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 369227 results
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Decision Reference DRN-5232237
23 Jun 2025 Marsh Finance Limited UpheldConsumer CreditDRN-5232237 The complaint Mr A complains that a car supplied to him under a hire purchase agreement with Marsh Finance Limited (MFL) is of unsatisfactory quality. What happened The circumstances surrounding this complaint and my initial findings were set out in my provisional decision w... (6 pages)View decision -
Decision Reference DRN-5640458
23 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5640458 The complaint Miss B complains about the way Lloyds Bank PLC administered her current account and how it treated her when she was in financial difficulty. What happened Miss B previously held a student current account with Lloyds, which was later converted to a regular curre... (4 pages)View decision -
Decision Reference DRN-5555607
23 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5555607 The complaint Mr M has complained HSBC UK Bank plc lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In November 2023 one of Mr M’s accounts with HSBC received £7,272. 17 payments were made the same day to two other named account... (3 pages)View decision -
Decision Reference DRN-5542427
23 Jun 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5542427 The complaint Miss R has complained Santander UK plc won’t refund her for a cash machine withdrawal that wasn’t successfully completed. What happened In October 2024 Miss R used a cash machine outside a local supermarket to withdraw £230. She was concerned at a notice displa... (3 pages)View decision -
Decision Reference DRN-5499489
23 Jun 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5499489 The complaint Mr M complains Vanquis Bank Limited lent to him irresponsibly when they approved his application for a credit card. What happened Mr M complains Vanquis failed to carry out adequate checks when making the lending decision below: Date Credit limit 22 January 2... (3 pages)View decision -
Decision Reference DRN-5441128
23 Jun 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5441128 The complaint Mr E has complained American Express Services Europe Limited lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Transactions on Mr E’s account with Amex raised an alert. Amex asked Mr E to provide at least two months... (2 pages)View decision -
Decision Reference DRN-5516819
23 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5516819 The complaint Mr D complains that Bank of Scotland plc trading as Halifax applied interest to his current account’s overdraft unfairly. What happened Mr D held a Halifax current account with an arranged overdraft limit of £2,000. In 2022, Mr D entered into a repayment agreem... (2 pages)View decision -
Decision Reference DRN-5325384
23 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5325384 The complaint Mr B has complained that Revolut Ltd won’t refund money he has lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on giving the reasons for my decision. What I... (6 pages)View decision -
Decision Reference DRN-5633377
23 Jun 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5633377 The complaint Mr and Mr K complain that Inter Partner Assistance SA (IPA) declined their claim against their travel insurance policy. Reference to IPA includes its agents. What happened The details of this complaint are well known to both parties, so I won’t repeat them aga... (4 pages)View decision -
Decision Reference DRN-5274859
23 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5274859 The complaint Miss S has complained Santander UK plc won’t refund her after she was a victim of fraud. She’s also upset about the service she’s received. What happened Miss S was concerned about fraudulent transactions in 2022. She changed her email address then planned to i... (2 pages)View decision
