of a scam. What happened In May 2022, Mr K sent £25,000 to an account held with NatWest. Mr K believed... (3 pages)View decision -
Decision Reference DRN-5691808
19 Nov 2025 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5691808 Complaint Mr H complains that First Response Finance Limited (“First Response”) unfairly entered into a hire-purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable and so his application shouldn’t have been accepted. Background ... (3 pages)View decision -
Decision Reference DRN-5926510
19 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5926510 Complaint Mr S has complained about the overdraft charges HSBC UK Plc (“HSBC”) applied to his current account. He’s effectively said that the overdraft was unaffordable and so he shouldn’t have been provided with it. Therefore, the charges applied to his account were unfair ... (6 pages)View decision -
Decision Reference DRN-5886692
19 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5886692 Complaint Ms P has complained about the overdraft charges Monzo Bank Ltd (“Monzo”) applied to her current account. She’s said the charges applied to her account were unfair as she was hardcore borrowing and couldn’t afford them. Background Ms P initially applied for an over... (4 pages)View decision -
Decision Reference DRN-5795941
19 Nov 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5795941 The complaint Mr H’s complaint is about a mortgage he has with Bank of Scotland plc trading as Halifax. He is unhappy that following the end of the term of his mortgage, Halifax was not willing to wait for him to receive an inheritance before repaying the mortgage. What happ... (4 pages)View decision -
Decision Reference DRN-5947720
18 Nov 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5947720 The complaint Miss W is unhappy that a car supplied to her under a hire purchase agreement with Startline Motor Finance Limited (Startline) was of an unsatisfactory quality. When I refer to what Miss W has said and what Startline have said, it should also be taken to includ... (6 pages)View decision -
Decision Reference DRN-5634454
18 Nov 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5634454 The complaint Mr R complains that Monzo Bank Ltd didn’t do enough to protect him from the financial harm caused by an employment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known t... (4 pages)View decision -
Decision Reference DRN-5934981
18 Nov 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5934981 The complaint Mr B complains Mercedes-Benz Financial Services UK Limited (MBFS) mis-sold a car to him because it didn’t explain the safety features of the Active Brake Assist (ABA). In particular, he complains he wasn’t told it could activate and brake without reason. What ... (3 pages)View decision -
Decision Reference DRN-5915035
18 Nov 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5915035 The complaint Mr D complains that the sale of boiler insurance policy provided by Domestic & General Insurance Plc (D&G) was mishandled, meaning he wasn’t provided with the proper level of cover and didn’t receive policy documents. Mr D took out the policy with an ag... (2 pages)View decision -
Decision Reference DRN-5960587
18 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5960587 The complaint Mr D has complained that Santander UK Plc won’t refund the money he lost after falling victim to a scam. What happened In summary, in 2024 Mr D matched with a scammer on a dating app. The scammer built up an online relationship with him and then mentioned their... (5 pages)View decision