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 3962 results
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Decision Reference DRN-3848510
20 Jan 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-3848510 The complaint Mr J complained because Santander UK plc adjusted his account, when another business made a mistake with a transaction. What happened On 12 May 2022, Santander wrote to Mr J. It told him that it had received information from an agent organisation. This... (4 pages)View decision -
Decision Reference DRN2929353
2 May 2019 Santander UK Plc Not upheldBanking and creditMr S is unhappy with Santander UK Plc because his chargeback didn’t go ahead.background In May 2018, Mr S booked a hotel through a third-party – he used his Santander debit card to secure the booking. But when he arrived at the hotel, he says the room he expect... (3 pages)View decision -
Decision Reference DRN-5891789
13 Nov 2025 Interactive Brokers (U.K.) Limited UpheldInvestmentsDRN-5891789 The complaint Mr S complains that Interactive Brokers (U.K.) Limited (‘IBUK’) unfairly prevented him from withdrawing some of the US dollars that he received in a dividend payment from his trading account with them. What happened Mr S opened an individual trading account wi... (4 pages)View decision -
Decision Reference DRN-4693515
4 Oct 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4693515 The complaint Ms E complains Starling Bank Limited (“Starling”) won’t refund transactions she didn’t authorise. What happened The details of this complaint are well known by both parties, so I won’t repeat them again here in detail. Instead, I’ll focus on setting out some of... (5 pages)View decision -
Decision Reference DRN-4770267
7 May 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4770267 The complaint Mr S complains that National Westminster Bank Plc did not open his Individual Savings Account (ISA) that he applied for, and they provided him with poor customer service. What happened Mr S applied for a two year fixed rate ISA with NatWest on their website on 8 A... (4 pages)View decision -
Decision Reference DRN5148884
11 Jul 2013 Lloyds TSB Bank Plc Not upheldBanking and creditMr A complains that his account with Lloyds TSB Bank Plc was closed after he received fraudulent credit. This has been registered on Mr A’s credit file, and has meant that he has been unable to open an account with other providers.complaintfree textbackgroundIn late 2011, Mr A asked hi... (2 pages)View decision -
Decision Reference DRN3041029
4 Mar 2021 Barclays Bank UK PLC Not upheldBanking and creditMr O is unhappy Barclays Bank UK PLC (“Barclays”) is holding him liable for lending he says was taken out fraudulently in his name. background In August 2018 Mr O says he received a call from a scammer pretending to be Barclays. He says they told him his account had been compromised and so... (4 pages)View decision -
Decision Reference DRN-4738928
16 Sep 2024 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-4738928 The complaint Miss I complains that Sainsbury's Bank Plc rejected her claim under section 75 of the Consumer Credit Act 1974 in relation to a poorly fitted kitchen. What happened In 2022 Miss I paid a third party (“the merchant”) to supply and install a new kitchen for ... (2 pages)View decision -
Decision Reference DRN6245158
23 Sep 2015 WorldPay (UK) Limited Not upheldBanking and creditMr B complains that WorldPay (UK) Limited did not do enough to defend a chargeback request on a card payment he had taken for his business.backgroundMr B used WorldPay to process card payments made to his business. He took a ‘card not present’ type transaction for... (2 pages)View decision -
Decision Reference DRN5816033
24 Feb 2021 National Westminster Bank Plc Not upheldBanking and creditMr D is unhappy that National Westminster Bank Plc (“NatWest”) won’t reimburse money he says was taken fraudulently from Mrs D’s account. Mr D brings this complaint in his capacity as the executor of Mrs D (his late-wife’s) estate. background In October 2017 Mrs D opened a current account ... (5 pages)View decision
