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 157456 results
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Decision Reference DRN-5287841
10 Mar 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5287841 The complaint Ms H has complained Barclays Bank UK PLC won’t refund her for a cash machine withdrawal that wasn’t successfully completed. What happened On 18 June 2024 Ms H went to a cash machine when she was at an airport leaving to go abroad. She attempted to withdraw £200... (2 pages)View decision -
Decision Reference DRN-5078298
10 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5078298 The complaint Miss B has complained that Barclays Bank Plc won’t refund her for a transaction she did not make or authorise. What happened On 22 June 2024, Miss B was out with friends at a bar. She doesn't remember much about what happened and said she was very drunk. ... (3 pages)View decision -
Decision Reference DRN-5383736
10 Mar 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5383736 The complaint Mr and Mrs H are unhappy with Barclays Bank UK PLC. They said the removal of the automatic transfer of money facility from one account to another should be suspended for their accounts as they relied on it so heavily for many years. They wanted the suspension t... (7 pages)View decision -
Decision Reference DRN-5167398
10 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5167398 The complaint Miss H has complained HSBC UK Bank plc is holding her liable for an overdraft taken out on her business account. What happened Miss H opened a business account with HSBC in July 2023. She made a number of small transactions over the first month of holding the a... (3 pages)View decision -
Decision Reference DRN-5380714
10 Mar 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5380714 The complaint Mrs G complains that PayPal UK Ltd opened an account using her personal data without her consent and about the service she has received when raising her concerns. What happened Mrs G opened a PayPal account in May 2020 to receive a single payment. At the time,... (7 pages)View decision -
Decision Reference DRN-5297374
10 Mar 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5297374 The complaint Miss W has complained Starling Bank Limited won’t refund her for numerous disputed transactions made between March and July 2024. What happened Miss W gambles online and uses her Starling card to deposit cash into various accounts. Despite using sites she recog... (2 pages)View decision -
Decision Reference DRN-5114760
10 Mar 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5114760 The complaint Mrs H complains that Motability Operations Limited (MOL) will not allow her to purchase the car that is the subject of a hire agreement with them. When I refer to what Mrs H and MOL have said, it should also be taken to include things said on their behalf. Wh... (4 pages)View decision -
Decision Reference DRN-5037475
10 Mar 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5037475 The complaint Miss W has complained Starling Bank Limited did nothing to support her when she disputed six transactions. What happened After authorising different overseas transactions where Miss W felt she was loading cash to gambling sites, Miss W complained to Starling. S... (2 pages)View decision -
Decision Reference DRN-4997896
10 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4997896 The complaint Ms M has complained that Wise Payments Limited (“Wise”) failed to protect her from falling victim to an impersonation scam and hasn’t refunded the money she lost. What happened The background of this complaint is already known to both parties, so I won’t repea... (4 pages)View decision -
Decision Reference DRN-5308396
10 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5308396 The complaint Mrs W has complained Santander UK plc allowed her son and daughter to withdraw money from her account without her consent. What happened A lasting power of attorney for property and financial affairs was registered by Mrs W acting as the donor in May 2024. Her ... (2 pages)View decision
