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-5620034
12 Jun 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5620034 The complaint Ms B complained about the way TSB Bank plc (‘TSB’) handled her account switch. What happened Ms B held an overdrawn account with a bank I’ll call ‘N’ and she wanted to switch to TSB. The switch took longer than Ms B was expecting and she was also unhappy that t... (6 pages)View decision -
Decision Reference DRN-5232455
12 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5232455 The complaint Mr W is complaining that Revolut Ltd didn’t do enough to prevent him from making payments to a scam. The complaint is brought on his behalf by a professional representative. What happened Both parties are familiar with the circumstances of this scam so I won’t ... (4 pages)View decision -
Decision Reference DRN-5337455
12 Jun 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5337455 The complaint Mrs E complains Santander UK Plc unfairly registered a default against her and closed her account. What happened Mrs E held a Santander current account which opened in August 2018. In 2022 Mrs E started experiencing personal and financial challenges, and she ... (4 pages)View decision -
Decision Reference DRN-5621131
12 Jun 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5621131 The complaint Mr G is unhappy Clydesdale Financial Services Limited, trading as Barclays Partner Finance (BPF) reported a default to his credit file without giving him any notice that payments towards his loan had been missed. What happened I issued my provisional decision ... (3 pages)View decision -
Decision Reference DRN-5469113
12 Jun 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5469113 The complaint Mr L, a sole trader, complains that HSBC UK Bank Plc should not have allowed him to have an arranged overdraft – and that it should not have allowed that overdraft to increase. What happened HSBC initially agreed an overdraft of £8,000 for Mr L on 21 August 20... (4 pages)View decision -
Decision Reference DRN-5067662
12 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5067662 The complaint Mr R complains that Revolut Ltd won’t refund him money he lost in an investment scam. Mr R is being represented by a professional representative, but I’ll just refer to Mr R for ease of reading. What happened The circumstances surrounding this complaint are w... (4 pages)View decision -
Decision Reference DRN-5577158
12 Jun 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5577158 The complaint Mr L is unhappy with the service he’s received from The Royal Bank of Scotland Plc (RBS) when he exceeded his overdraft limit, and he subsequently requested a repayment plan. What happened Towards the end of December 2024, RBS informed Mr L that, as he’d gone ... (2 pages)View decision -
Decision Reference DRN-5384849
12 Jun 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5384849 The complaint Mr C complains about the markers Barclays Bank UK PLC (“Barclays”) put on the CIFAS database about him. What happened In August 2022 Mr C was out on a night out for his birthday. He says he invited two people he’d met back to his hotel room to continue drinking... (3 pages)View decision -
Decision Reference DRN-5578144
12 Jun 2025 Paratus AMC Limited UpheldMortgagesDRN-5578144 The complaint Mr M’s mortgage with Paratus AMC Limited trading as Foundation Home Loans has been paid by Miss E for some years. Miss E says she’s only recently discovered that paying at the end of the month costs her more, and she says Paratus should have told her this earli... (8 pages)View decision -
Decision Reference DRN-5203598
12 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5203598 The complaint Mr T complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) won’t reimburse him for payments he made to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of s... (3 pages)View decision
