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-5655499
31 Jul 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5655499 The complaint Mr K complains that Starling Bank Limited (“Starling”) didn’t raise chargebacks for him for transactions that took place on his account. What happened Mr K has said to us that he has a history of problem gambling. To protect himself from this, he placed a gambl... (2 pages)View decision -
Decision Reference DRN-5728719
31 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5728719 The complaint Mr E complains that Santander UK Plc won’t refund money he lost when he was a victim of a scam. Mr E is represented by a firm I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key e... (6 pages)View decision -
Decision Reference DRN-5159448
31 Jul 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5159448 The complaint Miss M complains about how Shawbrook Bank Limited (“Shawbrook”) dealt with a finance agreement, following a claim made to them under section 75 of the Consumer Credit Act 1974 (“s75”). What happened Miss M applied for a fixed sum loan agreement with Shawbrook i... (3 pages)View decision -
Decision Reference DRN-5607768
31 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5607768 The complaint Miss H complained because Barclays Bank UK PLC refused to refund her for transactions which she said she didn’t authorise. What happened On 4 February 2025, Miss H contacted Barclays. She disputed multiple transactions to a gambling firm, which had taken place... (3 pages)View decision -
Decision Reference DRN-5728596
31 Jul 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5728596 The complaint Ms S has complained that Santander UK Plc won’t refund the money she lost after falling victim to a scam. What happened In early 2022, Ms S entered into a cryptocurrency investment scam after being contacted on social media by scammers posing as an investment f... (5 pages)View decision -
Decision Reference DRN-5542761
31 Jul 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5542761 The complaint Mr K complains about a claim he made to Bank of Scotland plc (BOS) in respect of flooring he had installed in his property which he is unhappy with. What happened In January 2024, Mr K contracted with a merchant (who I’ll call A) to supply and fit flooring at h... (4 pages)View decision -
Decision Reference DRN-5728529
31 Jul 2025 EE Limited Not upheldConsumer CreditDRN-5728529 The complaint Mr B complains about the quality of a mobile telephone handset he bought using a fixed sum loan agreement with EE Limited. What happened In August 2023, Mr B took out a fixed sum loan agreement with EE to buy a brand new mobile telephone handset. The cash price... (3 pages)View decision -
Decision Reference DRN-5551444
31 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5551444 The complaint Mrs and Mr H complain that Santander UK Plc won’t refund the money they have 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, Mrs H and Mr H wrote seven cheques, all d... (4 pages)View decision -
Decision Reference DRN-5717289
31 Jul 2025 Paragon Bank Plc Not upheldMortgagesDRN-5717289 The complaint Mr and Mrs B complain that Paragon Bank Plc trading as Paragon Personal Finance irresponsibly lent them a second charge mortgage (secured loan). What happened Mr and Mrs B took out a secured loan in 2008. They borrowed just under £24,000 including fees over a t... (4 pages)View decision -
Decision Reference DRN-5445822
31 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5445822 The complaint Mr T complains about the way Barclays Bank UK PLC trading as Tesco Bank (Tesco Bank) dealt with a claim he raised for money back in relation to a hotel stay he’d paid for using his Tesco Bank credit card. What happened In July 2024, Mr T booked a room for six-... (4 pages)View decision
