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 380824 results
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Decision Reference DRN-5811943
16 Oct 2025 Ald Automotive Limited Not upheldConsumer CreditDRN-5811943 The complaint Miss M complains about charges when she returned her car at the end of a hire agreement provided by Ald Automotive Limited (“AAL”). What happened In November 2020, Miss M acquired a brand-new car using a hire agreement with AAL. When Miss M returned the car at... (3 pages)View decision -
Decision Reference DRN-5813727
16 Oct 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5813727 The complaint Mr S has complained Lloyds Bank PLC lodged a fraud-related marker on an industry fraud database in his name. What happened In October 2023 Mr S opened an account with Lloyds Bank. By the end of November Lloyds told him they’d decided to close his account. Mr S’... (2 pages)View decision -
Decision Reference DRN-5707296
16 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5707296 The complaint Mr Q complains that Barclays Bank UK PLC (“Barclays”) debited a transaction amounting to £1,954.71 from his account. Mr Q says that he did not make or otherwise authorise this transaction. What happened The details of this complaint are well known to both parti... (3 pages)View decision -
Decision Reference DRN-5838975
16 Oct 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5838975 The complaint Mr B says he was forced to take out a joint buy to let mortgage by a family member. He says Barclays Bank UK PLC assisted in this. Mr B says the mortgage has impacted his life and mental health. He asks that the mortgage is cancelled or he’s released from it. W... (3 pages)View decision -
Decision Reference DRN-5867618
16 Oct 2025 Santander UK Plc Not upheldMortgagesDRN-5867618 The complaint Mr P is unhappy that Santander UK Plc won’t switch his mortgage to interest only temporarily. He has explained that he is aware he needs to sell his property as it’s no longer affordable, but due to personal family circumstances, he’s unable to do so for a few ... (7 pages)View decision -
Decision Reference DRN-5886875
16 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5886875 The complaint Miss C complains that Santander UK Plc gave her incorrect information in relation to her overdraft facility. What happened Miss C took out an account with Santander that had an overdraft facility; the account was initially a student account that didn’t attract... (4 pages)View decision -
Decision Reference DRN-5876857
16 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5876857 The complaint Miss V complains that Revolut Ltd won’t refund her the money she lost in an investment scam. What happened Miss V says that around November 2023 she made contact with a representative of an investment company, by messaging app and telephone and was persuaded to... (4 pages)View decision -
Decision Reference DRN-5508910
16 Oct 2025 Hutchison 3G UK Limited Not upheldConsumer CreditDRN-5508910 The complaint Mr H has complained about the way Hutchison 3G UK Limited trading as Three (“Three”) is administering a fixed sum loan agreement he’d taken out to buy a device. What happened The circumstances of the complaint are well known to the parties so I won’t go over e... (3 pages)View decision -
Decision Reference DRN-5860076
16 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5860076 The complaint Mr V complains HSBC UK Bank Plc unfairly declined his claim under Section 75 of The Consumer Credit Act 1974 (“Section 75”) for payments made on his credit card. What happened The background to this complaint is well known to both parties, so I won’t repeat it... (3 pages)View decision -
Decision Reference DRN-5613904
16 Oct 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5613904 The complaint Mr C complains that Shawbrook Bank Limited (“Shawbrook”) irresponsibly provided him with a loan whilst he was vulnerable and without conducting affordability checks. What happened Shawbrook provided Mr C with a loan for £10,000 on 12 April 2019. The loan was t... (4 pages)View decision
