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 392389 results
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Decision Reference DRN-5539070
16 Sep 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5539070 The complaint Mr H has complained that Capital One (Europe) plc trading as Capital One declined his claim for a refund of a payment made using his credit card account. What happened Mr H went on holiday in April 2024. He’d booked a hire car for a week with a rental company I... (5 pages)View decision -
Decision Reference DRN-5572232
16 Sep 2025 Santander UK Plc Not upheldMortgagesDRN-5572232 The complaint Miss A complains that Santander UK Plc wouldn’t lend her enough to allow her to port her existing mortgage to the new home she was buying. Miss A said Santander offered to lend her enough, then changed its mind so it could claim an Early Repayment Charge. What ... (2 pages)View decision -
Decision Reference DRN-5649352
16 Sep 2025 Capquest Debt Recovery Limited Not upheldConsumer CreditDRN-5649352 The complaint Ms H complaints that Capquest Debt Recovery Limited (Capquest) failed to update her credit file as it should have and this has caused her ongoing detriment. What happened Ms H had a credit card account that was sold by the original lender and is now owned by a ... (3 pages)View decision -
Decision Reference DRN-5690950
16 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5690950 The complaint Mr P complains that Barclays Bank UK PLC (“Barclays”) mistakenly cancelled his card and about the service received by Barclays regarding this. What happened Following receipt of a text message informing him that his card had been cancelled Mr P called Barclays ... (3 pages)View decision -
Decision Reference DRN-5766409
16 Sep 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5766409 The complaint Mrs G complains that The Co-operative Bank Plc (Co-op) unfairly migrated her account without notice or consent. She’s also unhappy that the bank failed to respond to her promptly after she complained. What happened In May last year, Mrs G complained after recei... (3 pages)View decision -
Decision Reference DRN-5578009
16 Sep 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5578009 The complaint Ms P complains that the car she acquired through Santander Consumer (UK) Plc, trading as Santander Consumer Finance (“Santander”) wasn’t of satisfactory quality. She wants Santander to accept rejection of the car and to have her finance agreement cancelled. Wha... (4 pages)View decision -
Decision Reference DRN-5622673
16 Sep 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5622673 The complaint Mr D complains that Oodle Financial Services Limited trading as Oodle Car Finance (Oodle) irresponsibly provided him with an unaffordable regulated hire purchase agreement. What happened In April 2022 Oodle provided Mr D with a hire purchase agreement for a veh... (4 pages)View decision -
Decision Reference DRN-5573328
16 Sep 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5573328 The complaint Mr M complains that Bank of Scotland plc trading as Halifax wouldn’t allow him to port a mortgage previously held jointly, into his sole name and to a different property. Mr M says he was forced to pay an Early Repayment Charge, and higher interest, for lending... (3 pages)View decision -
Decision Reference DRN-5631453
16 Sep 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5631453 The complaint Mr S complains that a car he acquired with finance from Moneybarn No. 1 Limited (‘Moneybarn’) wasn’t of satisfactory quality. He’s rejected the car but is unhappy about how Moneybarn has put things right. What happened The parties are familiar with the backgrou... (2 pages)View decision -
Decision Reference DRN-5701634
16 Sep 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5701634 The complaint Miss A complains that TSB Bank plc (“TSB”) cancelled her debit card without any notice when it said it wouldn’t and have failed to send her out a new card after it said it would. What happened Miss A is living abroad on a temporary basis. Following reporting an... (3 pages)View decision