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 393318 results
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Decision Reference DRN-5762248
26 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5762248 The complaint Miss R complains that Santander UK Plc has reduced the interest rate on her savings account. What happened In September 2023 Miss R opened an Easy Access Saver Limited Edition (Issue 3) with an interest rate of 5.20%. Later that month she deposited money into t... (3 pages)View decision -
Decision Reference DRN-5278010
26 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5278010 The complaint Mrs H says Bank of Scotland plc, trading as “Halifax”, refuses to refund her money she says she lost as a result of a scam. Mrs H has a professional representative assisting her with her complaint and providing evidence on her behalf, but to keep things simple ... (3 pages)View decision -
Decision Reference DRN-5724246
26 Sep 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5724246 The complaint Mrs S complains that Motability Operations Limited has terminated the hire agreement under which a car was supplied to her. Mrs S’s son is also involved in her complaint. What happened A new car was supplied to Mrs S under a hire agreement with Motability Opera... (3 pages)View decision -
Decision Reference DRN-5843503
26 Sep 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5843503 The complaint Mr W complains that The Royal Bank of Scotland Plc (“RBS”) allowed him to spend a large amount of money using gambling websites without any intervention. What happened Around the start of December 2024, Mr W spent around £13,500 on gambling websites using his a... (4 pages)View decision -
Decision Reference DRN-5497171
26 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5497171 The complaint Mrs W complains HSBC UK Bank Plc (“HSBC”) hasn’t refunded funds she says she lost as the result of a scam, and she didn’t feel believed when she made the claim. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summa... (3 pages)View decision -
Decision Reference DRN-4944464
26 Sep 2025 The Chorley and District Building Society Not upheldBanking and PaymentsDRN-4944464 The complaint Mr T complains about a savings account he held with The Chorley and District Building Society (“CDBS”). What happened On 1 July 2021, Mr T opened a Regular Saver Account with an interest rate of 1.05%. The rate remained at this figure between this date and 30 J... (4 pages)View decision -
Decision Reference DRN-5775809
26 Sep 2025 Black Horse Limited Not upheldConsumer CreditDRN-5775809 The complaint Mr J is unhappy with the quality of a car financed using a hire purchase agreement from Black Horse Limited. What happened In June 2021 Mr J entered into a hire purchase agreement with Black Horse Limited for a used car. The car was around five years old and ha... (3 pages)View decision -
Decision Reference DRN-5764895
26 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5764895 The complaint Miss K complains that Nationwide Building Society unfairly closed her accounts. What happened Between February and July 2023, Nationwide had cause to record three verbal and aggressive behaviour reports concerning Miss K’s contact with its staff. During a call... (3 pages)View decision -
Decision Reference DRN-5631873
26 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5631873 The complaint Miss D complains that Nationwide Building Society did not reimburse the funds she says she lost to a scam. What happened This investment was mostly organised by Miss D’s father, however for simplicity I will only be referring to Miss D throughout this decision,... (4 pages)View decision -
Decision Reference DRN-5609066
26 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5609066 The complaint Mrs N and Mrs W complain that Santander UK Plc (Santander) blocked their joint account, without telling them. They say the block was unnecessary and they received poor customer service when they raised the issue with Santander. What happened Mrs N and Mrs W hol... (4 pages)View decision