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 364422 results
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Decision Reference DRN-4724624
8 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4724624 The complaint Mrs T has complained about the actions of Santander UK Plc in relation to the provision of various services that relate to her current account with it. Mrs T’s complaint has been brought on her behalf by her son. What happened I have previously issued a provisiona... (5 pages)View decision -
Decision Reference DRN-4604920
8 Apr 2024 Elavon Financial Services Designated Activity Company Not upheldBanking and PaymentsDRN-4604920 The complaint A company, which I will refer to as S, complains that Elavon Financial Services Designated Activity Company treated it unfairly by imposing a cash reserve and restricting access to its funds. What happened Elavon told us: In early 2023, S had an existing merchant... (5 pages)View decision -
Decision Reference DRN-4613557
8 Apr 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4613557 The complaint Mr P says Barclays Bank UK PLC, trading as Barclaycard, were unfair to close his account; sent him contradictory emails; were unreasonable not to provide a more suitable medium for him to correspond with them and didn’t call him when they said they would. What hap... (2 pages)View decision -
Decision Reference DRN-4552893
8 Apr 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4552893 The complaint Mr A complains that Santander UK plc (Santander) made an international transfer resulting in a loss to Mr A of £769.01 which he would like refunded along with compensation What happened The details of this complaint are well known to both parties so I won’t repeat... (2 pages)View decision -
Decision Reference DRN-4697700
8 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4697700 The complaint Mrs B is unhappy with the service she’s received from Santander UK Plc surrounding a request she made to add her fiancé to her account. What happened In August 2023, Mrs B went into her local Santander branch and asked to add her fiancé to her account as a joint a... (2 pages)View decision -
Decision Reference DRN-4466319
8 Apr 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4466319 The complaint Mr I complains that Revolut Ltd (“Revolut”) won’t refund over £1,200 he lost to a safe- account scam in September 2022. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I will focus on giving the reaso... (2 pages)View decision -
Decision Reference DRN-4626094
8 Apr 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4626094 The complaint Miss M has complained that Santander UK plc didn’t remove fraud-related markers from her record in 2022 when they said they would. What happened Santander decided to close Miss M’s account in 2021 after a large credit was paid into her account. They also placed a ... (2 pages)View decision -
Decision Reference DRN-4697621
8 Apr 2024 Admiral Financial Services Limited Not upheldConsumer CreditDRN-4697621 The complaint Mr H complains that Admiral Financial Services Limited trading as Admiral Money, lent to him irresponsibly. What happened In April 2019, Mr H applied for and received a loan of £5,000 from Admiral for a car. It was to be repaid in 60 monthly instalments of £122.12... (3 pages)View decision -
Decision Reference DRN-4587828
8 Apr 2024 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4587828 The complaint Ms K complains Bank of Scotland plc trading as Halifax transferred too much money to her individual savings account (ISA). What happened Ms K completed an ISA transfer to Halifax, and asked it to transfer a specific amount. But Halifax transferred the whole amount... (3 pages)View decision -
Decision Reference DRN-4723612
8 Apr 2024 Coutts & Company UpheldMortgagesDRN-4723612 The complaint Ms K complains about the service she experienced whilst Coutts & Company were considering her buy-to-let mortgage applications, which they ultimately declined. What happened In July 2022 Ms K had conversations with an adviser at Coutts about her plans to restr... (3 pages)View decision
