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 364862 results
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Decision Reference DRN-5340767
6 May 2025 LDF Finance No. 3 Limited Not upheldBanking and PaymentsDRN-5340767 The complaint Mrs C complains in her capacity as a guarantor that LDF Finance No. 3 Limited trading as White Oak UK has treated her unfairly by pursuing her for repayment under a guarantee. She also complains that she didn’t understand the implications of the “all monies” cl... (3 pages)View decision -
Decision Reference DRN-5526841
6 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5526841 The complaint Miss D complains that Lloyds Bank PLC (“Lloyds”) failed to refund transactions she didn’t recognise and provided poor customer service. What happened Miss D explained that she was subject to the fraudulent use of her account and received a large refund from Llo... (6 pages)View decision -
Decision Reference DRN-5351760
6 May 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5351760 The complaint Mr J and Mrs C complain that Barclays Bank UK PLC caused significant delays in their remortgage to it. Although they’d started the process in good time, they still ended up paying a much higher interest rate to their old lender before they were able to move the... (3 pages)View decision -
Decision Reference DRN-5349805
6 May 2025 TSB Bank plc Not upheldConsumer CreditDRN-5349805 The complaint Mr A complains that TSB Bank plc declined his loan application. What happened On 25 March 2024 Mr A applied for a loan with TSB. Prior to submitting his application Mr A checked his credit score and credit file and found no issues. When trying to submit his app... (3 pages)View decision -
Decision Reference DRN-4912846
6 May 2025 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-4912846 The complaint Mrs K complains that Sainsbury's Bank Plc (“Sainsbury’s”) failed to refund a transaction she didn’t recognise. What happened Mrs K reported to Sainsbury’s that a payment had been made from her account that she didn’t recognise. She explained that the accou... (3 pages)View decision -
Decision Reference DRN-5457575
6 May 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5457575 The complaint Mr L complains that Bank of Scotland Plc trading as Halifax (Halifax) lent to him irresponsibly. What happened Mr L has an overdraft with Halifax, the initial lending decision for an overdraft of £1,000 was made in July 2016. The credit limit was increased in ... (5 pages)View decision -
Decision Reference DRN-5329983
6 May 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5329983 The complaint Mr L complains that Santander UK Plc (‘Santander’) won’t refund the money that he lost after falling victim to a scam. What happened In 2022, Mr L was introduced to an investment opportunity by his daughter. The investment would be made through a company I’ll ... (6 pages)View decision -
Decision Reference DRN-5520646
6 May 2025 Kensington Mortgage Company Limited UpheldMortgagesDRN-5520646 The complaint Mr G complains that Kensington Mortgage Company Limited wouldn’t offer him a new fixed interest rate product on his mortgage. What happened Mr G took out his mortgage with Money Partners Limited in 2006. He borrowed around £80,000 on an interest-only basis over... (6 pages)View decision -
Decision Reference DRN-5329996
6 May 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5329996 The complaint Miss L complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money that she lost after falling victim to a scam. What happened In 2022, Miss L’s partner received an email about an investment opportunity. The opportunity was presented to them by someone I’l... (6 pages)View decision -
Decision Reference DRN-5245121
6 May 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5245121 The complaint Mr Q complains Bank of Scotland plc trading as Halifax (Halifax) unfairly blocked his online banking service. What happened Mr Q says he attempted to make a payment to his mother as he had on many previous occasions, using his online banking app but the payment... (3 pages)View decision
