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 160340 results
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Decision Reference DRN-5356313
6 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5356313 The complaint Ms G complains on behalf of her firm “S” about the service received from HSBC UK Bank Plc (“HSBC”) when processing transactions. In particular, she is unhappy with the time it took for HSBC to process a large transaction which resulted in her personally incurri... (3 pages)View decision -
Decision Reference DRN-5016128
6 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5016128 The complaint Mr H via a representative complains that HSBC UK Bank Plc (“HSBC”) won’t refund the money he lost to an investment scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In November 2023, Mr H ... (3 pages)View decision -
Decision Reference DRN-5230376
6 Mar 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5230376 The complaint Mrs B is unhappy that a car supplied to her under a conditional sale agreement with Stellantis Financial Services UK Limited trading as Vauxhall Finance (‘Stellantis’) was of an unsatisfactory quality. What happened In March 2023, Mrs B was supplied with a use... (3 pages)View decision -
Decision Reference DRN-5314803
6 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5314803 The complaint Mr P complains that Vanquis Bank Limited irresponsibly lent to him. Mr P is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr P himself. What happen... (4 pages)View decision -
Decision Reference DRN-5108311
6 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5108311 The complaint Mr B is unhappy with how Monzo Bank Ltd (Monzo) handled a chargeback claim he made to them. What happened Mr B complained about an online gaming subscription service he had taken out with a supplier I shall call ‘R’. He paid for this with his Monzo debit card a... (4 pages)View decision -
Decision Reference DRN-5352433
6 Mar 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5352433 The complaint Mrs M complains about the service she received from Clydesdale Bank Plc trading as Virgin Money (“Virgin”) when trying transfer her ISA with another provider to it. Mrs M says Virgin repeatedly failed to complete the transfer request correctly which resulted in... (3 pages)View decision -
Decision Reference DRN-5321476
6 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5321476 The complaint Mr N complains about the service he received from Santander UK Plc when he called to unblock his credit card. What happened On 9 April 2024 Mr N called Santander because his credit card had been blocked and he needed it to be unblocked. Mr N heard a recorded me... (3 pages)View decision -
Decision Reference DRN-5340205
6 Mar 2025 Santander UK Plc UpheldConsumer CreditDRN-5340205 The complaint Mr G complains that Santander UK Plc (Santander) didn’t explain how interest would be charged on a loan he took out with them. He says that the interest rate was too high and that he didn’t receive a copy of the agreement until after the cooling off period had ... (2 pages)View decision -
Decision Reference DRN-5248615
6 Mar 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5248615 The complaint Mr Y is unhappy that Starling Bank Limited will not refund £1,607.52 he lost as the result of a scam. What happened As both parties are familiar with the details of the scam I will not repeat them in full here. In summary, Mr Y fell victim to an impersonation s... (3 pages)View decision -
Decision Reference DRN-5102955
6 Mar 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5102955 The complaint Mrs A complains that Motability Operations Limited (MOL) will not allow her to purchase the car that is the subject of a hire agreement with them. When I refer to what Mrs A and MOL have said, it should also be taken to include things said on their behalf. Wh... (3 pages)View decision
