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 388057 results
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Decision Reference DRN-5986082
9 Dec 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5986082 The complaint Mrs M has complained about how NewDay Ltd (NewDay) handled a refund claim she made. What happened As all parties are familiar with the circumstances of this complaint, I’ll be setting these out, as necessary, alongside my findings below. What I’ve decided – and... (2 pages)View decision -
Decision Reference DRN-5994720
9 Dec 2025 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5994720 The complaint Mr R says BMW FINANCIAL SERVICES (GB) LIMITED trading as MINI Financial Services (BMWFS) have been unreasonable not to supply him with a VAT invoice. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a ... (2 pages)View decision -
Decision Reference DRN-5603212
9 Dec 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5603212 Complaint Miss B is unhappy that Santander UK Plc didn’t reimburse her after she reported falling victim to a scam. Background In 2019, Miss B was introduced to an investment opportunity with a company I’ll refer to as Company S. The source of that introduction was Mr K. I ... (4 pages)View decision -
Decision Reference DRN-5335809
9 Dec 2025 Trading 212 UK Limited Not upheldInvestmentsDRN-5335809 The complaint Mr L complains that Trading212 UK Limited (‘Trading 212’) didn’t make him aware that deposits into his trading account may not occur immediately. What happened Mr L deposited £100,000 using the Trading 212 platform on Saturday 16 th November 2024. The money was... (2 pages)View decision -
Decision Reference DRN-5880110
9 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5880110 The complaint Mr D is unhappy with HSBC UK Bank Plc because despite being a customer of HSBC it required him to carry out a safeguarding review. What happened HSBC contacted Mr D in June 2025 to carry out some safeguarding checks on his account. HSBC says these were triggere... (3 pages)View decision -
Decision Reference DRN-5995035
9 Dec 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5995035 The complaint Mr H complains that Barclays Bank UK PLC changed his address incorrectly meaning he couldn’t verify his address by using bank statements when he needed to. He’s also unhappy that Barclays issued a warning letter relating to his behaviour and threatened to close... (3 pages)View decision -
Decision Reference DRN-6007389
9 Dec 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-6007389 The complaint Mr W complains about the way Nationwide Building Society (‘Nationwide’ or the ‘bank’) has dealt with his claim for a refund. What happened In August and September 2023, Mr W raised a claim under the Consumer Credit Act 1974 (‘CCA’) against Nationwide related t... (6 pages)View decision -
Decision Reference DRN-5121733
9 Dec 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5121733 The complaint Mr H is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr H fell victim to a cruel investment scam after responding to an advert on social media that app... (8 pages)View decision -
Decision Reference DRN-6005363
9 Dec 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-6005363 The complaint Mr M complains that a credit card account with Capital One (Europe) plc and four credit limit increases were unaffordable for him and that there was an unfair lending relationship. He’s being represented in his complaint by a claims management company. What hap... (5 pages)View decision -
Decision Reference DRN-5974649
9 Dec 2025 MetLife Europe d.a.c. Not upheldInsuranceDRN-5974649 The complaint Mr D is unhappy that MetLife Europe d.a.c. (MetLife) declined his personal accident policy claim. What happened Mr D has a personal accident policy and MetLife is the underwriter. In March 2018, Mr D unfortunately had an accident and sustained a number of injur... (4 pages)View decision