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 122405 results
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Decision Reference DRN-5375629
12 Jun 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5375629 The complaint Mr S complains about the way that Santander Consumer (UK) plc, trading as Santander Consumer Finance, has dealt with the payments that he’s made to it under a conditional sale agreement. What happened I issued a provisional decision on this complaint last month... (5 pages)View decision -
Decision Reference DRN-5601833
12 Jun 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5601833 The complaint Mr C complains that a ferry operator did not provide the service he had booked. Because he paid using his credit card, issued by Bank of Scotland plc, he says that he has a claim against it under section 75 of the Consumer Credit Act 1974 (“section 75”). The ba... (3 pages)View decision -
Decision Reference DRN-5477233
12 Jun 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5477233 The complaint Ms P has complained that Barclays Bank UK PLC (“Barclays”) failed to send her a new debit card after her previous card had been cancelled. What happened Ms P’s debit card was cancelled on 18 April 2024, and a new debit card was ordered for Ms P on the same day.... (3 pages)View decision -
Decision Reference DRN-5419951
12 Jun 2025 The Mortgage Business Plc UpheldMortgagesDRN-5419951 The complaint Mr M complains that The Mortgage Business Plc trading as TMB reneged on an agreement to extend his buy to let (BTL) mortgage term. He says he was led to believe the rate was fixed for the duration of the mortgage, and that all of this has impacted his credit fi... (3 pages)View decision -
Decision Reference DRN-5263659
12 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5263659 The complaint Miss C complains Revolut Ltd (“Revolut”) didn’t do enough to protect her when she fell victim to a scam. What happened Miss C said she lost money to a scam when she tried to purchase tickets for a concert. Miss C said she spoke with someone, who I’ll refer to ... (4 pages)View decision -
Decision Reference DRN-5542250
12 Jun 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5542250 The complaint Mr R complains TSB Bank plc didn’t charge him the rate he’d been told it would when he received a payment from an overseas account. What happened Mr R has an account with TSB. Mr R says he contacted TSB using its online chat service in October 2023 to ask what ... (2 pages)View decision -
Decision Reference DRN-5256473
12 Jun 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5256473 The complaint A limited company, which I’ll refer to as S, complains that Santander UK Plc gave it incorrect advice regarding its bounce back loan (“BBL”), resulting in it going into arrears. S says the bank then bombarded it with calls and letters regarding arrears. S is re... (4 pages)View decision -
Decision Reference DRN-5130134
12 Jun 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5130134 The complaint Mrs A complains about the quality of a car she financed with CA AUTO FINANCE UK LTD (‘CF). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes with ... (4 pages)View decision -
Decision Reference DRN-5337455
12 Jun 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5337455 The complaint Mrs E complains Santander UK Plc unfairly registered a default against her and closed her account. What happened Mrs E held a Santander current account which opened in August 2018. In 2022 Mrs E started experiencing personal and financial challenges, and she ... (4 pages)View decision -
Decision Reference DRN-5469113
12 Jun 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5469113 The complaint Mr L, a sole trader, complains that HSBC UK Bank Plc should not have allowed him to have an arranged overdraft – and that it should not have allowed that overdraft to increase. What happened HSBC initially agreed an overdraft of £8,000 for Mr L on 21 August 20... (4 pages)View decision
