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 400694 results
-
Decision Reference DRN-6099063
2 Apr 2026 PayPal UK Ltd Not upheldBanking and PaymentsDRN-6099063 THE COMPLAINT Ms R’s complaint is about PayPal UK Ltd (“PayPal”). WHAT HAPPENED The circumstances of this complaint are well known to all parties concerned, so I will not repeat them again here in detail. However, I will provide an overview. In February 2020, a PayPal Worki... (3 pages)View decision -
Decision Reference DRN-6054699
2 Apr 2026 Wakam UK Limited Not upheldInsuranceDRN-6054699 The complaint Mrs S has complained about Wakam UK Ltd (Wakam) deducting the remaining premium from the settlement amount after she made a claim on her motor insurance policy. What happened Mrs S made a claim under her motor insurance policy, and her car was deemed a total l... (2 pages)View decision -
Decision Reference DRN-6058464
2 Apr 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6058464 The complaint Mr T complains Bank of Scotland plc trading as Halifax repeatedly returned payments he made into his account. What happened Mr T has an account with Halifax and an account with a business who I’ll refer to as “S” throughout the rest of this decision. In April 2... (2 pages)View decision -
Decision Reference DRN-5643782
2 Apr 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-5643782 The complaint A limited company, which I’ll refer to as S, complains that Starling Bank Limited provided poor customer service, failed to make reasonable adjustments for its director and unfairly declined to agree a reduced repayment arrangement for its bounce back loan. Thi... (3 pages)View decision -
Decision Reference DRN-6271052
2 Apr 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-6271052 The complaint A limited company, which I’ll refer to as S, complains that Starling Bank Limited failed to carry out adequate due diligence on a bounce back loan (“BBL”) application and should therefore write it off. This complaint has been brought to us by S’s sole director ... (2 pages)View decision -
Decision Reference DRN-6099398
2 Apr 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-6099398 The complaint Miss K has complained about the way Starling Bank Limited dealt with a claim for money back in relation to a purchase she’d made using her debit card. What happened Miss K said she used her Starling debit card in October 2025 to pay a merchant I’ll call H for ... (3 pages)View decision -
Decision Reference DRN-6224449
2 Apr 2026 Coventry Building Society Not upheldBanking and PaymentsDRN-6224449 The complaint Mr C complains that Coventry Building Society caused him distress when it was unable to find his savings account when he called to check funds he’d transferred to it had been received. What happened Mr C contacted Coventry on 15 December 2025 to confirm that a ... (3 pages)View decision -
Decision Reference DRN-6256628
2 Apr 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6256628 The complaint Miss J complains that National Westminster Bank Public Limited Company (NatWest) lent to her irresponsibly. What happened Miss J has an overdraft with NatWest. She opened this with a limit of £2,000 in December 2018. In November 2025, Miss J complained to Nat... (3 pages)View decision -
Decision Reference DRN-6266131
2 Apr 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6266131 The complaint Mr S complains that Bank of Scotland Plc trading as Halifax failed to intervene and support him when he experienced a period of excessive spending on his account. What happened Mr S holds a Halifax account. Between 27 October and 5 November 2025, over a period ... (3 pages)View decision -
Decision Reference DRN-6262631
2 Apr 2026 Lloyds Bank PLC UpheldMortgagesDRN-6262631 The complaint Mr and Mrs M complain that Lloyds Bank PLC obtained a warrant for eviction and they received an eviction notice when possession action should have been on hold, that it wrongly reported missed mortgage payments on their credit files, and that it failed to keep ... (3 pages)View decision