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 376696 results
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Decision Reference DRN-5819204
16 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5819204 The complaint Mr S is unhappy with how Santander UK Plc is reporting his credit card account to the Credit Reference Agencies (CRAs). What happened Due to financial difficulties Mr S entered into a Debt Arrangement Scheme (DAS) in December 2020, with the first payment due i... (4 pages)View decision -
Decision Reference DRN-5729845
16 Sep 2025 Think Insurance Services Limited Not upheldInsuranceDRN-5729845 The complaint Mrs S and Mr S complain about Think Insurance Service Limited trading as Bromwich Insurance Services (“Bromwich”) for the way it sold home insurance to them. They want Bromwich to compensate them for their losses. What happened Mrs S and Mr S insured their home... (3 pages)View decision -
Decision Reference DRN-5816624
16 Sep 2025 Bamboo Limited Not upheldConsumer CreditDRN-5816624 The complaint Ms M complains that Bamboo Limited was irresponsible in its lending to her. She wants all interest and charges refunded along with statutory interest. Ms M is represented by a third party but for ease of reference I have referred to Ms M throughout this decisio... (3 pages)View decision -
Decision Reference DRN-5633354
16 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5633354 The complaint Ms G complains that HSBC UK Bank Plc didn’t do enough to prevent her losing money to what she says was a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some of the key events he... (4 pages)View decision -
Decision Reference DRN-5819180
16 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5819180 The complaint Mr E complains that Santander UK Plc (‘Santander’) won’t refund the money he lost after falling victim to a scam. What happened In May 2024, Mr E was looking to book a holiday. He found a website and called them, and spoke to someone who said they worked for a... (4 pages)View decision -
Decision Reference DRN-5340713
15 Sep 2025 Santander UK Plc UpheldConsumer CreditDRN-5340713 THE COMPLAINT Mr H’s complaint is about a Santander UK PLC (“Santander”) loan taken out in his name. Mr H argues that he did not consent to the loan. Mr H has a representative in this matter. However, I will refer to Mr H solely in this decision for ease of reading. WHAT ... (4 pages)View decision -
Decision Reference DRN-5813436
15 Sep 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5813436 The complaint Mr H is unhappy that a car supplied to him under a hire agreement with Mitsubishi HC Capital UK PLC t/a Novuna Vehicle Solutions (NVS) suffered a failure and incorrect advice given by NVS caused him financial loss. When I refer to what Mr H has said and what N... (3 pages)View decision -
Decision Reference DRN-5504933
15 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5504933 The complaint Miss W complains Barclays Bank UK PLC (“Barclays”) closed her account without explanation and failed to communicate this decision through the post or on its online channel. Miss W says Barclays’ actions have caused her, and her family, severe distress and incon... (2 pages)View decision -
Decision Reference DRN-5762808
15 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5762808 The complaint Mr L complains that Bank of Scotland plc trading as Halifax declined his disputed transaction claim. What happened Mr L purchased a used car on 22 April 2024 using his Halifax credit card as part payment for £2000. Additional payments were made using another cr... (3 pages)View decision -
Decision Reference DRN-5523405
15 Sep 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5523405 The complaint Mr B complains Barclays Bank UK PLC (“Barclays”) closed his account without explanation and did so with immediate effect. What happened The details of this complaint are well known by both parties, so I won’t repeat them again here. Instead, I’ll focus on givin... (2 pages)View decision
