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 171071 results
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Decision Reference DRN-5590104
1 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5590104 The complaint Mrs A complains Santander UK Plc made her feel like a criminal and caused her considerable distress and inconvenience. What happened Mrs A has an account with Santander and has done so for over 20 years. Mrs A says she went into branch on 22 February 2025 to ma... (2 pages)View decision -
Decision Reference DRN-5568731
1 Aug 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5568731 The complaint Mr A complains that Wise Payments Limited trading as Wise has discriminated against him because of checks it made on an incoming payment. What happened In February 2025, Mr A received a payment from a friend into his Wise account. Before Wise fully accepted the... (2 pages)View decision -
Decision Reference DRN-5557264
1 Aug 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5557264 The complaint Mr K complains that Clydesdale Bank Plc trading as Virgin Money didn’t refund him when he told it that a company had taken several payments in error. What happened In July 2024, Mr K noticed that a company that he had made payments to previously had wrongly deb... (2 pages)View decision -
Decision Reference DRN-5729779
1 Aug 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5729779 The complaint Mr P complains about the balance owed under a conditional sale agreement with Santander Consumer (UK) Plc. What happened In June 2022, Mr P got a van from a dealer. Around a year later, Mr P gave the van back to the dealer and completed the relevant paperwork w... (5 pages)View decision -
Decision Reference DRN-5571802
1 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5571802 The complaint Miss L has complained about Santander UK Plc not refunding several payments she says she made and lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summary, Miss L fell victim ... (3 pages)View decision -
Decision Reference DRN-5628848
1 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5628848 The complaint Mrs T complained because Barclays Bank UK PLC refused to refund her for transactions which she said she didn’t make. What happened On 17 and 24 February 2025, Mrs T contacted Barclays. She raised multiple claims about different transactions. Barclays sent her ... (4 pages)View decision -
Decision Reference DRN-5370762
1 Aug 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5370762 The complaint Mr B complains that a car supplied to him under a hire purchase agreement with CA AUTO FINANCE UK LTD (CAF) was of unsatisfactory quality. What happened In October 2022 Mr B entered into a personal contract purchase agreement with CAF to acquire a used car. The... (4 pages)View decision -
Decision Reference DRN-5383176
1 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5383176 The complaint A trust I shall refer to as E complains that Barclays Bank UK Plc have declined to refund them for funds they lost from a misappropriated cheque. The complaint has been brought by the trustees of N, and they have appointed professional representatives. But for... (5 pages)View decision -
Decision Reference DRN-5729989
1 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5729989 The complaint Mr L complains that Revolut hasn’t refunded him after unauthorised transactions were made on his account. What happened In February and March 2024, Mr L reported unauthorised transactions (transfers, card payments and cryptocurrency withdrawals) on his account ... (7 pages)View decision -
Decision Reference DRN-5718152
1 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5718152 The complaint Mr H complains that Lloyds Bank PLC lent to him irresponsibly. What happened The facts of this case are familiar to both sides, so I don’t intend to repeat everything in detail here. Instead, I’ll provide a summary. On April 2003, Mr H applied for an overdraf... (5 pages)View decision
