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
-
Decision Reference DRN-5102391
17 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5102391 The complaint Mr A is unhappy Barclays Bank UK PLC (Barclays) blocked then closed his account without any reason or explanation and reported missed payments on his loan account to the credit reference agencies, which has affected his credit score. What happened The details ... (4 pages)View decision -
Decision Reference DRN-5609872
17 Jun 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5609872 The complaint Ms C complains about HSBC UK Bank Plc’s (‘HSBC’s’) handling of an international transfer sent with the incorrect details. She thinks HSBC didn’t do enough to return the funds. What happened I issued a provisional decision on this complaint, inviting both partie... (5 pages)View decision -
Decision Reference DRN-5245276
17 Jun 2025 Clydesdale Bank Plc UpheldMortgagesDRN-5245276 The complaint Mr I has complained about how Clydesdale Bank Plc dealt with his application to change his buy-to-let (“BTL”) mortgage account to a residential one and borrow extra funds. He’s also unhappy with the way things were handled. What happened Mr I held an existing ... (5 pages)View decision -
Decision Reference DRN-5146528
17 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5146528 The complaint Ms A has complained that her bank, National Westminster Bank Public Limited Company (NatWest), has refused to refund all the money she lost when she fell victim to a scam. What happened In February 2024 Ms A was contacted by scammers who said they were calling... (4 pages)View decision -
Decision Reference DRN-5610426
17 Jun 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5610426 The complaint Miss O has complained that Barclays Bank UK PLC (“Barclays”) has failed to cancel her Avios Rewards package since December 2022. What happened Miss O chose to add an Avios Rewards package to her Premier account in November 2022. In December 2022, Miss O asked t... (3 pages)View decision -
Decision Reference DRN-4752064
17 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4752064 The complaint Mr S complains that Lloyds Bank Plc didn’t do enough to protect him from the financial harm caused by a romance scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to b... (6 pages)View decision -
Decision Reference DRN-5558558
17 Jun 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5558558 Complaint Mr M complains that Oodle Financial Services Limited (trading as “Oodle” Car Finance) unfairly entered into a hire-purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable. Background In February 2019, Oodle provided Mr ... (3 pages)View decision -
Decision Reference DRN-5610971
17 Jun 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5610971 The complaint Mr P is unhappy with how PayPal UK Ltd administered a revolving credit account. What happened Around April 2023 Mr P entered into a revolving credit account ‘PayPal credit’ with PayPal. In September 2024 Mr P purchased a laptop for a cost of £1,479.98 from a c... (4 pages)View decision -
Decision Reference DRN-5491062
17 Jun 2025 Kensington Mortgage Company Limited Not upheldMortgagesDRN-5491062 The complaint Mr M is unhappy with how he’s been treated by Kensington Mortgage Company Limited. He believes Kensington overstated the balance of the mortgage when it transferred to another lender, and is unhappy with fees and charges added to the account. What happened Mr M... (4 pages)View decision -
Decision Reference DRN-5138809
17 Jun 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5138809 The complaint Miss G complains The Royal Bank of Scotland PLC (“RBS”) gave her incorrect information following regarding fraud on her account, and this has caused her distress and inconvenience. What happened The facts of this complaint are well known to both parties, so I w... (2 pages)View decision
