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 157006 results
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Decision Reference DRN-5353485
25 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5353485 The complaint Mrs J is unhappy that Santander UK Plc have restricted her accounts. What happened In September 2023, Santander placed restrictions on Mrs J’s accounts because they were concerned about payments that she wanted to make and that she might be falling victim to a... (4 pages)View decision -
Decision Reference DRN-4914094
25 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4914094 The complaint Mr F complains that Lloyds Bank plc (Lloyds) didn’t refund the cost of goods he ordered but didn’t receive. He would like Lloyds to make the refund. . What happened The details of this complaint are well known to both parties, so I won’t repeat them again here.... (2 pages)View decision -
Decision Reference DRN-5023094
25 Feb 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5023094 The complaint Mr D complains that Capital One (Europe) plc rejected his claim under section 75 Consumer Credit Act 1974 (“s.75”) in respect of the purchase of flight tickets. What happened Mr D booked flights with a travel agent (‘the Supplier’) on 9 December 2023. His plann... (3 pages)View decision -
Decision Reference DRN-5305710
25 Feb 2025 Experian Limited Not upheldConsumer CreditDRN-5305710 The complaint Mr D complains Experian Limited have discriminated against him and breached the Equality Act 2010 when dealing with his requests for access to their service. What happened Due to Mr D’s disabilities, when he calls Experian he’s unable to complete their Interact... (3 pages)View decision -
Decision Reference DRN-5148005
25 Feb 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5148005 The complaint Mr G complains that Capital One (Europe) plc lent to him irresponsibly. What happened Over the years Mr G has had four accounts with Capital One: Account Account Number ending Event date Event Credit limit Account status Account 1 3550 9 Dec 2003 Account openi... (4 pages)View decision -
Decision Reference DRN-5002195
25 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5002195 The complaint Mr S complains that National Westminster Bank Plc (‘NatWest’) won’t refund the money he says was lost as the result of a scam. What happened Mr S was introduced to an investment by an individual I’ll refer to as C. Mr S believed that C was a financial advisor.... (4 pages)View decision -
Decision Reference DRN-5339233
25 Feb 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5339233 Complaint Ms O has essentially complained that National Westminster Bank Plc (“NatWest”) unfairly continued applying charges to her overdraft even when it was clear that she was in financial difficulty and failing to see a credit balance for an extended period. Background O... (3 pages)View decision -
Decision Reference DRN-5309807
24 Feb 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5309807 The complaint Mr S complains that TSB Bank plc blocked his account when he attempted to make a purchase. He’s also unhappy about the customer service he received when he contacted the bank. What happened Mr S holds a credit card with TSB. On 3 August 2024 Mr S attempted to p... (3 pages)View decision -
Decision Reference DRN-5287626
24 Feb 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5287626 The complaint Mr F complains that Oodle Financial Services Limited, trading as Oodle Car Finance, has terminated the hire purchase agreement under which a car was supplied to him. What happened A used car was supplied to Mr P under a hire purchase agreement with Oodle Car Fi... (3 pages)View decision -
Decision Reference DRN-5322571
24 Feb 2025 Bank of Scotland Plc Not upheldConsumer CreditDRN-5322571 The complaint Ms O complains that Bank of Scotland plc, trading as Halifax, hasn’t defaulted her two bank accounts, credit card account and loan account after she entered into a debt arrangement scheme. What happened I issued a provisional decision on this complaint last mon... (3 pages)View decision
