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 171072 results
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Decision Reference DRN-5735228
7 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5735228 The complaint Mr B (on behalf of his limited company, M) complains that Santander UK Plc did not refund all of the money M lost when Mr B fell victim to a scam. What happened Mr B was contacted by someone who was well known in his local community, about an investment opport... (4 pages)View decision -
Decision Reference DRN-5732453
7 Aug 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5732453 The complaint On 2 June 2021, Mrs S made a payment of £5,000 from her account with HSBC UK Bank Plc (‘HSBC’) in connection with an investment opportunity which she now considers to be a scam. She complains that HSBC won’t refund the money she lost to an authorised push payme... (13 pages)View decision -
Decision Reference DRN-5722843
7 Aug 2025 Go Car Credit Limited Not upheldConsumer CreditDRN-5722843 The complaint Mrs H, through her representative, complains that Go Car Credit Limited (“GCC”) failed to do proper checks before approving finance for the purchase of a car. And it failed to provide forbearance measures for Mrs H when she missed some repayments. What happened... (4 pages)View decision -
Decision Reference DRN-5695393
7 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5695393 The complaint Mr L complains that he was unable to see the balance of his account held with Bank of Scotland plc trading as Halifax on his mobile banking app. He wanted to check the balance of his account before using his card but was unable to do so. What happened Mr L hold... (2 pages)View decision -
Decision Reference DRN-5700758
7 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5700758 The complaint Mr C is unhappy that Barclays Bank UK PLC, trading as Tesco Bank, sent him a Notice of Sums in Arrears (“NOSIA”) when this wasn’t warranted. What happened On 16 October 2024, Tesco sent Mr C a monthly statement for his credit account wherein a minimum payment o... (3 pages)View decision -
Decision Reference DRN-5565788
7 Aug 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5565788 The complaint Mr F is unhappy that a car supplied to him under a hire purchase agreement with Mercedes- Benz Financial Services UK Limited (‘MBFS’) was of an unsatisfactory quality. What happened In February 2024, Mr F was supplied with a used car through a hire purchase ag... (4 pages)View decision -
Decision Reference DRN-5709693
7 Aug 2025 Madison CF UK Limited Not upheldBanking and PaymentsDRN-5709693 The complaint Mr E complains that Madison CF UK trading as 118 118 Money (“118”) irresponsibly lent him a credit card. What happened In July 2022 Mr E applied for a credit card with 118. The application was approved, and he was given a credit limit of £1,200. The limit was ... (2 pages)View decision -
Decision Reference DRN-5735415
7 Aug 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5735415 The complaint Mr G complains that American Express Services Europe Limited (AESEL) have shared his personal information without his permission. What happened Mr G created an email address solely for the purpose of corresponding with AESEL. He subsequently received an email t... (2 pages)View decision -
Decision Reference DRN-5741063
7 Aug 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5741063 The complaint Mrs B complains that Clydesdale Bank Plc trading as Virgin Money made errors in transferring two ISAs, and she lost interest and tax benefits. What happened In October 2024 Mrs B contacted Virgin Money by email as she wanted to carry out two transfers from her ... (3 pages)View decision -
Decision Reference DRN-5617387
7 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5617387 The complaint Mr C complains about the service he received from NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) during a call he had with one of its call handlers. In particular, Mr C says he was given misinformation regarding his account causing him significant... (2 pages)View decision
