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 383541 results
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Decision Reference DRN-5594920
3 Jul 2025 Santander UK Plc Not upheldConsumer CreditDRN-5594920 Complaint Mrs C has complained about a loan Santander UK Plc (“Santander”) provided to her. She says the loan was unaffordable and so shouldn’t have been provided. Background Santander provided Mrs C with a loan for £7,000.00 in January 2020. This loan was due to be repaid ... (2 pages)View decision -
Decision Reference DRN-5391663
3 Jul 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5391663 The complaint Mr S has complained about AXA Insurance UK Plc trading as Swiftcover. He isn’t happy about the increase in his motor insurance premium when he moved address. What happened Mr S moved address, and he was surprised to find out that his premium increased when he e... (2 pages)View decision -
Decision Reference DRN-5592851
2 Jul 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5592851 The complaint Miss C complains that Capital One (Europe) plc didn’t stop gambling transactions on her account. What happened Miss C opened a credit card account with Capital One in March 2020. She’s unhappy because Capital One didn’t stop transactions made to casinos and sub... (2 pages)View decision -
Decision Reference DRN-5665647
2 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5665647 The complaint Mr H has complained that Monzo Bank Ltd registered a fraud marker against him. What happened In late 2024, Mr H received a series of credits from various third parties, which were quickly spent or forwarded on. Multiple institutions reported that Mr H had recei... (4 pages)View decision -
Decision Reference DRN-5665642
2 Jul 2025 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-5665642 The complaint Mr E has complained that Prepay Technologies Ltd won’t refund transactions he says he didn’t make or otherwise authorise. What happened Mr E was on a night out while abroad. Over the course of about 20 minutes, his Prepay card was used for a number of transacti... (3 pages)View decision -
Decision Reference DRN-5643962
2 Jul 2025 ClearBank Limited Not upheldBanking and PaymentsDRN-5643962 The complaint S, a limited company, has complained that ClearBank Limited (trading as Tide) won’t refund the money it lost in a scam. Mr K, as director, is handling the case on behalf of the company. What happened In summer 2024, S was buying a property. A scammer intercepte... (2 pages)View decision -
Decision Reference DRN-5592845
2 Jul 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5592845 The complaint Miss V complains that Vanquis Bank Limited misinformed her about a balance transfer. What happened On 24 February 2025 Miss V requested a balance transfer to her Vanquis credit card for £721.82 via the app. The same day Miss V called Vanquis and requested anoth... (2 pages)View decision -
Decision Reference DRN-5595158
2 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5595158 The complaint Mr R complains about the security process when logging int his online account with NewDay Ltd trading as John Lewis Credit Card. What happened Mr R is concerned that the security on his John Lewis credit card account is poor. He says that when accessing his acc... (2 pages)View decision -
Decision Reference DRN-5586691
2 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5586691 The complaint Mr W complains that he was unable to complete a transaction with his Tesco Bank card whilst travelling abroad. He’s also unhappy with the format in which the response to his complaint was issued. What happened Mr W experienced issues using his credit card to pa... (2 pages)View decision -
Decision Reference DRN-5583745
2 Jul 2025 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-5583745 The complaint Ms N on behalf of the estate of Mr V complains that Sainsburys Bank Plc made an error when it advised of the closing balance of her late partners credit card account. What happened Ms N is unhappy that Sainsburys Bank Plc sent a letter chasing her for an incorr... (2 pages)View decision
