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 381196 results
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Decision Reference DRN-5591000
11 Jul 2025 eToro (UK) Ltd Not upheldInvestmentsDRN-5591000 The complaint Mr D complains eToro (UK) Ltd (‘eToro’) made it too difficult for him to withdraw money from his account and refused to help him. What happened Mr D had an account with eToro. On 10 March 2025 he emailed eToro saying he couldn’t withdraw funds from his account.... (4 pages)View decision -
Decision Reference DRN-5018449
11 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5018449 The complaint Mrs J complains HSBC UK Bank Plc won’t refund the money she says she lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. In summary, Mrs J says she fell victim to an investment scam ... (3 pages)View decision -
Decision Reference DRN-5683794
11 Jul 2025 National Savings and Investments UpheldBanking and PaymentsDRN-5683794 The complaint Mr W complains that National Savings and Investments (NS&I) hasn’t accurately accounted for Savings Certificates (SCs) which he holds individually, as well as in trust for his sister and as a beneficiary of trusts. He’s also unhappy NS&I is now saying h... (7 pages)View decision -
Decision Reference DRN-5683795
11 Jul 2025 National Savings and Investments UpheldBanking and PaymentsDRN-5683795 The complaint Ms W complains that National Savings and Investments (NS&I) hasn’t accurately accounted for Savings Certificates (SCs) which she holds individually, as well as in trust for her brother and as a beneficiary of trusts. She’s also unhappy NS&I is now sayin... (7 pages)View decision -
Decision Reference DRN-5246936
11 Jul 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5246936 The complaint Mr G complains that Starling Bank Limited (‘Starling’) debited transactions totalling approximately £1,400 from his account. Mr G says that he did not make or otherwise authorise these transactions. What happened The details of this complaint are well known to ... (3 pages)View decision -
Decision Reference DRN-5048377
11 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5048377 The complaint Mr B complains that Barclays Bank PLC (Barclays) is refusing to refund him the amount he says he lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, M... (2 pages)View decision -
Decision Reference DRN-5688576
11 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5688576 Complaint Mr H is unhappy that National Westminster Bank Public Limited Company (“NatWest”) didn't reimburse him after he told it he'd fallen victim to a scam. Background On 1 February 2024, Mr H entered into a contract with a company I’ll refer to as E. He paid E ... (4 pages)View decision -
Decision Reference DRN-5688952
11 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5688952 The complaint Miss J complains that Barclays Bank UK PLC trading as Tesco Bank didn’t support her when she got into financial difficulties. What happened Miss J had a Tesco credit card account. She says that she was made redundant and it became difficult for her to meet her... (4 pages)View decision -
Decision Reference DRN-5603287
11 Jul 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5603287 The complaint Mr F complains that Oodle Financial Services Limited, trading as Oodle Finance (Oodle), unfairly ended his finance agreement. He would like the agreement reinstated. What happened The details of this complaint are well known to both parties, so I won’t repeat ... (2 pages)View decision -
Decision Reference DRN-5431705
11 Jul 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5431705 The complaint Mr K is unhappy that Scottish Widows Limited didn’t offer him an enhanced annuity. What happened The investigator set out the background to this complaint in his recommendation letter, for ease of reference I have included an amended copy of this below: 1 Octo... (4 pages)View decision
