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 381194 results
-
Decision Reference DRN-5187715
19 Jun 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5187715 The complaint Mr O complains that Starling Bank Limited has not refunded payments made to a business which he says acts fraudulently and did not provide him with what he paid for. What happened Between May and August Mr O made a number of card payments to a business, which I... (2 pages)View decision -
Decision Reference DRN-5536789
19 Jun 2025 Freetrade Limited Not upheldPensions and AnnuitiesDRN-5536789 The complaint Mr J complains that Freetrade Limited misled him about the terms of two offers to entice him to transfer money into his Self-invested Personal Pension (“SIPP”). What happened In January 2024 Freetrade sent Mr J an email letting him know about an offer for a fre... (3 pages)View decision -
Decision Reference DRN-5635983
19 Jun 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5635983 The complaint Mr M complains that Wise Payments Limited didn’t do enough to prevent him from losing money to a cryptocurrency investment scam. Mr M has used a representative to bring his complaint. But, for ease of reading, I’ll mostly just refer to Mr M himself where I als... (4 pages)View decision -
Decision Reference DRN-5469138
19 Jun 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5469138 The complaint Mr E is unhappy with the way Clydesdale Financial Services Limited trading as Barclays Partner Finance (BPF) dealt with a request for information on one of his loan accounts and subsequently the incorrect information he was given about one of his other accounts... (2 pages)View decision -
Decision Reference DRN-5547025
19 Jun 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5547025 The complaint Ms Y complains that TSB Bank plc hasn’t treated her fairly after she was incorrectly charged by an online merchant. What happened Ms Y used her card to buy a low value item online in September 2024. She then saw the merchant had charged her card additional time... (3 pages)View decision -
Decision Reference DRN-5599930
19 Jun 2025 Topaz Finance Limited Not upheldMortgagesDRN-5599930 The complaint Mr O’s complaint is about a buy-to-let (BTL) mortgage, originally taken out in 2008 with another lender, but transferred to Topaz Finance Limited trading as Siberite Mortgages in 2019. Mr O says that the valuation of the property carried out in May 2007 was ne... (3 pages)View decision -
Decision Reference DRN-5535365
19 Jun 2025 ReAssure Limited Not upheldInsuranceDRN-5535365 The complaint Mr C and Ms F complain about the way that ReAssure Limited administered their policy – and in particular, about the increases in premiums and the reduction in value that the policy suffered until it was surrendered. They feel that they paid more in premiums tha... (9 pages)View decision -
Decision Reference DRN-5321552
19 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5321552 The complaint Mr S complains that Monzo Bank Ltd won’t refund the money he lost when he fell victim to a scam. Mr S has been represented in his complaint by a firm of solicitors. What happened The parties are familiar with the background to this complaint, so I won’t set it ... (4 pages)View decision -
Decision Reference DRN-5118362
19 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5118362 The complaint Miss C complains that Bank of Scotland plc trading as Halifax won’t refund money she lost when she fell victim to a scam. What happened The background of this complaint is well known to both parties so I’ll only refer to the key events here. Miss C fell victim... (3 pages)View decision -
Decision Reference DRN-4949825
19 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4949825 The complaint Mr N is unhappy that Barclays Bank UK PLC (“Barclays”) won’t refund him the money he lost after he fell victim to an Authorised Push Payment (“APP”) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in det... (3 pages)View decision
