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 401363 results
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Decision Reference DRN-5791520
29 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5791520 The complaint Miss I complains Lloyds Bank PLC recorded a marker against her on a fraud database and closed her account. She doesn’t think it’s treated her fairly. What happened A summary of what happened is below. Miss I held an account with Lloyds. In January 2025, it wa... (4 pages)View decision -
Decision Reference DRN-5816456
29 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5816456 The complaint Mrs B complains Santander UK Plc (“Santander”) blocked her transaction to a new ISA provider causing her to miss the tax deadline. Mrs B says Santander’s actions caused her substantive distress and inconvenience – and triggered a painful medical condition. What... (2 pages)View decision -
Decision Reference DRN-5907829
29 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5907829 The complaint Mr O complains that HSBC UK Bank Plc, trading as first direct, lent to him irresponsibly. In bringing his complaint, Mr O is supported by a professional representative; for ease, though, I’ll refer to all actions and submissions as being those of Mr O. What h... (3 pages)View decision -
Decision Reference DRN-5913059
29 Oct 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5913059 The complaint Mr B and Mrs M have complained about Barclays Bank UK PLC’s actions in relation to their joint current account. What happened From August 2024 onwards, Barclays wrote to Mr B several times asking him to make payments into his joint current account as it was ove... (2 pages)View decision -
Decision Reference DRN-5874334
29 Oct 2025 PayrNet Limited Not upheldBanking and PaymentsDRN-5874334 The complaint A limited company ‘L’ complains that PayrNet Limited didn’t do enough to prevent the loss they suffered when they were a victim of a scam. The complaint is brought by L’s director, Mr R. He also initially used a representative to bring his complaint who is now... (3 pages)View decision -
Decision Reference DRN-5726893
29 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5726893 The complaint Miss K complains that Bank of Scotland plc trading as Halifax won’t refund the money she lost when she fell victim to a scam. She also complains it removed the temporary refund it issued, and closed her account, without warning. What happened In August 2024, Mi... (3 pages)View decision -
Decision Reference DRN-5854854
29 Oct 2025 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-5854854 The complaint Miss V complains that Sainsburys Bank Plc trading as Sainsburys Bank lent to her irresponsibly. What happened In October 2020 Miss V applied for a credit card with Sainsburys Bank. The application was approved, and Miss V was given a credit card with an initial... (3 pages)View decision -
Decision Reference DRN-5913235
29 Oct 2025 Yorkshire Building Society UpheldMortgagesDRN-5913235 The complaint This complaint’s about a mortgage Ms S held until recently with Yorkshire Building Society (YBS). The complaint is comprised of a number of issues, some of which Ms S has sought to add to the dispute after it was referred to this service following YBS’ final re... (5 pages)View decision -
Decision Reference DRN-4075923
29 Oct 2025 ReAssure Limited UpheldInsuranceDRN-4075923 The complaint Mr and Mrs W complain how ReAssure Limited (ReAssure) administered their reviewable whole of life (RWOL) policy. What happened Mrs W took out a solely held RWOL policy in April 1992 which provided her with life cover of £150,000 for a monthly premium of £25.75... (5 pages)View decision -
Decision Reference DRN-5603722
29 Oct 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5603722 The complaint Mr C complains that MotoNovo Finance Limited (“MotoNovo”) provided him with car finance that wasn’t affordable for him. What happened In December 2021, MotoNovo provided Mr C with a car finance loan for £16,418.83 to be repaid over 49 months with monthly repay... (3 pages)View decision