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-5786976
23 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5786976 The complaint Mr G, complaining on behalf of C, a limited company, complains that Barclays Bank UK PLC wrongly closed C’s bank account. What happened As part of a regular ‘Know Your Customer’ (KYC) review, Barclays wrote to C on 3 March 2024 letting it know its account had ... (3 pages)View decision -
Decision Reference DRN-5900948
23 Oct 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5900948 The complaint X complains that Tesco Personal Finance Limited trading as Tesco Bank has treated him unfairly in relation to its obligations with regard to a payment he made using his credit card. What happened X paid a £200 deposit for a second-hand car using his Tesco Bank ... (4 pages)View decision -
Decision Reference DRN-5894564
23 Oct 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5894564 The complaint Mr B is director of a company that I will refer to as P. He has complained on P’s behalf that Revolut Ltd refused to reimburse money lost from its business account as a result of a scam. P is represented in bringing this complaint but, for ease of reading, I w... (7 pages)View decision -
Decision Reference DRN-5771872
23 Oct 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5771872 The complaint Mr M complains that First Central Underwriting Limited (First Central) has unfairly declined a claim for a stolen car under his motor insurance policy. What happened Mr M reported his car stolen in January 2025 and made a claim against his policy. In its letter... (4 pages)View decision -
Decision Reference DRN-5819796
23 Oct 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5819796 The complaint Mr D complains that Creation Consumer Finance Ltd (“Creation”) has recorded adverse information on his credit file about a fixed sum loan agreement he held with them. Mr D also says they told him they would remove that information and is unhappy they sold his a... (3 pages)View decision -
Decision Reference DRN-5844402
23 Oct 2025 Legal & General Partnership Services Limited Not upheldInsuranceDRN-5844402 The complaint Ms C has complained that Legal & General Partnership Services Limited (Legal & General) sold her a Mortgage Term Assurance with Critical Illness Cover which was unsuitable for her needs. What happened In April 2010 Ms C took out a mortgage for £90,000 ... (3 pages)View decision -
Decision Reference DRN-5810612
23 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5810612 The complaint Miss W complains that Santander UK Plc (“Santander”) failed to raise chargebacks for her in relation to gambling transactions. What happened Miss W contacted Santander in 2024 asking them to process chargebacks for her for several transactions relating to an on... (3 pages)View decision -
Decision Reference DRN-5749217
23 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5749217 The complaint Mr H complains that Lloyds Bank PLC (“Lloyds”) failed to support him as a vulnerable customer in that he was allowed to make gambling related transactions on his credit cards. What happened Mr H successfully applied for two credit cards with Lloyds in March 201... (3 pages)View decision -
Decision Reference DRN-5763912
23 Oct 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5763912 The complaint Mr C complains about a car he acquired using a conditional sale agreement with Santander Consumer (UK) Plc trading as Santander Consumer Finance (“SCF”). He says the car wasn’t safe to drive. What happened Mr C entered into a conditional sale agreement with SCF... (4 pages)View decision -
Decision Reference DRN-5796606
23 Oct 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5796606 The complaint Mr J complains HSBC UK Bank Plc won’t refund the money he says he lost to a scam. What happened Mr J was looking for investments opportunities when he saw and responded to an advert for a company, C, claiming to offer a property development investment. Mr J und... (4 pages)View decision