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 163568 results
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Decision Reference DRN-5368626
19 Mar 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5368626 The complaint Mr M is unhappy that PayPal UK Ltd have reported a late payment to his credit file. What happened Mr M has a credit account with PayPal and was contractually required to make a minimum payment of £5 by 2 August 2024. Mr M believed that he’d set up a direct debi... (2 pages)View decision -
Decision Reference DRN-5338544
19 Mar 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5338544 The complaint Mr R complains that HSBC UK Bank PLC didn’t default his credit card account when he entered a Debt Arrangement Scheme. What happened Mr R entered into a Debt Arrangement Scheme (“DAS”) in January 2020; his credit card debt to HSBC was included. In 2024, Mr R ... (3 pages)View decision -
Decision Reference DRN-5382296
19 Mar 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5382296 The complaint Miss G complains that The Royal Bank of Scotland Plc (“RBS”), with which she had three loans, wrongly reported to the Credit Reference Agencies details about payment arrangements and/or arrears and this affected her credit rating. Miss G also says this affected... (6 pages)View decision -
Decision Reference DRN-5377627
19 Mar 2025 The Mortgage Business Plc Not upheldMortgagesDRN-5377627 The complaint Mr C has complained about how he has been treated by The Mortgage Business Plc (“TMB”) in respect of his mortgage account. What happened Mr C has held this mortgage since 2003, and it has been on a variable rate for over ten years. Since 2022 the variable rate ... (5 pages)View decision -
Decision Reference DRN-5318355
19 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5318355 The complaint Ms J complains Santander UK Plc is disputing the balance shown on a passbook she has recently found. What happened Ms J explains she misplaced her passbook for a building society which was subsequently bought by Santander. She provided our service with a copy o... (2 pages)View decision -
Decision Reference DRN-5410932
19 Mar 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5410932 The complaint Ms H has complained about her mortgage she holds with Barclays Bank UK PLC. Her complaint can be summarised under two broad points: Due to an error made by Barclays in November 2022, arrears were recorded on her credit file which she said ruined her credit ra... (3 pages)View decision -
Decision Reference DRN-5394495
19 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5394495 The complaint Mr R and his parents complain HSBC UK Bank Plc sent them correspondence with private information visible in the window of the envelope and didn’t then investigate properly. What happened Mr R has a joint account with HSBC. His parents are the other two joint ac... (2 pages)View decision -
Decision Reference DRN-5216595
19 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5216595 Complaint Ms M is unhappy that Revolut didn't reimburse her after she told it she'd fallen victim to a scam. Background In late 2022, Ms M came across a post on social media promoting a lucrative investment opportunity. She expressed interest and was contacted by s... (3 pages)View decision -
Decision Reference DRN-5272697
19 Mar 2025 NewDay Ltd Not upheldConsumer CreditDRN-5272697 The complaint Ms N complains that NewDay Ltd irresponsibly gave her a loan she couldn’t afford to repay. What happened In April 2019, Ms N was granted a £5,000 loan with NewDay. She was required to pay 18 monthly repayments of £326.64. Ms N also held a NewDay credit card whi... (4 pages)View decision -
Decision Reference DRN-5022408
19 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5022408 The complaint Mr C complains that Revolut Ltd (“Revolut”) have failed to refund the money he lost as part of a scam. What happened The details and facts of this case are well-known to both parties, so I don’t need to repeat them at length here. In short, Mr C came across a c... (3 pages)View decision
