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 170994 results
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Decision Reference DRN-5696367
16 Jul 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5696367 The complaint Miss S complains about Santander UK Plc removing her overdraft without notice or any consultation. What happened Miss S has a current account with Santander and, since 2021, this account has had an overdraft facility of £1,200 which she frequently uses. On 18... (5 pages)View decision -
Decision Reference DRN-5477507
16 Jul 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5477507 The complaint Ms T complains Lloyds Bank PLC unfairly closed her account and withheld funds. What happened Ms T held a Lloyds basic account, and on 19 August 2024 Lloyds restricted the account. This decision was made following a payment Ms T received of £3,600. Lloyds made... (4 pages)View decision -
Decision Reference DRN-5601592
16 Jul 2025 Tandem Bank Limited UpheldConsumer CreditDRN-5601592 The complaint Mrs F has complained that Tandem Bank Limited “Tandem” hasn’t resolved her claim against it under Section 75 of the Consumer Credit Act 1974 in line with her wishes. What happened Mrs F bought a new heat pump system (the system) for her home in June 2023. The ... (7 pages)View decision -
Decision Reference DRN-5689913
16 Jul 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5689913 The complaint Mr W complains BMW Financial Services (GB) Limited trading as Alphera Financial Services (‘BMW’) acted irresponsibly by agreeing a hire purchase agreement he couldn’t afford to repay. Mr W has also raised concerns about the role commission played in the sale o... (6 pages)View decision -
Decision Reference DRN-5328134
16 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5328134 The complaint Mr S complains that Barclays Bank UK PLC (“Barclays”) didn’t refund him the money he lost, to what he believed to be an Authorised Push Payment (“APP”) investment scam. What happened The background to this complaint is well known to all parties, so I won’t rep... (3 pages)View decision -
Decision Reference DRN-5439191
16 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5439191 The complaint Miss S complains that Monzo Bank Ltd won’t refund money she lost when she was the victim of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. However, in summary Miss S says she was invited... (3 pages)View decision -
Decision Reference DRN-5696095
16 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5696095 The complaint Miss H complains about Barclays Bank UK PLC, trading as Tesco Bank, failing to communicate that they closed her credit card account. Also, their poor service. What happened The detailed background to this complaint is well known to both parties. So, I’ll only ... (4 pages)View decision -
Decision Reference DRN-5155872
16 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5155872 The complaint Miss C complains that Santander UK Plc (Santander) are holding her liable for the balance due on a credit card which she states was taken out fraudulently in her name. What happened As both parties are familiar with the circumstances of this complaint, I’ve su... (3 pages)View decision -
Decision Reference DRN-5683314
16 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5683314 The complaint Miss H has complained that Lloyds Bank PLC won’t refund the money she lost after falling victim to a scam. What happened In 2023, Miss H was recruited for a fake job by scammers posing as an online employer. She was offered a cryptocurrency salary to complete t... (3 pages)View decision -
Decision Reference DRN-5695651
16 Jul 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5695651 The complaint Mr R complains that a used motorhome he acquired through a conditional sale agreement financed by Santander Consumer (UK) Plc (‘SCUK’) is of unsatisfactory quality. What happened In August 2023 Mr R took out a conditional sale agreement to cover the cost of a... (7 pages)View decision
