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 170827 results
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Decision Reference DRN-5625805
14 Jul 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5625805 The complaint Miss M complains about the amount that she had to pay to HSBC UK Bank plc, trading as first direct, for the early settlement of a loan. What happened Miss M entered into a fixed sum loan agreement with first direct that she electronically signed in June 2023 fo... (3 pages)View decision -
Decision Reference DRN-5548867
14 Jul 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5548867 The complaint Mr W complains about the quality of a used car he acquired through a conditional sale agreement with Moneybarn No. 1 Limited trading as Moneybarn (‘Moneybarn’). Mr W says the car wasn’t of satisfactory quality, and he would like compensation for this. What hap... (3 pages)View decision -
Decision Reference DRN-5654270
14 Jul 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5654270 The complaint Mr C has complained HSBC UK Bank Plc trading as first direct (“First Direct”) credited money into a savings account rather than return two payments back to the sender. Mr C has also complained that First Direct didn’t then send the money to him by cheque. What ... (3 pages)View decision -
Decision Reference DRN-5690051
14 Jul 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5690051 The complaint Mr K complains Santander UK Plc has blocked his account on multiple occasions whilst he was stuck abroad causing him irreparable and significant damage to his physical and mental health. What happened Mr K has had accounts with Santander for over 20 years. He s... (4 pages)View decision -
Decision Reference DRN-5577124
14 Jul 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5577124 The complaint Mr G complains TSB Bank plc doesn’t send one-time passcodes to his mobile when he tries to access his account online or make an online payment. What happened Mr G had a current account with TSB into which two pensions – one small, one larger – were paid. He now... (2 pages)View decision -
Decision Reference DRN-5691588
14 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5691588 The complaint Mr S complains that Barclays won’t refund money he lost when he fell victim to an investment scam. What happened In March 2021, following an introduction by a friend, Mr S made a payment of £10,000 from his Barclays account in connection with an investment opp... (9 pages)View decision -
Decision Reference DRN-5688828
14 Jul 2025 Lloyds Bank PLC UpheldMortgagesDRN-5688828 The complaint Mr and Mrs G complain about how Lloyds Bank PLC trading as Scottish Widows Bank (“SW”) managed their offset mortgage. They didn’t expect to pay interest on their mortgage when rates rose, as it was fully offset. They said SW should’ve warned them it would charg... (5 pages)View decision -
Decision Reference DRN-5626485
14 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5626485 The complaint Mr B complains Bank of Scotland PLC trading as Halifax accepted wrong information from him when asking him to complete security and provided poor service when dealing with his complaint. What happened A summary of what happened is below. Mr B needed to transfer... (2 pages)View decision -
Decision Reference DRN-5488707
14 Jul 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5488707 The complaint Mrs W is unhappy with how Madison CF UK Limited, trading as 118 118 Money, offered to settle her irresponsible lending complaint. She wants the balance writing off in full. What happened Mrs W took out a loan for £5,000 over 36 months on 23 July 2024. The month... (2 pages)View decision -
Decision Reference DRN-5682636
14 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5682636 The complaint Mr G is unhappy with Barclays Bank Plc. Mr G found an old passbook for an account he held with Woolwich Building Society. The passbook said it held more than £5,000. Mr G asked Barclays (who took over Woolwich Building Society) to pay him the balance in the acc... (3 pages)View decision
