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 170994 results
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Decision Reference DRN-5248311
9 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5248311 The complaint Mr C complains that HSBC UK Bank Plc is wrongly holding him liable for the debts of a limited company. What happened In 2020, Mr C was the director of a limited company that I will call S. All parties accept that S borrowed money from HSBC. S subsequently expe... (3 pages)View decision -
Decision Reference DRN-5721413
9 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5721413 The complaint Miss G complains that NewDay Ltd trading as Aqua lent to her irresponsibly by approving a credit card for her in May 2019 and then making credit limit increases which she could not afford to repay. What happened I created this table for clarity. It shows the le... (4 pages)View decision -
Decision Reference DRN-5757616
9 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5757616 The complaint Miss T complains that HSBC UK Bank Plc (“HSBC”) acted irresponsibly when it granted her an overdraft facility, that it failed to monitor her usage of it and that it failed to identify that she was in financial difficulty. What happened Miss T was granted an ov... (3 pages)View decision -
Decision Reference DRN-5249106
9 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5249106 The complaint Mr E is complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr E fell victim to a cruel cryptocurrency investment scam when he paid into an investment scheme recommended by a friend. Between Septe... (2 pages)View decision -
Decision Reference DRN-5803284
9 Sep 2025 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-5803284 The complaint Mr W complains that Prepay Technologies Ltd (“Prepay”) failed to refund transactions he didn’t recognise. What happened What Mr W says Mr W explained that in early August 2024, he used an automated teller machine (ATM) to withdraw £10. He then went for lunch ... (7 pages)View decision -
Decision Reference DRN-5796317
9 Sep 2025 Santander UK Plc UpheldMortgagesDRN-5796317 The complaint Ms D is unhappy with how she’s been treated by Santander UK Plc, in relation to a mortgage. She says that Santander allowed her ex-partner to take out several further advances on their joint mortgage, and switch the mortgage from repayment to interest only, wit... (6 pages)View decision -
Decision Reference DRN-5764722
9 Sep 2025 Yorkshire Building Society Not upheldBanking and PaymentsDRN-5764722 The complaint Mr S is complaining that Yorkshire Building Society (YBS) didn’t do enough to prevent him from making payments to an individual who he says was economically abusing him (who I will refer to as C). The complaint is brought on Mr S’s behalf by his relative, Mrs W... (3 pages)View decision -
Decision Reference DRN-5780856
9 Sep 2025 Commsave Credit Union Limited Not upheldConsumer CreditDRN-5780856 The complaint Mr M is complaining about the way Commsave Credit Union Limited (Commsave) communicated with him about arrears on his loan. What happened Commsave granted an initial loan of £1,500 to Mr M in June 2021, and then granted him several further loans. The last one w... (4 pages)View decision -
Decision Reference DRN-5781390
9 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5781390 The complaint Mrs W complains that Clydesdale Bank PLC trading as Virgin Money failed to provide evidence that it had sent her emails advising of the pending maturity of her ISA. And that it failed to advise her properly regarding transferring to a new ISA leaving her to los... (2 pages)View decision -
Decision Reference DRN-5766060
9 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5766060 The complaint Mr R complains about how Santander UK Plc (Santander) treated him after a cheque he wrote from his Santander account was paid into another bank. What happened In December 2024, Mr R wrote a cheque drawn from his Santander account, and paid it into his account ... (3 pages)View decision
