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-5729377
19 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5729377 The complaint Ms H complains that Santander UK Plc has put restrictions on her account and that it refused to remove the restrictions. What happened In December 2024 Ms H reported that she was the victim of a scam, involving cryptocurrency. Santander denied liability for the... (3 pages)View decision -
Decision Reference DRN-5754386
19 Aug 2025 Wescot Credit Services Limited Not upheldBanking and PaymentsDRN-5754386 The complaint A limited company, which I’ll refer to as ‘A’, is unhappy with the service it received from Westcot Credit Services Limited. A’s complaint is brought to this service by it’s director, whom I’ll refer to as ‘Ms K’. What happened A had a Bounce Back Loan (“BBL”) ... (3 pages)View decision -
Decision Reference DRN-5571169
19 Aug 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5571169 The complaint A limited company, which I’ll refer to as ‘A’, is unhappy that Clydesdale Bank Plc, trading as Virgin Money, transferred its account to a debt collection agency (“DCA”). A’s complaint is brought to this service by its director, whom I’ll refer to as ‘Ms K’. Wha... (3 pages)View decision -
Decision Reference DRN-5759050
19 Aug 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5759050 The complaint Mr B has complained about the quality of a car provided on finance by Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Finance (“MBFS”). What happened Both parties are familiar with the circumstances of this complaint, so I’ve summarised th... (7 pages)View decision -
Decision Reference DRN-5274936
19 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5274936 The complaint Mrs F complains that HSBC UK Bank Plc failed to reclaim a payment she made on her debit card. What happened Mrs F used her debit card to book an apartment via an online company that I’ll refer to as “B”; she was due to visit Dublin with her husband for a few d... (4 pages)View decision -
Decision Reference DRN-5763862
19 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5763862 The complaint S, a limited company, complains that Barclays Bank UK Plc have declined to refund them for payments that they say weren’t authorised. They’d like the funds returned to them. S have appointed professional representatives for this case, but for ease of reading I... (5 pages)View decision -
Decision Reference DRN-5727307
19 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5727307 The complaint X complains that Barclays Bank UK PLC (Barclays) won’t refund the direct debit payments he made for council tax under the Direct Debit Guarantee (DDG) scheme. What happened In March 2025, X contacted Barclays to request it to raise an indemnity claim against p... (2 pages)View decision -
Decision Reference DRN-5385283
19 Aug 2025 Brent Shrine Credit Union Limited Not upheldConsumer CreditDRN-5385283 The complaint Mrs W is complaining that Brent Shrine Credit Union Limited trading as My Community Bank (MCB) lent to her irresponsibly by providing her with a personal loan. What happened In August 2022, Mrs W applied for a loan with MCB. They approved her application and le... (3 pages)View decision -
Decision Reference DRN-5583861
19 Aug 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5583861 The complaint Dr D complains that TSB Bank plc unfairly closed her sole account without notice or explanation. What happened Around October last year, Dr D says she found out her account couldn’t be accessed after attempting to make a payment. After contacting the bank, she ... (2 pages)View decision -
Decision Reference DRN-5568093
19 Aug 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5568093 The complaint Mr D and Dr D complain that TSB Bank plc unfairly closed their joint account without notice or explanation. What happened Around October last year, Mr D and Dr D say they found out their account couldn’t be accessed. TSB later confirmed that their account had b... (2 pages)View decision
