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 385994 results
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Decision Reference DRN-5874186
28 Nov 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5874186 The complaint Mr S complains that Clydesdale Bank Plc, trading as Virgin Money, won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In early 2022, Mr S was looking for ways to invest his money and was told about a company offerin... (4 pages)View decision -
Decision Reference DRN-5982497
28 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5982497 The complaint Mr L complains that Santander UK Plc won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In early 2021, a business client of Mr L’s told him about an opportunity to invest in property development. Mr L was told he w... (4 pages)View decision -
Decision Reference DRN-5959585
28 Nov 2025 Zempler Bank Limited Not upheldBanking and PaymentsDRN-5959585 The complaint Mr F complains that Zempler Bank Limited won’t refund the money he lost when he was the victim of a scam. What happened In August 2025, Mr F was looking to rent a property and saw one he was interested in listed online. He contacted the landlord to arrange a v... (2 pages)View decision -
Decision Reference DRN-5961604
28 Nov 2025 Accelerant Insurance Europe SA/NV UK Branch Not upheldInsuranceDRN-5961604 The complaint Mr A has complained about his building warranty insurer Accelerant Insurance Europe SA/NV UK Branch, regarding how it handled his claim made on the policy for alleged defects, as well as the answers it came to as to coverage. What happened Mr A bought a newly ... (8 pages)View decision -
Decision Reference DRN-5954631
27 Nov 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5954631 The complaint Mrs M complains that she didn’t receive the rewards she was expecting under the Marks and Spencer Financial Services Plc Club Rewards scheme. What happened On 1 April 2025 Mrs M signed up for Club Rewards membership via an online form. M&S Rewards is a £10 ... (2 pages)View decision -
Decision Reference DRN-5708326
27 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5708326 The complaint Mr F complains that Barclays Bank UK PLC trading as Barclaycard reduced his credit limit. What happened Mr F holds a credit card with Barclays. He opened the account in August 2018 with a credit limit of £2000. On 30 April 2025 Barclays advised Mr F that it was... (2 pages)View decision -
Decision Reference DRN-5873388
27 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5873388 The complaint Mr E is unhappy with HSBC UK Bank Plc. Mr E attempted an international transfer that didn’t go through, resulted in a financial loss, poor service and delays. What happened Mr E was sending money abroad. He got confirmation the transaction had been processed, ... (3 pages)View decision -
Decision Reference DRN-5982342
27 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5982342 THE COMPLAINT Mr L complains that Santander UK Plc (“Santander”) will not reimburse him money he says he lost when he fell victim to a scam. Mr L is represented by ‘Ask a Barrister Financial Claims’ in this matter. However, where appropriate, I will refer to Mr L solely in... (5 pages)View decision -
Decision Reference DRN-5957133
27 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5957133 The complaint Mr K complains that Barclays Bank UK PLC (“Barclays”) hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, I understand that between... (2 pages)View decision -
Decision Reference DRN-5982235
27 Nov 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5982235 THE COMPLAINT Mr A complains that Starling Bank Limited (“Starling”) will not reimburse him money he says he lost when he fell victim to a scam. Mr A was represented by CEL Solicitors (“CEL”) in this matter, but they have now withdrawn from this case. WHAT HAPPENED On 19 Oc... (5 pages)View decision
