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 380824 results
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Decision Reference DRN-5707779
22 Jul 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5707779 The complaint Ms C is complaining about Santander UK Plc’s customer service in relation to her credit card account. What happened Ms C held a credit card account with Santander. In early January 2025 she tried to use the credit card for an online transaction, but it was decl... (8 pages)View decision -
Decision Reference DRN-5707667
22 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldMortgagesDRN-5707667 The complaint Mr C complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY made a payment to his property’s management company and added them to the balance of the mortgage. What happened In 2006, Mr C took out a mortgage with NatWest. He later added his now ex-partn... (3 pages)View decision -
Decision Reference DRN-5583903
22 Jul 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5583903 The complaint Mr S complains that Volkswagen Financial Services (UK) Limited trading as Volkswagen Financial Services (VWFS) shouldn’t have paid, and then charged, Mr S for a parking charge notification (PCN). He would like the charge refunded. What happened The details of ... (2 pages)View decision -
Decision Reference DRN-5422534
22 Jul 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5422534 The complaint Mr K complained about Liverpool Victoria Insurance Company Limited’s (“LV”) decision to accept liability following an accident he was involved in, under his motor insurance policy. What happened Mr K was involved in a collision when driving. He didn’t think he ... (3 pages)View decision -
Decision Reference DRN-5702582
22 Jul 2025 Santander UK Plc Not upheldMortgagesDRN-5702582 The complaint Mr D’s complaint is about a mortgage he holds with Santander UK Plc. The essence of the complaint can be summarised under two broad bullet points. Thes are: that Mr D was wrongly told on the phone that a lump-sum refund of historic charges had put his mortg... (4 pages)View decision -
Decision Reference DRN-5646364
22 Jul 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5646364 The complaint Mr H and Miss H said they’d been paying for a home insurance policy with AXA Insurance UK Plc (“AXA”) that didn’t meet the description it was sold as, and they think their policy was unfairly cancelled without sufficient notice being given. What happened Mr H a... (2 pages)View decision -
Decision Reference DRN-5487452
22 Jul 2025 London Mutual Credit Union Limited Not upheldBanking and PaymentsDRN-5487452 The complaint Mr A complains that London Mutual Credit Union Limited (“LMCU”) won’t refund payments he didn’t make or otherwise authorise. What happened In February 2024, Mr A received a call from an individual impersonating LMCU. They told him they had identified suspiciou... (3 pages)View decision -
Decision Reference DRN-5707558
22 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5707558 The complaint Ms L is being represented by solicitors. She’s complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Ms L fell victim to a cruel investment scam. She was contacted by the scammer after responding t... (7 pages)View decision -
Decision Reference DRN-5664262
22 Jul 2025 Charter Court Financial Services Limited Not upheldBanking and PaymentsDRN-5664262 The complaint Mr L complains about the service he received from Charter Court Financial Services Limited trading as Charter Savings Bank. What happened On 7 April 2025 Mr L instructed a withdrawal from his account with Charter Savings Bank expecting the funds to be transfer... (2 pages)View decision -
Decision Reference DRN-5695281
22 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5695281 The complaint Mr G complains that Barclays Bank UK PLC has lost his jewellery that he deposited for safe keeping. What happened Mr G says he deposited valuable jewellery with Barclays in around 2015. He says he then viewed the items at a later date before they were returned ... (2 pages)View decision
