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 384133 results
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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 Mr A was represented by CEL Solicitors (“CEL”) in this matter, but they have now withdrawn from this case.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 -
Decision Reference DRN-5981828
27 Nov 2025 Scottish Widows Limited UpheldPensions and AnnuitiesDRN-5981828 The complaint Mr S complains that Scottish Widows failed to ask appropriate questions or otherwise inform him about the option to request a Transitional Tax-Free Amount Certificate (TTFAC) before he fully cashed in his pension plan in April 2024. He believes this error led t... (10 pages)View decision -
Decision Reference DRN-5570932
27 Nov 2025 Black Horse Limited Not upheldConsumer CreditDRN-5570932 The complaint Mrs H complains that the car she acquired financed through a hire purchase agreement with Black Horse Limited wasn’t of satisfactory quality. What happened In July 2022 Mrs H acquired a used car financed through a hire purchase agreement with Black Horse. Mrs H... (3 pages)View decision -
Decision Reference DRN-5874159
27 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5874159 The complaint Mr S’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Consumer Finance (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 ... (13 pages)View decision -
Decision Reference DRN-5804363
27 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5804363 The complaint Mrs R complains Barclays Bank UK PLC won’t refund the money she lost to what she believes was an investment scam. In bringing this complaint Mrs R is supported by a professional representative, which I’ll refer to as ‘R’. What happened The background to this co... (8 pages)View decision -
Decision Reference DRN-5807612
27 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5807612 The complaint Mrs R complains HSBC UK Bank Plc won’t refund the money she lost to what she believes was an investment scam. In bringing this complaint Mrs R is supported by a professional representative, which I’ll refer to as ‘R’. What happened The background to this comp... (8 pages)View decision
