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 4032 results
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Decision Reference DRN-5732466
27 Oct 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5732466 The complaint Mrs F complains that Lloyds Bank PLC won’t reimburse her after she fell victim to a job scam. What happened The circumstances of this complaint, as well as a list of payments complained about, have been set out in detail by our investigator so I don’t intend to... (5 pages)View decision -
Decision Reference DRN-3880557
4 Jan 2023 Santander UK Plc UpheldBanking and PaymentsDRN-3880557 The complaint Mrs A complains about delays and service issues when trying to withdraw her money from Santander UK Plc. What happened The background to this complaint and my initial conclusions were set out in my provisional decision. I said: Mrs A had a bank account with Santan... (4 pages)View decision -
Decision Reference DRN6706528
28 Nov 2014 Protection and Investment Ltd UpheldInvestment and pensionsMs B’s complaint concerns her Unit Trust portfolio recommended by Protection and Investment Ltd. She says the equity funds in which she was advised to invest weren’t consistent with her recorded attitude to risk.Ms B is also unhappy the business continued to receive commission from her... (5 pages)View decision -
Decision Reference DRN-3430208
24 Jun 2022 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-3430208 The complaint Mr W complains about the way Santander Consumer (UK) Plc (Santander) and their agent mis-sold him a fixed sum loan agreement in 2020. He is also unhappy about two conditional sale agreements he entered into with Santander in 2021. What happened In October 2020, Mr... (4 pages)View decision -
Decision Reference DRN-4153664
30 Jun 2023 Barclays Bank Plc UpheldPensions and AnnuitiesDRN-4153664 The complaint Mr C complains that Barclays Investment Solutions Limited (‘Barclays’) delayed crediting an interest payment he was owed to his self-invested personal pension (‘SIPP’) and about the service he received. What happened Mr C held a bond (with a provider I shall call ... (6 pages)View decision -
Decision Reference DRN-2663735
8 Mar 2021 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-2663735 The complaint Mr M has complained to Santander Consumer (UK) Plc trading as Santander Consumer Finance (“Santander”) when a car he was paying for under a conditional sale agreement exhibited a fault. He says the car wasn’t of satisfactory quality when he entered into the agreem... (5 pages)View decision -
Decision Reference DRN9629718
22 Sep 2016 HSBC Bank plc Not upheldBanking and creditMr H says HSBC plc (trading as first direct) provided poor service provided when he transferred money for a property purchase, and when he moved his account. The compensation offered doesn’t reflect what happened, and the bank needs to accept full responsibility for ... (2 pages)View decision -
Decision Reference DRN-4510964
22 Feb 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4510964 The complaint Mr Z complains that Santander UK Plc displayed wrong information about their foreign cheque deposit process on their website. What happened Mr Z had a foreign currency cheque that he wanted to deposit into his Santander account. He says that he looked at Santander... (3 pages)View decision -
Decision Reference DRN2144630
26 Mar 2019 Santander Consumer (UK) Plc UpheldBanking and creditMr S1, represented by Mr S2, complains that the conditional sale agreement he entered into with Santander Consumer (UK) Plc was not what had been agreed with the dealer and that his previous finance agreement was not settled. Mr S1 also complains that there were faul... (6 pages)View decision -
Decision Reference DRN-4999073
10 Feb 2025 PayPal (Europe) S.à r.l et Cie, S.C.A. UpheldBanking and PaymentsDRN-4999073 The complaint Miss K complains about PayPal’s (Europe) Sarl et Cie SCA (“PayPal”) decision to lend to her. What happened I sent Miss K and PayPal my provisional findings on this complaint on 8 January 2025. A copy of that decision is attached and forms part of this final dec... (9 pages)View decision
