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 162956 results
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Decision Reference DRN-5070469
4 Feb 2025 Barclays Bank Plc Not upheldBanking and PaymentsDRN-5070469 The complaint A company, which I’ll refer to as T, complains about the service it received from Barclays Bank Plc trading as Barclaycard (Barclaycard) when attempting to increase the credit limit on its credit card. In bringing this complaint, T is represented by its direct... (3 pages)View decision -
Decision Reference DRN-5300350
4 Feb 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5300350 The complaint Mr C is unhappy with how AESEL handled a quality of service claim he made to them. What happened Mr C took out a membership with a dating agency I shall call ‘E’ on 11 October 2023 using his AESEL credit card at a cost of £1,495.00. This covered up to nine mont... (7 pages)View decision -
Decision Reference DRN-5260368
4 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5260368 The complaint A company, which I’ll refer to as B, complains that Santander UK Plc took the wrong amounts in repayment of its Bounce Back Loan (BBL). What happened In July 2020, B successfully applied for a £39,000 BBL from Santander. BBLs were designed to help businesses g... (2 pages)View decision -
Decision Reference DRN-5208408
4 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5208408 The complaint Mr H complains that National Westminster Bank Plc charged him a fee for investment advice, then later closed his stocks and shares ISA. He’d like the advice fee returned. What happened Mr H had several bank accounts with NatWest. In July 2023 NatWest issued Mr ... (2 pages)View decision -
Decision Reference DRN-5208319
4 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5208319 The complaint Mrs H complains that National Westminster Bank Plc charged her a fee for investment advice, then later closed her stocks and shares ISA. She’d like the advice fee returned. What happened Mrs H had several bank accounts with NatWest. In July 2023 NatWest issued ... (2 pages)View decision -
Decision Reference DRN-5271790
4 Feb 2025 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5271790 The complaint Mr B, through a representative, says Oakbrook Finance Limited, trading as Finio Loans, irresponsibly lent to him. What happened Mr B took out a loan for £1,000 over 36 months on 23 April 2024. The monthly repayments were £54.25 and the total repayable was £1,95... (4 pages)View decision -
Decision Reference DRN-5283425
4 Feb 2025 TSB Bank plc UpheldMortgagesDRN-5283425 The complaint Mr and Mrs R’s complaint is about the advice they were given by TSB Bank plc in 2022 in relation to an application to port their mortgage interest rate onto a new property, and in connection with a further advance. Mr and Mrs R say they were given the wrong ad... (3 pages)View decision -
Decision Reference DRN-5051557
4 Feb 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5051557 The complaint Mrs K complains about how Healthcare Finance Limited (‘HFL’) responded to a claim she made to it in respect of dental treatment she paid for using the fixed sum loan it provided. What happened While I might not comment on everything (only what I consider key) t... (6 pages)View decision -
Decision Reference DRN-5105865
4 Feb 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5105865 The complaint Mr G complains that National Westminster Bank Plc (“NatWest”) won’t refund the money he lost when he fell victim to an investment scam. Mr G’s complaint has been brought by a professional representative but I’ll only refer to Mr G in this decision. What happene... (6 pages)View decision -
Decision Reference DRN-5304419
4 Feb 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5304419 The complaint The estate of Mr S complains about Creation Consumer Finance Ltd’s (Creation) response to its claim brought under section 75 Consumer Credit Act. What happened In December 2014 Mr S purchased solar panels from a supplier I’ll call M for £9,105. He paid a deposi... (4 pages)View decision
