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-5810612
23 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5810612 The complaint Miss W complains that Santander UK Plc (“Santander”) failed to raise chargebacks for her in relation to gambling transactions. What happened Miss W contacted Santander in 2024 asking them to process chargebacks for her for several transactions relating to an on... (3 pages)View decision -
Decision Reference DRN-5749217
23 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5749217 The complaint Mr H complains that Lloyds Bank PLC (“Lloyds”) failed to support him as a vulnerable customer in that he was allowed to make gambling related transactions on his credit cards. What happened Mr H successfully applied for two credit cards with Lloyds in March 201... (3 pages)View decision -
Decision Reference DRN-5763912
23 Oct 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5763912 The complaint Mr C complains about a car he acquired using a conditional sale agreement with Santander Consumer (UK) Plc trading as Santander Consumer Finance (“SCF”). He says the car wasn’t safe to drive. What happened Mr C entered into a conditional sale agreement with SCF... (4 pages)View decision -
Decision Reference DRN-5796606
23 Oct 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5796606 The complaint Mr J complains HSBC UK Bank Plc won’t refund the money he says he lost to a scam. What happened Mr J was looking for investments opportunities when he saw and responded to an advert for a company, C, claiming to offer a property development investment. Mr J und... (4 pages)View decision -
Decision Reference DRN-5614600
23 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5614600 The complaint Mr S complains that Barclays Bank UK PLC refuses to fully reimburse him for the money he believes he lost in an investment scam. What happened Mr S says that in early 2020, he was introduced to an alleged investment opportunity through a friend. He said that h... (3 pages)View decision -
Decision Reference DRN-5836643
23 Oct 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5836643 The complaint Mr W has complained about how American Express Services Europe Limited (AESEL) handled a refund claim he made. What happened Mr W made a transaction on a crowdfunding platform I shall call ‘L’ in January 2024 on his AESEL credit card. This was for a robot clean... (3 pages)View decision -
Decision Reference DRN-5869971
23 Oct 2025 Zopa Bank Limited UpheldBanking and PaymentsDRN-5869971 The complaint Miss D complained because Zopa Bank Limited refused to refund her for transactions she said she hadn’t authorised. What happened On 24 May 2025, Miss D opened a new credit card with Zopa. She used this for the first time at a supermarket on 31 May, spending £6... (6 pages)View decision -
Decision Reference DRN-5805618
23 Oct 2025 Nationwide Building Society Not upheldMortgagesDRN-5805618 The complaint Mr E and Miss M complain that Nationwide Building Society didn’t tell them there’s a cut off date to accept a new interest rate product for it to be in place the following month. They missed the cut off date and their mortgage went onto Nationwide’s standard mo... (2 pages)View decision -
Decision Reference DRN-5827237
23 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5827237 The complaint Mr P complains that Barclays Bank UK PLC will not refund the money he lost as the result of a scam. Mr P used a representative to make his complaint. For ease of reading, I will refer solely to Mr P in this decision. What happened As both parties are aware of t... (4 pages)View decision -
Decision Reference DRN-5624697
23 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5624697 The complaint Mr H has said that Santander UK PLC won’t refund money he says he lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on giving the reasons for my decision. What... (2 pages)View decision
