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-5542739
19 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5542739 The complaint Ms L complains that Santander UK Plc didn’t do enough to prevent her losing money to a scam. Ms L has used a representative to bring her complaint. But, for ease of reading, I’ll mostly just refer to Ms L herself where I also mean the representative. What hap... (3 pages)View decision -
Decision Reference DRN-5406484
19 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5406484 The complaint Mr H complains that Santander UK Plc won’t refund the money he says he lost to a scam. Mr H has been represented in this complaint by a claims management company. What happened The background to the complaint is well known to the parties, so I’ll simply summari... (4 pages)View decision -
Decision Reference DRN-5601185
19 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5601185 The complaint Mr D complains that NewDay Ltd (NewDay) acted irresponsibly in agreeing to a credit card account and subsequent credit limit increases. In bringing his complaint Mr D is represented by a third party. For ease of reading I will only refer to Mr D in my decision.... (4 pages)View decision -
Decision Reference DRN-5479740
19 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5479740 The complaint Miss R complains that Revolut Ltd won’t refund payments she didn’t make or otherwise authorise. What happened In August 2024, Miss R received a call from someone purporting to be from Revolut. She states the caller knew some of her personal details and mention... (3 pages)View decision -
Decision Reference DRN-5756012
19 Aug 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5756012 The complaint Miss S is unhappy that Clydesdale Bank Plc, trading as Virgin Money, have reported a late payment to her credit file. What happened Miss S has a credit account with Virgin. On 11 November 2024, Virgin issued a monthly account statement to Miss S which explained... (3 pages)View decision -
Decision Reference DRN-5747759
19 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5747759 The complaint Mrs M and Mr M complain that Santander UK Plc (“Santander”) failed to properly dispense cash, leaving them with a substantial shortfall after visiting a branch. What happened Mrs M and Mr M explained that they needed cash to pay for ongoing building work. They’... (4 pages)View decision -
Decision Reference DRN-5131561
19 Aug 2025 Barclays Bank Plc Not upheldBanking and PaymentsDRN-5131561 The complaint A company, which I’ll refer to as C, complains that Barclays Bank Plc trading as Barclaycard (Barclays), failed to notify it of two chargeback claims, which meant it was denied the opportunity to present evidence in rebuttal. In bringing this complaint, C is r... (4 pages)View decision -
Decision Reference DRN-5696320
19 Aug 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5696320 The complaint Miss J has complained about the quality of the fitting of flooring, paid for using her HSBC UK Bank Plc trading as first direct credit card. What happened In January 2024, Miss J bought new flooring, the cost of which included fitting. She paid two instalments ... (3 pages)View decision -
Decision Reference DRN-5353444
19 Aug 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5353444 The complaint Miss T is unhappy with how Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (VWFS) treated her when she got into financial difficulty in relation to a car financed under a hire purchase agreement. What happened In July 2021 Miss T w... (4 pages)View decision -
Decision Reference DRN-5757387
19 Aug 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5757387 The complaint Mrs W complains that NewDay Ltd rejected her claim under section 75 Consumer Credit Act 1974 (“s.75”). What happened In August 2024 Mrs W booked a rental holiday cottage at a cost of £1,789.20 using her NewDay credit card. She booked it through a host website w... (3 pages)View decision
