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 162956 results
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Decision Reference DRN-5622887
13 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5622887 The complaint Mr D complains Barclays Bank UK PLC (trading as Barclaycard) failed to help him get his money back for a jewellery valuation he was unhappy with. What happened I issued my provisional decision on this complaint on around 31 March 2025. An extract from that pro... (9 pages)View decision -
Decision Reference DRN-5558403
13 Jun 2025 Evolution Lending Limited UpheldMortgagesDRN-5558403 The complaint Mr and Mrs E complain that Evolution Lending Limited irresponsibly lent them a second charge mortgage (secured loan). They complain that they couldn’t afford the monthly loan payments and the loan didn’t repay all of their existing debts. What happened In 2019... (4 pages)View decision -
Decision Reference DRN-5487061
13 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5487061 The complaint Mr D1(father) and Mr D2 (son) complain that Santander UK Plc refused to speak to with Mr D2 on the telephone, after asking him security questions. They also complain that they weren’t given information when they requested it. The details of this complaint are w... (1 page)View decision -
Decision Reference DRN-5453402
13 Jun 2025 Experian Limited Not upheldConsumer CreditDRN-5453402 The complaint Mr D complains Experian Limited is reporting incorrect information on his credit file. What happened When applying for lending, Mr D noticed his credit score was lower than expected. As a result, he reviewed his credit file and said Experian was reporting an a... (3 pages)View decision -
Decision Reference DRN-5510269
13 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5510269 The complaint Mr I complains the failure of Barclays Bank UK PLC’s mobile application (app) meant he couldn’t make purchases and missed an important family event. What happened Barclays’ app stopped working on the morning of 8 March 2025. This meant Mr I couldn’t transfer ... (3 pages)View decision -
Decision Reference DRN-4872436
13 Jun 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4872436 The complaint Mr K has complained about American Express Service Europe Limited’s (AESEL’s) handling of his claim. What happened Mr K booked accommodation abroad via an agent I shall call “F” during 2023 for a total sum of £636.19. This comprised of two payments of £272.01... (5 pages)View decision -
Decision Reference DRN-5470451
13 Jun 2025 Tranzfar Ltd UpheldBanking and PaymentsDRN-5470451 The complaint Mrs I complains that Tranzfar Ltd trading as Tranzfar did not complete an international transfer she made. What happened On 1 July 2024 Mrs I asked Tranzfar to complete two international transfers for her, to an account in Nigeria. Both transactions were for £1... (2 pages)View decision -
Decision Reference DRN-5622739
13 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5622739 The complaint With the help of a professional representative (PR), Mr H complains that Santander UK Plc lent to him irresponsibly. For ease, I’ll refer mainly to the actions of the PR as being those of Mr H. What happened Mr H has had a current account with Santander since M... (5 pages)View decision -
Decision Reference DRN-5606966
13 Jun 2025 Black Horse Limited UpheldConsumer CreditDRN-5606966 The complaint Mr B complains through a representative that Black Horse Limited (“Black Horse”) gave him finance without carrying out adequate affordability checks. Had it done better checks it would’ve seen that the finance wasn’t affordable. For ease of reading, I’ve refer... (6 pages)View decision -
Decision Reference DRN-5622723
13 Jun 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5622723 The complaint Mr T complains that Starling Bank Limited (Starling) is refusing to refund him the amount he lost as the result of a scam. Mr T is being represented by a third party. To keep things simple, I will refer to Mr T throughout my decision. What happened The backgrou... (3 pages)View decision
