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 374385 results
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Decision Reference DRN-5623209
13 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5623209 The complaint Mr M complains that Santander UK plc won’t refund to him the money that he paid for a car and reimburse him for other costs that he’s claimed. What happened Mr M used his Santander credit card to pay a £250 deposit for a used car that he bought in March 2023. T... (4 pages)View decision -
Decision Reference DRN-5696467
13 Aug 2025 Monument Bank Limited Not upheldBanking and PaymentsDRN-5696467 The complaint Mr C complains that Monument Bank Limited (“Monument”) won’t allow him to switch linked accounts when he chooses and that its policy on this isn’t communicated in any contract or written policy. What happened Mr C holds an account with Monument where transfers ... (3 pages)View decision -
Decision Reference DRN-5733854
13 Aug 2025 Coventry Building Society Not upheldBanking and PaymentsDRN-5733854 The complaint Mr D is unhappy that Coventry Building Society hasn’t honoured its agreement to allow him to open a Triple Access Saver Account (TASA) - an internet-based account – and then operate it by phone. He wants Coventry Building to provide a specific application form ... (4 pages)View decision -
Decision Reference DRN-4673298
13 Aug 2025 Tandem Personal Loans Ltd UpheldConsumer CreditDRN-4673298 The complaint Mrs N’s complaint is, in essence, that Oplo PL Ltd 1 (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding against... (17 pages)View decision -
Decision Reference DRN-5687237
13 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5687237 The complaint Mr H complains that Revolut Ltd’s (“Revolut”) AI Chat Assistant provided incorrect information regarding its currency conversion mechanism which resulted in a payment being made from his GBP balance instead of using his USD balance first. What happened Mr H wis... (2 pages)View decision -
Decision Reference DRN-5596374
13 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5596374 The complaint Miss K is unhappy with the way that HSBC UK Bank Plc (HSBC) responded when she told them that she couldn’t access her online banking. What happened In early April 2025 Miss K tried to login to her online banking, but she received error messages. She tried to ra... (2 pages)View decision -
Decision Reference DRN-5442309
13 Aug 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5442309 The complaint Mr P complains about the quality of a used car he acquired through a hire purchase agreement with Advantage Finance Ltd (‘Advantage’). Mr P says that he had problems with the car going into limp mode shortly after he acquired it. He says Advantage has ignored t... (4 pages)View decision -
Decision Reference DRN-5603144
13 Aug 2025 Barclays Bank UK PLC UpheldConsumer CreditDRN-5603144 The complaint Mrs F complains that Barclays Bank UK Plc trading as Tesco Bank (Barclays) lent irresponsibly to her. In bringing her complaint Mrs F is represented by a third party. For ease of reading I will only refer to Mrs F in my decision. What happened In January 2017 M... (3 pages)View decision -
Decision Reference DRN-5585487
13 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5585487 The complaint Mrs D complains Barclays Bank UK PLC trading as Barclaycard blocked a transaction on her credit card account, took too long to replace the cards on her account and reduced her credit limit. Mrs D is represented by Mr D, but as it’s her account I’ll refer mostl... (3 pages)View decision -
Decision Reference DRN-5163203
13 Aug 2025 Phoenix Life Limited UpheldInsuranceDRN-5163203 The complaint Mr and Mrs F as the trustees of the F Trust have complained about the inaccurate information and poor service provided by Phoenix Life Limited (‘Phoenix’) regarding the Trust’s reviewable whole of life policies. They had been given wrong figures and overcharged... (6 pages)View decision
