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-5236936
3 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5236936 The complaint Mrs W says that she fell victim to a scam. She wants Barclays Bank UK PLC to refund the money that she sent to one of its account holders. Mrs W has also complained to her own bank which sent the payments. I have considered that complaint separately. This decis... (4 pages)View decision -
Decision Reference DRN-5176614
3 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5176614 The complaint Mrs W made payments towards an investment that she now considers to have been a scam. She wants HSBC UK Bank Plc to refund the money that she’s lost. Mrs W has also complained to the banks which received the money she sent. I have considered those complaints se... (5 pages)View decision -
Decision Reference DRN-4769166
3 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4769166 The complaint Ms O complains that Santander UK Plc (‘Santander’) hasn’t refunded a faster payment she believes she made because of an authorised push payment (‘APP’) scam. What happened The circumstances of the complaint are well known to both parties, so I don’t intend to r... (3 pages)View decision -
Decision Reference DRN-5289005
3 Mar 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5289005 The complaint Mr H complains about how Starling Bank Limited (Starling) treated him within communication he had when he contacted them about a direct debit, and to raise a complaint. What happened The details of this complaint are well known to both parties, so I won’t repea... (2 pages)View decision -
Decision Reference DRN-5341428
3 Mar 2025 The Mortgage Works (UK) Plc UpheldMortgagesDRN-5341428 The complaint Mr W complains about how The Mortgage Works (UK) PLC (“TMW”) has managed his Buy To Let (“BTL”) mortgage. Mr W’s concerns centre around TMW’s January 2024 decision to use powers under the terms of this mortgage to instruct receivers operating under the Law of P... (9 pages)View decision -
Decision Reference DRN-5306137
3 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5306137 The complaint Mr G complains that Vanquis Bank Limited irresponsibly lent to him. Mr G 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 G himself. What happen... (3 pages)View decision -
Decision Reference DRN-4859716
3 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-4859716 The complaint Mr and Mrs W complain that Nationwide Building Society won’t refund the money they transferred to a builder who has failed to complete the agreed work. What happened The background to this complaint is well known to both parties and the investigator’s view cove... (4 pages)View decision -
Decision Reference DRN-5055253
3 Mar 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-5055253 The complaint Miss F has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which she paid for with credit it provided. What happened In January 2023 Miss F entered into a 25 month fixed sum loan agr... (4 pages)View decision -
Decision Reference DRN-5308942
3 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5308942 The complaint Mr B complains NewDay Ltd trading as Aqua irresponsibly lent to him. What happened Mr B was approved for an Aqua credit card in April 2022 with a £1,200 credit limit. The credit limit was increased to £1,700 in April 2023. Mr B says that the credit limit increa... (3 pages)View decision -
Decision Reference DRN-4913153
3 Mar 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4913153 The complaint Mrs L complains that Lloyds acted irresponsibly in how it handled her overdraft facility on her current account when it applied charges when she was struggling financially. What happened Mrs L has held a current account with Lloyds for a number of years and wi... (4 pages)View decision
