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-5226273
3 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5226273 The complaint G complains that HSBC UK Bank Plc did not help it obtain a refund for services which were not as described. What happened G is a limited company. It has brought this complaint through its chief executive, so any reference to G’s arguments is a reference to thos... (2 pages)View decision -
Decision Reference DRN-5248380
3 Feb 2025 Plata Finance Limited UpheldConsumer CreditDRN-5248380 The complaint Mr S complains that Plata Finance Limited, lent to him irresponsibly and without carrying out proper affordability checks. What happened In June 2024 Plata approved a loan of £7,500 for Mr S, which was scheduled to be repaid at just over £225 per month over a t... (4 pages)View decision -
Decision Reference DRN-4788818
3 Feb 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4788818 The complaint Miss B is unhappy that Santander UK Plc (“Santander”) won’t refund her in full after she was a victim of a third-party scam. What happened The background to this complaint is well known to both parties. But briefly Miss B fell victim to a vehicle purchase scam... (4 pages)View decision -
Decision Reference DRN-5120865
3 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5120865 The complaint Mrs M complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse the funds she lost when she fell victim to a scam. What happened Mrs M says that she received information from a recruiter about a job role with a company I’ll call R in this decision. She then recei... (5 pages)View decision -
Decision Reference DRN-5037205
3 Feb 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5037205 The complaint Ms J complains that Barclays Bank UK PLC made a payment to a third party and added it to the balance of her mortgage. What happened In 2007, Ms J took out a mortgage with Barclays to buy a shared ownership property. A housing association retained ownership of a... (5 pages)View decision -
Decision Reference DRN-5237492
3 Feb 2025 OneFamily Lifetime Mortgages Limited Not upheldMortgagesDRN-5237492 The complaint Mrs S complains that OneFamily Lifetime Mortgages Limited, trading as OneFamily Lifetime Mortgages (“OF”) changed its lending criteria without notifying her. What happened In July 2017 Mrs S took out a lifetime mortgage with OF with the help of an intermediary.... (5 pages)View decision -
Decision Reference DRN-5297007
3 Feb 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5297007 The complaint Mr and Mrs R complain that Barclays Bank UK PLC has overcharged them interest on their buy to let mortgage because it failed to implement a new application and interest rate. They also complain about how Barclays has communicated with them, and that it has sent... (8 pages)View decision -
Decision Reference DRN-5304105
3 Feb 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5304105 Complaint Mrs J complains that Moneybarn No.1 Ltd (trading as “Moneybarn”) unfairly entered into a conditional sale agreement with her. She’s said the monthly payments were unaffordable and so she shouldn’t have been lent to. Background In June 2015, Moneybarn provided Mrs ... (6 pages)View decision -
Decision Reference DRN-4987039
3 Feb 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-4987039 The complaint A company, which I’ll refer to as D, complains that PayPal UK Ltd has refused to provide it with the ability to make withdrawals from its account in Euros. Ms L, a director of D, brings the complaint on D's behalf. An employee of D has represented D in i... (2 pages)View decision -
Decision Reference DRN-5270346
3 Feb 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5270346 The complaint Mr B, through a representative, says NewDay Ltd, trading as Marbles Card, irresponsibly lent to him. What happened Mr B opened a credit card with NewDay in January 2018. He was given a £300 credit limit. This was increased to £1,200 in June 2018, to £2,600 in O... (3 pages)View decision
