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 381196 results
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Decision Reference DRN-5563236
17 Jun 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5563236 The complaint Mrs C says Vanquis Bank Limited, irresponsibly lent to her. She says that it didn’t take reasonable steps to ensure she could afford the repayments towards a credit card. She says that her financial situation was precarious when she took the card, and Vanquis s... (3 pages)View decision -
Decision Reference DRN-5629195
17 Jun 2025 Home Retail Group Card Services Limited UpheldConsumer CreditDRN-5629195 The complaint Mr H is unhappy with how Home Retail Group Card Services Limited, trading as Argos, have administered his credit account. What happened Mr H had a credit account with Argos which had an outstanding balance. In February 2018, Mr H entered a debt management plan ... (3 pages)View decision -
Decision Reference DRN-5627049
17 Jun 2025 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-5627049 The complaint Mr and Mrs C have complained about the amount Royal & Sun Alliance Insurance Limited (“RSA”) offered them in settlement of their claim for a damaged kitchen. They’re also unhappy with how their claim was handled. What happened In May 2024 Mr and Mrs C made... (4 pages)View decision -
Decision Reference DRN-5308202
17 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5308202 The complaint Mr T has complained that Monzo Bank Ltd hasn’t reimbursed the money he says he’s lost to a scam. What happened Mr T says he’s fallen victim to an investment scam. In 2022, a trusted professional acquaintance introduced Mr T to an investment opportunity with a c... (5 pages)View decision -
Decision Reference DRN-5596602
17 Jun 2025 Western Union Payment Services GB Limited Not upheldBanking and PaymentsDRN-5596602 The complaint Ms E complains that Western Union Payment Services GB Limited (“Western Union”) paid out unusable bank notes to the recipient of her money transfer. What happened Ms E used Western Union to transfer funds to a third party overseas. The recipient collected the ... (2 pages)View decision -
Decision Reference DRN-5503435
17 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5503435 The complaint Ms D complains about the actions taken by Santander UK Plc (‘Santander’) and the service it provided when she wanted to t ake a large cash sum out of her account. What happened On 8 October 2024, Ms D wanted to withdraw a five-figure amount from her Santander ... (4 pages)View decision -
Decision Reference DRN-5579421
17 Jun 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5579421 The complaint Mr S complains that Stellantis Financial Services UK Limited (SFS) would not allow him to cancel his hire agreement, and he is unhappy with what happened after his agreement was settled. When I refer to what Mr S and SFS have said and/or done, it should also b... (4 pages)View decision -
Decision Reference DRN-5589629
17 Jun 2025 TSB Bank plc UpheldMortgagesDRN-5589629 The complaint Mr B is unhappy that TSB Bank plc wouldn’t allow him to have tenants in his property when he thought he had consent-to-let. Mr B doesn’t think TSB Bank plc has offered him enough support while he has been in financial difficulty. What happened Mr B took out an ... (7 pages)View decision -
Decision Reference DRN-5053971
17 Jun 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5053971 The complaint and background Miss I complains PayPal UK Ltd won’t reimburse the full amount of money that she lost when she says she fell victim to an investment scam. Our investigator didn’t uphold the complaint. He didn’t find Miss I had sufficiently evidenced she had sen... (2 pages)View decision -
Decision Reference DRN-5163825
17 Jun 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5163825 The complaint Mr R complains that Santander UK Plc (Santander) won’t reimburse him for payments he made to a scam. Mr R’s complaint is brought by a professional representative but for ease I will refer only to Mr R in this decision. What happened The detailed background to t... (4 pages)View decision
