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
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Decision Reference DRN-5582045
20 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5582045 The complaint Miss C complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest), lent to her irresponsibly when they provided her with a credit card and later increased her limit. What happened In November 2018, Miss C was provided with a Credit Card by NatWe... (4 pages)View decision -
Decision Reference DRN-5743051
20 Aug 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5743051 The complaint Miss C complains that Wise Payments Limited won’t refund money she lost when she was a victim of a job scam. Miss C is represented by a firm I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refe... (4 pages)View decision -
Decision Reference DRN-5706794
20 Aug 2025 Paragon Bank Plc UpheldBanking and PaymentsDRN-5706794 The complaint Mr S complains that Paragon Bank Plc didn’t respond correctly to his request for interest from his fixed rate ISA to be paid to another ISA. What happened Mr S explains that he made the request online on 20 March 2025. When this hadn’t been done, he followed th... (2 pages)View decision -
Decision Reference DRN-5548473
20 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5548473 The complaint Mr K complains that Nationwide Building Society (Nationwide) failed to refund him for an unsatisfactory meal through its disputes process. What happened Mr K paid for a meal for himself and three others on 8 August 2024 using his Nationwide credit card. He sai... (3 pages)View decision -
Decision Reference DRN-5520302
20 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5520302 The complaint Miss E complains that Barclays Bank UK PLC trading as Tesco Bank irresponsibly lent to her. Miss E is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as bei... (3 pages)View decision -
Decision Reference DRN-5673509
20 Aug 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5673509 The complaint Mrs A is unhappy with how Santander Consumer (UK) Plc trading as Santander Consumer Finance treated her when they terminated her agreement with them and repossessed the car they’d supplied her. Mrs A has been represented during the complaint process by Mr S. F... (4 pages)View decision -
Decision Reference DRN-5765096
20 Aug 2025 Lantern Debt Recovery Services Limited Not upheldConsumer CreditDRN-5765096 The complaint Mr A complains Lantern contacted him regarding a debt he doesn’t owe and was fraudulently taken out in his name. What happened As I understand it a catalogue shopping account was opened in Mr A’s name with a company I’ll refer to as J. They sold the account to ... (2 pages)View decision -
Decision Reference DRN-5039648
20 Aug 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5039648 The complaint Mr and Mrs W complain that HSBC UK Bank Plc won’t refund the full amount of money they lost to a scam. Although this account is in joint names, Mrs W was the person scammed, so I’ll mostly refer to her throughout the decision. What happened The background to th... (4 pages)View decision -
Decision Reference DRN-5764453
20 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5764453 The complaint Mr L complains about the way Bank of Scotland plc trading as Halifax handled a request to update his address on his credit card account. What happened I issued a provisional decision setting out what I thought about Mr L's complaint. I’ve copied the releva... (4 pages)View decision -
Decision Reference DRN-5603503
20 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5603503 The complaint Mr J complains that Nationwide Building Society didn’t adequately support him with his gambling addiction. What happened Mr J previously complained to Nationwide in 2023. As part of that complaint, he told Nationwide he was on medication which left him unable t... (3 pages)View decision
