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 369228 results
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Decision Reference DRN-5369814
7 May 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5369814 The complaint Mr G complains Santander UK Plc didn’t send his new account details in time when he switched accounts causing significant disruption to his financial management. What happened Mr G had an account with Santander which he closed as a result of this complaint. Mr ... (2 pages)View decision -
Decision Reference DRN-5106358
7 May 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5106358 The complaint Mrs B is unhappy that Santander UK Plc haven’t refunded money she lost as a result of a scam. Mrs B is being represented by a claims management company but for ease of reading I’ll only refer to Mrs B in the decision. What happened The detailed background to ... (6 pages)View decision -
Decision Reference DRN-5490972
7 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5490972 The complaint Mr I complains Barclays Bank UK PLC stopped him being able to make payments during an IT outage. What happened Mr I transferred just over £300 on Friday 31 January 2025 from another bank’s account to his Barclays account. The payment didn’t show on Mr I’s acc... (3 pages)View decision -
Decision Reference DRN-5494769
7 May 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5494769 The complaint Mr R is unhappy about the service he has received from HSBC UK Bank Plc (“HSBC”) in relation to the options provided by it to verify his identity with HSBC and access his dormant accounts with it. In particular, he doesn’t believe HSBC has made reasonable adjus... (4 pages)View decision -
Decision Reference DRN-5515960
7 May 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5515960 The complaint Ms M complains that Vanquis Bank Limited was irresponsible in its lending to her. She wants all interest and charges refunded along with statutory interest, and any adverse information recorded about this agreement removed from her credit file. Ms M is represen... (4 pages)View decision -
Decision Reference DRN-5353013
7 May 2025 Lendable Ltd Not upheldConsumer CreditDRN-5353013 The complaint Miss W complains that Lendable Ltd trading as Autolend were responsible for her car being collected by the council and scrapped. What happened In December 2021 Miss W was supplied with a car and entered into a loan agreement with Autolend. The vehicle purchase ... (3 pages)View decision -
Decision Reference DRN-5490624
7 May 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5490624 The complaint Mr D complains about the service he received from TSB Bank plc when transferring his ISA to it. In particular, Mr D was unhappy that a mistake in his name resulted in his ISA transfer being rejected causing delays and inconvenience with him having to return to ... (3 pages)View decision -
Decision Reference DRN-5448967
7 May 2025 ReAssure Limited Not upheldPensions and AnnuitiesDRN-5448967 The complaint Mrs P complains that ReAssure Limited failed to action her income drawdown request in the correct tax year. Mrs P says that because of ReAssure’s delays, she’s not been able to make full use of her personal allowance for the tax year. What happened On 29 Febru... (4 pages)View decision -
Decision Reference DRN-4783751
7 May 2025 Chetwood Financial Limited UpheldConsumer CreditDRN-4783751 The complaint Ms F complains that Chetwood Financial Limited trading as BetterBorrow is holding her liable for a loan she says was taken out fraudulently in her name. Ms F is being represented in this complaint. For ease, my reference to Ms F includes submissions made by he... (4 pages)View decision -
Decision Reference DRN-5500041
7 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5500041 The complaint Mrs W on behalf of company ‘W’ and its directors complains that Lloyds Bank PLC (“Lloyds”) failed to restrict W’s accounts when notified about a dispute between the directors and didn’t update the account mandate or provide access to W’s account when requested.... (4 pages)View decision
