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 163568 results
-
Decision Reference DRN-5415602
19 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5415602 The complaint Miss J complains Monzo Bank Ltd won’t refund a transaction made from her account which she says she did not make or authorise. What happened On 19 May 2024, a £190 cash withdrawal was made from Miss J’s account. Miss J didn’t recognise the transaction so repor... (3 pages)View decision -
Decision Reference DRN-5078850
19 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5078850 The complaint Mr I complains Barclays Bank UK PLC won’t refund money he lost to two scams. A representative who I will call “T” complains on behalf of Mr I. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But... (4 pages)View decision -
Decision Reference DRN-5636312
19 Jun 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5636312 The complaint Mr and Mrs M’s complaint is, in essence, that First Holiday Finance Ltd (‘the Lender’) acted unfairly and unreasonably by (1) declining to meet their claim of misrepresentation under Section 75 of the Consumer Credit Act 1974 (“CCA”) and (2) being party to an u... (12 pages)View decision -
Decision Reference DRN-5462056
19 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5462056 The complaint Mr and Mrs W complain about the overdraft charges and interest Bank of Scotland plc applied to their account; they’re also unhappy with the level of support they say they’ve received. What happened Mr and Mrs W hold a current account with Bank of Scotland. The... (3 pages)View decision -
Decision Reference DRN-5613083
19 Jun 2025 Bank of Scotland Plc UpheldMortgagesDRN-5613083 The complaint Ms H complains that Bank of Scotland plc trading as Halifax hasn’t treated her fairly considering her vulnerabilities. What happened Ms H has an interest-only mortgage with Halifax. Ms H extended the term of her mortgage a few years ago and the mortgage balance... (3 pages)View decision -
Decision Reference DRN-5341175
19 Jun 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5341175 The complaint Mr M complains Vanquis Bank Limited irresponsibly provided him with an unaffordable credit card account. Mr M’s complaint has been brought by a professional representative, but for ease I’ll refer to all submissions as though they are his own. What happened Va... (3 pages)View decision -
Decision Reference DRN-5633670
19 Jun 2025 First Holiday Finance Ltd UpheldConsumer CreditDRN-5633670 The complaint Mr and Mrs R complain that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding agains... (27 pages)View decision -
Decision Reference DRN-5338053
19 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5338053 The complaint Ms C, who is represented, complains that Santander UK Plc won’t reimburse her money she lost after making an investment. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. Ms C was introduc... (3 pages)View decision -
Decision Reference DRN-5615485
19 Jun 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5615485 The complaint Mr S is unhappy with how Capital One (Europe) plc recorded information on his credit file. What happened In 2014 and 2016 Mr S took out credit cards with Capital One. Unfortunately, Mr S says he got into financial difficulty and suffered severe ill health. He ... (3 pages)View decision -
Decision Reference DRN-5187715
19 Jun 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5187715 The complaint Mr O complains that Starling Bank Limited has not refunded payments made to a business which he says acts fraudulently and did not provide him with what he paid for. What happened Between May and August Mr O made a number of card payments to a business, which I... (2 pages)View decision
