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-5603500
20 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5603500 The complaint Mr H1 and Mr H2 are trustees of a trust which I’ll refer to as H. They complain about a declined application for a high interest deposit account with Santander UK Plc. They also complain about the overall service they experienced, particularly around the inform... (3 pages)View decision -
Decision Reference DRN-5892534
20 Oct 2025 National Savings and Investments UpheldBanking and PaymentsDRN-5892534 The complaint Mrs C complains about the service received from National Savings and Investments (“NS&I”) regarding the administration of a joint account she held with it following the death of the joint account holder. In particular, she is unhappy she had to obtain a Gra... (4 pages)View decision -
Decision Reference DRN-5782340
20 Oct 2025 Foundation for Credit Counselling UpheldConsumer CreditDRN-5782340 The complaint Mr W complains Foundation for Credit Counselling trading as Stepchange haven’t supported him with his Token Payment Plan (TPP). What happened Mr W has a medical condition and says he specifically sought support from Stepchange to help manage his debts. He also ... (4 pages)View decision -
Decision Reference DRN-5892567
20 Oct 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5892567 The complaint Mr A complains that Stellantis Financial Services UK Limited (Stellantis) haven’t adequately compensated him for the distress and inconvenience they caused when asking him to pay excess mileage charges that weren’t due. What happened The detailed background to ... (2 pages)View decision -
Decision Reference DRN-5631729
20 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5631729 The complaint Miss B complains that Barclays Bank UK PLC (Barclays) is refusing to refund her the amount she lost as the result of a scam. Miss B is being represented by a third party. To keep things simple, I will refer to Miss B throughout my decision. What happened The ba... (4 pages)View decision -
Decision Reference DRN-5337391
20 Oct 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5337391 The complaint Mr J has complained HSBC UK Bank plc, trading as first direct, won’t refund him for transactions he didn’t make. What happened Mr J opened an account with first direct in September 2024. Within a month he complained that various gaming transactions that had tak... (2 pages)View decision -
Decision Reference DRN-5873362
20 Oct 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5873362 The complaint Mr S is unhappy with how PayPal UK Ltd (‘PayPal’) handled his account following a disputed transaction. Mr S is concerned that payments and refunds weren’t properly allocated to his account and he’ll pay interest on a debt he’s already cleared. Mr S wants his a... (2 pages)View decision -
Decision Reference DRN-5718125
20 Oct 2025 DEBT CORRECT Not upheldConsumer CreditDRN-5718125 The complaint Mr G complains Debt Correct haven’t administered his Debt Management Plan (DMP) properly leading to missed payments being reported on his credit file. What happened The information I have shows Mr G entered into the DMP around November 2023. I’ve taken this fro... (2 pages)View decision -
Decision Reference DRN-5489386
20 Oct 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5489386 The complaint Mr and Mrs P complain that Santander UK Plc (“Santander”) won’t refund payments they made as part of a scam. What happened The background to this complaint is well known by both parties, so I won’t repeat it in detail here. But I understand it to be as follows... (10 pages)View decision -
Decision Reference DRN-5657231
20 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5657231 The complaint Mrs S complains that NewDay Ltd trading as BIP (“NewDay”) irresponsibly provided her with a credit card and increased the limit three times. Mrs S is supported in bringing her complaint by a representative but for ease, I’ll refer to Mrs S throughout. What ha... (6 pages)View decision
