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-5343030
24 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5343030 The complaint Miss A complains that Santander UK Plc hasn’t refunded money she paid for building work that she now considers was a scam. What happened In mid-2022, Miss A engaged a company (which I’ll refer to as Company R) to carry out building works on her property. Betwe... (6 pages)View decision -
Decision Reference DRN-5705672
24 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5705672 Complaint G, a limited company, complains that National Westminster Bank Public Limited Company (NatWest) didn’t reimburse it after it lost money to an investment scam. The complaint is brought on G’s behalf by Mr G, its only director. Background In May 2020, Mr G fell victi... (5 pages)View decision -
Decision Reference DRN-5895356
24 Oct 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5895356 The complaint L, a limited company, complains that Barclays Bank UK PLC made a mistake with its account mandate resulting in a cheque being returned. What happened L explains that it issued a cheque for £140,000. It received what it describes as a generic letter saying that... (3 pages)View decision -
Decision Reference DRN-5577580
24 Oct 2025 Sky UK Limited Not upheldConsumer CreditDRN-5577580 The complaint Mrs W said that she was treated unfairly when she tried to cancel a fixed sum loan agreement and return the goods supplied by Sky UK Limited. What happened Mrs W entered into a fixed sum loan agreement with Sky UK Limited. The agreement was for the supply of T... (4 pages)View decision -
Decision Reference DRN-5834350
24 Oct 2025 Santander UK Plc Not upheldConsumer CreditDRN-5834350 The complaint Mr M complains that Santander UK Plc irresponsibly provided him with a loan. He’s also unhappy with the interest rate applied to the loan. What happened In November 2023, Mr M applied for a £10,000 loan with Santander. His application was approved and the fund... (3 pages)View decision -
Decision Reference DRN-5646234
24 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5646234 The complaint Mr D complains that Santander UK Plc hasn’t refunded him after he reported falling victim to a scam. What happened The background to this complaint is well-known to all parties and so I’m only summarising events here. Mr D wanted a solar panel system fitted at ... (3 pages)View decision -
Decision Reference DRN-5804652
24 Oct 2025 LeasePlan UK Limited UpheldConsumer CreditDRN-5804652 The complaint Mr B complains that LeasePlan UK Limited (LeasePlan) didn’t fairly compensate him when his van was clamped due to having no tax. What happened Mr B entered into a hire agreement with LeasePlan in May 2023 for the hire of a van to be used for his job as a self-... (2 pages)View decision -
Decision Reference DRN-5904071
24 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5904071 The complaint H, a limited company, complains that Revolut Ltd won’t reimburse them for payments from their account made without their authority. They’d like the funds returned to them. H is represented by Mr L, who was a director at the time. What happened In June 2022, a... (4 pages)View decision -
Decision Reference DRN-5446540
24 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5446540 The complaint Mr H complains that HSBC UK Bank Plc (as the recipient bank) didn’t do enough to prevent him losing money to a scam. Mr H has used a representative to bring his complaint. But, for ease of reading, I’ll mostly just refer to Mr H himself, where I also mean the ... (4 pages)View decision -
Decision Reference DRN-5140033
24 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5140033 The complaint Miss L is a sole trader trading as P. Miss L has complained that HSBC UK Bank PLC have refused to refund transactions that weren’t authorised. What happened Miss L contacted HSBC to dispute nine transactions totalling around £4,000. All of the transactions wer... (3 pages)View decision
