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 3981 results
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Decision Reference DRN-4487570
30 Nov 2023 National Westminster Bank Plc Not upheldConsumer CreditDRN-4487570 The complaint Miss C complains that National Westminster Bank Plc (NatWest) was irresponsible to lend to her on several occasions. What happened NatWest agreed five loans for Miss C between October 2017 and May 2022. I’ve summarised some of the information it provided about the... (6 pages)View decision -
Decision Reference DRN8137801
14 Sep 2016 Barclays Bank Plc UpheldBanking and creditMr S complains that Barclays Bank Plc refused access to his bank account while in prison.backgroundMr S was a customer of Barclays. From March 2015 onwards, he made several requests to Barclays. Mr S wanted it to cancel bank cards and issue replacements to him in pr... (3 pages)View decision -
Decision Reference DRN-4314124
23 Aug 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-4314124 The complaint Mr J is unhappy Santander will not refund the money he lost as the result of a purchase scam. What happened Both parties are familiar with the details of the scam so I will not repeat them here in full. In summary, Mr J paid three cheques totalling £8,285 for sola... (4 pages)View decision -
Decision Reference DRN-4632842
5 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4632842 The complaint Mr S complains that Monzo Bank Ltd won’t reimburse him the money he transferred to a fraudster. What happened Mr S has explained that he received contact from who he believed was a recruitment company (but was in fact a fraudster) via an instant messaging app, off... (5 pages)View decision -
Decision Reference DRN-3530464
21 Nov 2022 Ikano Bank AB (publ) UpheldConsumer CreditDRN-3530464 The complaint Mr F complains about the way that Ikano Bank AB (publ) (‘Ikano’) handled his claim for money back in respect of carpets he bought using a loan from it. What happened In November 2019 Mr F bought carpets for his house from a supplier I’ll call S at a cost of £2,651... (4 pages)View decision -
Decision Reference DRN-2374157
8 Feb 2022 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-2374157 The complaint Miss B complains that Santander Consumer (UK) Plc, trading as Santander Consumer Finance, wrongly allowed her to borrow money she couldn’t afford to repay. She borrowed the money to buy a static caravan, and has also raised concerns over problems with the caravan ... (4 pages)View decision -
Decision Reference DRN-3686280
6 Sep 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3686280 The complaint Mr S is unhappy that HSBC UK Bank Plc (“HSBC”) didn’t reimburse him after he was the victim of a scam. What happened In May 2020 Mr S has said he came across an article in a national newspaper about cryptocurrency investment. He contacted one of the companies he s... (3 pages)View decision -
Decision Reference DRN2793125
24 Oct 2019 Barclays Bank UK PLC Not upheldBanking and creditMr R complains that Barclays Bank UK PLC won’t refund all of the disputed withdrawals made from his account and has closed his account.backgroundMr R opened an account with Barclays at the end of January 2018 and a few days later paid in over £3,000 in cash. He says that he didn’t receive ... (3 pages)View decision -
Decision Reference DRN-5175275
6 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5175275 The complaint Mr A complains that Santander UK Plc did not refund the £9,900 he says he lost to a scam. What happened In his submission to our service, Mr A said he had been looking to invest his savings over the last few months and found a company which he researched thoro... (3 pages)View decision -
Decision Reference DRN-1888934
12 Jun 2020 Vehicle Credit Limited UpheldConsumer CreditDRN-1888934ComplaintMrs A has complained about a hire-purchase agreement that she entered into with Vehicle Credit Limited (“Vehicle Credit”). She says the payments were unaffordable and so Vehicle Credit shouldn’t have lent to her. She also says that she contacted the dealer to reject the... (15 pages)View decision
