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 383377 results
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Decision Reference DRN-5639975
18 Nov 2025 TSB Bank plc UpheldConsumer CreditDRN-5639975 The complaint Mr S complains that TSB Bank plc (“TSB”) is treating him unfairly by continuing to send letters chasing a debt that’s been resolved. What happened Following a period of mental health issues, a death in the family and struggling financially, Mr S entered into a... (3 pages)View decision -
Decision Reference DRN-5950850
18 Nov 2025 Paragon Bank Plc Not upheldMortgagesDRN-5950850 The complaint This complaint is about a buy-to-let mortgage Mr R holds with Paragon Bank Plc. In essence, there are five broad strands to the complaint. These are: • Paragon didn’t provide a signed copy of the original mortgage agreement. • The interest rate is higher since... (4 pages)View decision -
Decision Reference DRN-5441712
18 Nov 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5441712 The complaint Miss C complains that J.P. Morgan Europe Limited trading as Chase won’t reimburse her after she sent funds to a firm for home improvements that she now considers to have been a scam. What happened The circumstances of the complaint have been set out in some det... (4 pages)View decision -
Decision Reference DRN-5957496
18 Nov 2025 Cater Allen Limited UpheldBanking and PaymentsDRN-5957496 The complaint Mr C complains that Cater Allen Limited won’t refund payments he made as a result of an investment scam. What happened Mr C made the following payments from his Cater Allen account as a part of a scam to sell shares: Date Description Amount 19 February 2024 In... (5 pages)View decision -
Decision Reference DRN-5724558
18 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5724558 THE COMPLAINT Mr P complains that Barclays Bank UK PLC (“Barclays”) will not reimburse him money he says he lost when he fell victim to a scam. Mr P is represented by Refundee in this matter. However, where appropriate, I will refer to Mr P solely in this decision for ease... (3 pages)View decision -
Decision Reference DRN-5935174
18 Nov 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5935174 The complaint Mr M complains about the service he received from staff in branch at Nationwide Building Society (“NBS”) when he attempted to check credit card products using an unlocked iPad in branch. Mr M alleges that branch staff shouted at him and he was threatened with p... (3 pages)View decision -
Decision Reference DRN-5957732
18 Nov 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5957732 The complaint Mrs C and the estate of Mr C complain about how Barclays Bank UK PLC treated her when she attempted to transfer ISA funds. What happened I set out the background and my provisional findings to the complaint in my provisional decision, and copied here. What hap... (3 pages)View decision -
Decision Reference DRN-5958303
18 Nov 2025 Lloyds Bank PLC UpheldConsumer CreditDRN-5958303 The complaint DUMMY LETTER CREATED FOR INVESTIGATOR SO THAT THE COMPLAINT CAN BE CLOSED ON PHOENIX – DO NO SEND What happened Your text here What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circu... (1 page)View decision -
Decision Reference DRN-5816831
18 Nov 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5816831 The complaint Mrs M complains that The Royal London Mutual Insurance Society Limited (‘Royal London’) is now unfairly preventing her from accessing her pension benefits. What happened In 1989, Mrs M took out a personal pension that’s now held by Royal London. It’s a ‘combin... (3 pages)View decision -
Decision Reference DRN-5957051
18 Nov 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5957051 The complaint Mr K’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (4 pages)View decision
