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-5697904
17 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5697904 The complaint Mr N complains that Barclays Bank UK PLC (‘Barclays’) won’t refund the money he lost as the result of a scam. What happened Mr N says that between March 2021 and November 2021, he made payments of over £200,000 from his Barclays account, as part of investments... (7 pages)View decision -
Decision Reference DRN-5587918
17 Jul 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5587918 The complaint Mr F complains that Starling Bank Limited won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In early 2024, Mr F says he was gambling using an online casino. He says he was sending money to a cryptocurrency exchang... (3 pages)View decision -
Decision Reference DRN-5697799
16 Jul 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5697799 The complaint Mr M complains that Lloyds Bank PLC unfairly defaulted his account and then sold off his debt without considering his vulnerability. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of som... (10 pages)View decision -
Decision Reference DRN-5633353
16 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5633353 The complaint Mr W complains that Barclays Bank UK PLC trading as Tesco Bank applied a late payment marker to his credit file. What happened In February 2025 Mr W requested to close his Tesco Bank credit card account using an online form. Mr W had previously made a payment t... (2 pages)View decision -
Decision Reference DRN-5696979
16 Jul 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5696979 The complaint In July 2024 Mr W used the Data Subject Access Request (DSAR) process under information rights legislation to ask Scottish Widows Limited to “provide copies of all my annual statements, along with any other documentation that provides a valuation of my pension ... (10 pages)View decision -
Decision Reference DRN-5250430
16 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5250430 The complaint Mrs R complains that Nationwide Building Society (“Nationwide”) hasn’t protected her 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, Mrs R has expla... (3 pages)View decision -
Decision Reference DRN-5580704
16 Jul 2025 Legal and General Assurance Society Limited Not upheldInsuranceDRN-5580704 The complaint Mrs M complains that Legal and General Assurance Society Limited (‘L&G’) has unreasonably refused a claim she made under a group income protection policy. To resolve the matter, she wants L&G to apologise and pay the claim. What happened The background ... (6 pages)View decision -
Decision Reference DRN-5118082
16 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5118082 The complaint Mr B 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, Mr B has explained that i... (3 pages)View decision -
Decision Reference DRN-5697710
16 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5697710 The complaint Mr H complains that Revolut Ltd hasn’t protected him from losing money to a cryptocurrency investment scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr H has explained th... (5 pages)View decision -
Decision Reference DRN-5631155
16 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5631155 The complaint Mr S complains that American Express Services Europe Limited (AESEL) provided him with incorrect information about his eligibility for a Platinum Card. What happened On 30 March 2025 Mr S contacted AESEL via live chat and asked whether he was eligible for the w... (2 pages)View decision