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-5447722
17 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5447722 The complaint Mrs G complains that Santander UK Plc (‘Santander’) closed her account. What happened Mrs G had a current account with Santander. In September 2024, Santander wrote to Mrs G to explain her account was due to be closed. Shortly before it decided to close Mrs G’s... (2 pages)View decision -
Decision Reference DRN-5626348
17 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5626348 The complaint Mrs H complains that Santander UK Plc lent to her irresponsibly. What happened Mrs H has been a customer of Santander since 2005. She says that in 2011, she applied for an overdraft and has “been living in it since”. She was given a limit of £1,000 which has no... (3 pages)View decision -
Decision Reference DRN-5464111
17 Jun 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5464111 The complaint Mr F complaints that Moneybarn No. 1 Limited (‘Moneybarn’), irresponsibly lent to him. He says it didn’t take reasonable steps to ensure he could afford the repayments towards a conditional sale agreement to purchase a car. He says the loan wasn’t affordable fo... (4 pages)View decision -
Decision Reference DRN-5597781
17 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5597781 The complaint Miss O complains that HSBC UK Bank Plc unfairly defaulted her overdraft account. What happened Miss O had a current account with HSBC, which had a £250 overdraft facility. Miss O says that the account was always up to date, until she had a change in personal c... (4 pages)View decision -
Decision Reference DRN-5349159
17 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5349159 The complaint Ms T complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY trading as Ulster Bank won’t refund the money she lost when she fell victim to a scam. What happened In October 2024 Ms T received a text, seemingly from a well-known courier company, asking h... (3 pages)View decision -
Decision Reference DRN-5504710
17 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5504710 The complaint Mr E complains about Santander Bank PLC (Santander) after a transaction decline, and the service they provided when he telephoned them. What happened In February 2025, Mr E attempted a debit card transaction which rejected. After sourcing cash from a nearby Au... (2 pages)View decision -
Decision Reference DRN-5343799
17 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5343799 The complaint Mrs H complains that Barclays Bank UK PLC (‘Barclays’) won’t reimburse the funds she lost when she fell victim to investment scams. What happened Mrs H’s professional representative wrote to Barclays in May 2024 and said that between May 2020 and December 2022... (2 pages)View decision -
Decision Reference DRN-5598467
17 Jun 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5598467 The complaint Miss C complains that Gain Credit LLC trading as Drafty (“Drafty”) gave her a line of credit without carrying out the appropriate affordability checks. For ease, in my decision I will refer to Miss C when talking about her or her representative. What happened... (4 pages)View decision -
Decision Reference DRN-5343792
17 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5343792 The complaint Mrs H complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse the funds she lost when she fell victim to investment scams. What happened Mrs H’s professional representative wrote to Monzo in May 2024 and said that between May 2020 and December 2022 Mrs H used ... (2 pages)View decision -
Decision Reference DRN-5596425
17 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5596425 The complaint Mr S complains that Barclays Bank UK PLC trading as Barclaycard lent to him irresponsibly. What happened On 16 January 2018, Mr S opened a credit card with Barclaycard with a credit limit of £5,900 which was later increased as follows: Date Event New Limit Jan... (4 pages)View decision
