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 384134 results
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Decision Reference DRN-5382520
28 Nov 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5382520 The complaint Mr A complains that Wise Payments Limited didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well ... (4 pages)View decision -
Decision Reference DRN-5760128
28 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5760128 The complaint Miss L has complained Santander UK Plc failed to return funds she lost when she fell victim to a job scam. The complaint was brought to us through a representative but for ease I will refer to their comments as being Miss L’s. What happened Miss L said she wa... (6 pages)View decision -
Decision Reference DRN-5934553
28 Nov 2025 AWP P&C S.A. UpheldInsuranceDRN-5934553 The complaint Mr and Mrs J are unhappy with the assistance they received from AWP P&C SA under their travel insurance policy (‘the policy’) whilst abroad, after Mr J was hospitalised and needed emergency medical treatment. All reference to AWP includes its medical assis... (7 pages)View decision -
Decision Reference DRN-5852507
28 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5852507 The complaint Mr W complains that Barclays Bank UK PLC trading as Tesco Bank (Tesco) failed to inform him that a payment to a third-party voucher provider had failed to go through. What happened Mr W holds a Tesco credit card. In July 2025, he tried to make a payment to a t... (3 pages)View decision -
Decision Reference DRN-5965833
28 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5965833 The complaint Mr and Mrs G have complained that Bank of Scotland trading as Halifax won’t refund money they lost to a scam. What happened Mr G came across and advert for an investment opportunity which he believed was being endorsed by a celebrity. He discussed the ‘investm... (3 pages)View decision -
Decision Reference DRN-5973233
28 Nov 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5973233 The complaint Mr A complains that Barclays Bank UK PLC didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well k... (3 pages)View decision -
Decision Reference DRN-5984476
28 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5984476 The complaint Mr D’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance 1 (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 197... (17 pages)View decision -
Decision Reference DRN-5492511
28 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5492511 The complaint Mr G complains that Barclays Bank UK PLC won’t refund him the money he lost after he fell victim to a scam. What happened In or around February 2023, Mr G was introduced to an investment opportunity. Believing everything to be genuine, Mr G sent three payments... (2 pages)View decision -
Decision Reference DRN-5455651
28 Nov 2025 Nationwide Building Society Not upheldConsumer CreditDRN-5455651 The complaint Miss L that Nationwide Building Society is holding her liable for the debt on a loan which she says she neither applied for nor knew about. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief ove... (2 pages)View decision -
Decision Reference DRN-5754057
28 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5754057 The complaint Mr G has complained that Santander UK PLC won’t refund money he lost to scam. What happened Mr G has said he saw an advert to invest which was endorsed by a celebrity as such he was fraudulently induced to invest funds into an exchange for Crypto currency. He ... (3 pages)View decision
