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 384131 results
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Decision Reference DRN-5849001
20 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5849001 The complaint Mrs O complains about Santander UK Plc. She says that Santander shouldn’t have let her make a payment to a builder and would like it to refund her the amount of the payment. What happened Mrs O noticed that her neighbour was having some work done on their pro... (2 pages)View decision -
Decision Reference DRN-5916784
20 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5916784 The complaint Ms M complained about the actions and service provided by Bank of Scotland plc when she found her account had been put into dormancy and was then repeatedly blocked. To put things right, she wants more compensation than Bank of Scotland has paid in connection w... (3 pages)View decision -
Decision Reference DRN-5965182
20 Nov 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5965182 The complaint Mr M complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the “Lender”) has declined a claim he brought under Section 75 of the Consumer Credit Act 1974 (“CCA”), and gave him a loan which was arranged by a credit broker who ... (3 pages)View decision -
Decision Reference DRN-5850044
20 Nov 2025 Santander UK Plc Not upheldMortgagesDRN-5850044 The complaint Mr O complains that Santander UK Plc treated him unfairly regarding his mortgage arrears. He asks that Santander pays compensation and removes adverse data from his credit file. What happened Mr O’s mortgage with Santander has been in arrears since 2019. Mr O s... (4 pages)View decision -
Decision Reference DRN-5794545
20 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5794545 The complaint X complains about HSBC UK Bank Plc. X says that they have been the victim of a scam and would like HSBC to refund him the money they have lost. What happened X was introduced to an investment in ‘B’ by ‘K’, and advisor who a family friend had used previously.... (4 pages)View decision -
Decision Reference DRN-5924765
20 Nov 2025 Madison CF UK Limited Not upheldBanking and PaymentsDRN-5924765 The complaint Ms H complains that Madison CF UK Limited, trading as 118 118 Money, irresponsibly provided her a credit card. What happened In March 2019, Ms H was approved for a credit card by 118 118 Money; the initial limit was £225, which was in place for around a year, ... (3 pages)View decision -
Decision Reference DRN-5591660
20 Nov 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5591660 The complaint Mr S complains American Express Services Europe Limited declined a Section 75 claim for a purchase on his credit card. What happened Mr S booked a cruise for himself and his family, paying with his American Express credit card. Mr S was disappointed with the ... (4 pages)View decision -
Decision Reference DRN-5863346
20 Nov 2025 Lex Autolease Ltd Not upheldConsumer CreditDRN-5863346 The complaint Mr G complains about charges in relation to a car he took out using a hire purchase agreement provided by Lex Autolease Ltd (“Lex”). What happened In April 2023, Mr G acquired a car using a hire agreement with Lex. The minimum period of hire was 55 months, mad... (2 pages)View decision -
Decision Reference DRN-5958107
20 Nov 2025 Inclusive Finance Limited UpheldConsumer CreditDRN-5958107 The complaint Miss B complains that Inclusive Finance Limited trading as Creditspring unfairly arranged two revolving credit facilities that she says were unaffordable for her. What happened Miss B entered into two revolving credit agreements with Creditspring. The faciliti... (3 pages)View decision -
Decision Reference DRN-5775501
20 Nov 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5775501 The complaint The estate of Mrs A has complained Nationwide Building Society won’t refund various transactions which they didn’t authorise. What happened Mrs A died in June 2024. She had reached an advanced age but had spent the previous six months being seriously ill with s... (3 pages)View decision
