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 171073 results
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Decision Reference DRN-5337391
20 Oct 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5337391 The complaint Mr J has complained HSBC UK Bank plc, trading as first direct, won’t refund him for transactions he didn’t make. What happened Mr J opened an account with first direct in September 2024. Within a month he complained that various gaming transactions that had tak... (2 pages)View decision -
Decision Reference DRN-5873362
20 Oct 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5873362 The complaint Mr S is unhappy with how PayPal UK Ltd (‘PayPal’) handled his account following a disputed transaction. Mr S is concerned that payments and refunds weren’t properly allocated to his account and he’ll pay interest on a debt he’s already cleared. Mr S wants his a... (2 pages)View decision -
Decision Reference DRN-5718125
20 Oct 2025 DEBT CORRECT Not upheldConsumer CreditDRN-5718125 The complaint Mr G complains Debt Correct haven’t administered his Debt Management Plan (DMP) properly leading to missed payments being reported on his credit file. What happened The information I have shows Mr G entered into the DMP around November 2023. I’ve taken this fro... (2 pages)View decision -
Decision Reference DRN-5489386
20 Oct 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5489386 The complaint Mr and Mrs P complain that Santander UK Plc (“Santander”) won’t refund payments they made as part of a scam. What happened The background to this complaint is well known by both parties, so I won’t repeat it in detail here. But I understand it to be as follows... (10 pages)View decision -
Decision Reference DRN-5657231
20 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5657231 The complaint Mrs S complains that NewDay Ltd trading as BIP (“NewDay”) irresponsibly provided her with a credit card and increased the limit three times. Mrs S is supported in bringing her complaint by a representative but for ease, I’ll refer to Mrs S throughout. What ha... (6 pages)View decision -
Decision Reference DRN-5256490
20 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5256490 The complaint Mr M has complained that his bank, Lloyds Bank PLC (Lloyds), refused to refund money he lost when he fell victim to a scam. Mr M’s complaint was brought to us through a representative but for ease I will refer to their comments as Mr M’s. What happened In 202... (5 pages)View decision -
Decision Reference DRN-5853346
20 Oct 2025 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-5853346 The complaint Mr C complains Lowell Portfolio I Ltd: • Contacted him when they said they wouldn’t • Asked for consumer credit agreements (CCAs) for all accounts but they still haven’t been provided • Uses an old incorrect address for its telephone security, which causes him ... (2 pages)View decision -
Decision Reference DRN-5269814
20 Oct 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5269814 The complaint A company, which I’ll refer to as N, complains about delays and poor customer service when it applied for a loan from HSBC UK Bank Plc. What happened In June 2024, N applied to HSBC for a loan through the Recovery Loan Scheme (RLS) and the bank confirmed that t... (3 pages)View decision -
Decision Reference DRN-5780557
20 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5780557 The complaint Mr W complains about the problems he experienced when making faster online payments and the service he received from Bank of Scotland plc (“BOS”) when he raised this with it. What happened Mr W attempted to make two £500 faster online payments to a building soc... (3 pages)View decision -
Decision Reference DRN-5836261
20 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5836261 The complaint Mr M complains that Santander UK Plc blocked his account causing him inconvenience. Mr M would like to have full access to his account restored. What happened Mr M opened an account with Santander in April 2025 and soon afterwards Santander recorded alerts on ... (3 pages)View decision
