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 171073 results
-
Decision Reference DRN-5754377
4 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5754377 The complaint Mr S complains that Wise Payments Limited has not recovered funds which were credited to the wrong account. What happened In May 2023 one of Mr S’s clients tried to pay an invoice for US$13,000 by way of transfer to his Wise account. Wise is an international mo... (2 pages)View decision -
Decision Reference DRN-5797103
4 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5797103 The complaint Mr V complains about the way Nationwide Building Society handled a claim he made to it in respect of a purchase he made using his credit card. What happened Mr V made two separate payments for flights using his Nationwide credit card. He purchased the flights ... (5 pages)View decision -
Decision Reference DRN-5726816
4 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5726816 The complaint Mr S is unhappy that National Westminster Bank Public Limited Company (NatWest) won’t refund payments he made because of a cryptocurrency based, job scam. What happened In summary, Mr S was contacted by someone in March 2025, who he thought was making him a jo... (3 pages)View decision -
Decision Reference DRN-5794224
4 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5794224 The complaint Mr A complains that Santander UK Plc will not refund him for failed cash withdrawals despite the money being debited from his account. What happened On 25 May 2025, Mr A says he attempted to withdraw two amounts of £250 using an Automated Teller Machine (‘ATM’)... (2 pages)View decision -
Decision Reference DRN-5794857
4 Sep 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5794857 The complaint Mr N complains about the quality of a car he has been financing through an agreement with STARTLINE MOTOR FINANCE LIMITED (Startline). What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview ... (4 pages)View decision -
Decision Reference DRN-5644468
4 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5644468 The complaint Mr E complains that Santander UK Plc caused delays when switching his account to a student account. Throughout the course of Mr E’s communications and complaint with Santander he appears to have been supported by a family member. However, for simplicity I will ... (4 pages)View decision -
Decision Reference DRN-5745895
4 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5745895 The complaint Mr O complains about the way in which NewDay Ltd trading as Aqua has handled his chargeback dispute and the impact its actions have had on his financial situation and credit file. What happened Mr O made four purchases using his Aqua credit card from a retailer... (4 pages)View decision -
Decision Reference DRN-5587406
4 Sep 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5587406 The complaint Miss H complains that MotoNovo Finance Limited lent to her when she could not afford it by approving a finance agreement to get a car through hire purchase. Miss H also says that its MotoNovo’s fault that she’s still has a £4,000 deficit to pay. What happened O... (6 pages)View decision -
Decision Reference DRN-5659475
4 Sep 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5659475 The complaint Mrs O complains that HSBC UK Bank Plc (“HSBC”) irresponsibly provided her with a loan whilst she was struggling financially and didn’t conduct sufficient affordability checks. What happened HSBC provided Mrs O with a loan for £1,000 on 6 February 2020. The ter... (4 pages)View decision -
Decision Reference DRN-5772320
4 Sep 2025 Volvo Car Financial Services UK Limited Not upheldConsumer CreditDRN-5772320 The complaint Mr W is unhappy with the quality of a car financed by a conditional sale agreement from Volvo Car Financial Services UK Limited. What happened In March 2025, Mr W entered into a conditional sale agreement with Volvo for a brand new car. The cash price was £42,1... (2 pages)View decision
