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 366874 results
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Decision Reference DRN-5421651
10 Apr 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5421651 The complaint Mr M complains about the information Santander UK Plc are reporting to the Credit Reference Agencies (CRA’s) in relation to an overdraft account he had with it. What happened Mr M had an overdraft account with Santander. He says he spoke to someone at Santande... (2 pages)View decision -
Decision Reference DRN-4929132
10 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4929132 The complaint Mr and Mrs S complain that Lloyds Bank PLC “Lloyds” didn’t do enough to protect them when they made two payments for a property investment opportunity, which they now consider was a scam. What happened Mr and Mrs S made two payments from their Lloyds account to... (2 pages)View decision -
Decision Reference DRN-5469306
10 Apr 2025 Oakbrook Finance Limited UpheldConsumer CreditDRN-5469306 The complaint Mr D complains that Oakbrook Finance Limited (trading as Finio Loans) has incorrectly recorded missed payments on his credit file. What happened Mr D says Oakbrook has recorded four missed payments on his credit file whilst he was in a payment arrangement. He ... (2 pages)View decision -
Decision Reference DRN-5388829
10 Apr 2025 PayrNet Limited Not upheldBanking and PaymentsDRN-5388829 The complaint P, a limited company, complaints that PayrNet Limited unreasonably delayed a payment to their director’s personal account. P held an ANNA branded account – who provide services on behalf of PayrNet. For ease of reading in this decision I’ll refer to ANNA. Wha... (2 pages)View decision -
Decision Reference DRN-4977032
10 Apr 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4977032 The complaint Mr L complains that Bank of Scotland plc, trading as Halifax, won’t reimburse him money after he says he was defrauded. What happened As the circumstances of this complaint are well-known to both parties, I’ve summarised them briefly below. Mr L required the se... (3 pages)View decision -
Decision Reference DRN-5442037
10 Apr 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5442037 The complaint Mr A complains about the service provided by Bank of Scotland plc trading as Halifax’s agent when he called to discuss a balance transfer on his credit card account. What happened In September 2024, Mr A called Halifax to discuss a potential balance transfer. H... (3 pages)View decision -
Decision Reference DRN-4821686
10 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4821686 The complaint Mrs B is complaining that Revolut Ltd didn’t do enough to prevent her from making payments to a scam, and didn’t refund the payments to her when she reported the scam. What happened The circumstances of this scam are well-known to both parties so I won’t go int... (3 pages)View decision -
Decision Reference DRN-5432822
10 Apr 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5432822 The complaint Miss W complained about the service provided by Domestic & General Insurance Plc (“D&G”) after she claimed under her appliance warranty. What happened Both parties are aware of the background to this complaint, so I’ve summarised what I think are the ke... (3 pages)View decision -
Decision Reference DRN-5400214
10 Apr 2025 Tandem Personal Loans Ltd Not upheldConsumer CreditDRN-5400214 The complaint Mr M complains that Tandem Personal Loans Ltd (‘Tandem’) provided inaccurate records of his personal loan payments and didn’t report accurately to the Credit Reference Agencies (‘CRAs’). Mr M wants this correcting and for Tandem to recognise the upset they’ve ... (3 pages)View decision -
Decision Reference DRN-5474756
10 Apr 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5474756 The complaint Ms L complains about the service she’s received from Admiral Insurance (Gibraltar) Limited (Admiral) after making a claim under her home insurance. What happened Ms L had home insurance with Admiral. There was an escape of water at Ms L’s home, so a claim was ... (4 pages)View decision
