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
-
Decision Reference DRN-5777368
27 Aug 2025 LeasePlan UK Limited UpheldConsumer CreditDRN-5777368 The complaint Mr T complains about charges he was asked to pay by LeasePlan UK Limited (LeasePlan) when he returned a car he had been financing through an agreement with them. What happened I issued my provisional decision on this complaint early this month. An extract from... (4 pages)View decision -
Decision Reference DRN-5570332
27 Aug 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5570332 The complaint Mrs S complains that a car that was supplied to her under a hire purchase agreement with MotoNovo Finance Limited wasn’t of satisfactory quality. What happened A used car was supplied to Mrs S under a hire purchase agreement with MotoNovo Finance that she signe... (4 pages)View decision -
Decision Reference DRN-5663454
26 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5663454 The complaint Mrs V complains that Santander UK Plc (Santander) has treated her unfairly in relation to its obligations with regard to a payment she made using her credit card. What happened In November 2024, Mrs V made a payment of £2,807.84 using her Santander credit card.... (4 pages)View decision -
Decision Reference DRN-5750985
26 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5750985 The complaint Mr G is unhappy that Barclays Bank UK PLC, trading as Barclaycard, didn’t provide him a level of forbearance he feels they should have provided in consideration of his mental health and his poor financial position. What happened Mr G has a credit account with ... (3 pages)View decision -
Decision Reference DRN-5404304
26 Aug 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5404304 The complaint Mrs D has complained that Nationwide Building Society won’t refund the money she lost after falling victim to a scam. What happened Mrs D saw an advert on social media for an investment scheme. She enquired, was added to a group chat, and was offered very large... (3 pages)View decision -
Decision Reference DRN-5777176
26 Aug 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5777176 The complaint Mr M is unhappy that TSB Bank plc have reapplied the wrong date to a default. What happened Mr M previously raised a complaint with this service, the resolution of which was the TSB would change the date of default of his account from July 2019 to November 2018... (3 pages)View decision -
Decision Reference DRN-5217390
26 Aug 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5217390 The complaint S complains that Barclays Bank UK PLC closed its business account in error and that the compensation it offered for that error is insufficient. What happened S is a partnership and family business. I’ll refer to the partners as Mr and Mrs P. S has banked with B... (2 pages)View decision -
Decision Reference DRN-5465335
26 Aug 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5465335 The complaint Mr Z complains that Starling Bank Limited unfairly closed his accounts. What happened In July last year, Starling wrote to Mr Z advising it had decided to close his accounts. Mr Z complained as he’s unhappy the bank decided to do so without an explanation. Mr Z... (2 pages)View decision -
Decision Reference DRN-5755967
26 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5755967 The complaint Mr S complains that Santander UK Plc (‘Santander’) won’t reimburse the money that was lost to a scam. What happened The background is known to both parties. I won’t repeat all the details here. In summary, Mr S says he came across a company (I’ll call ‘K’) when... (5 pages)View decision -
Decision Reference DRN-5356728
26 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5356728 The complaint The partners in a partnership, which I’ll refer to as F, complain that Lloyds Bank PLC misled them about their personal liability for a bounce back loan (“BBL”). What happened The partners took out a £50,000 BBL in 2020. F was ultimately unable to recover from ... (2 pages)View decision
