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 386831 results
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Decision Reference DRN-5391536
26 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5391536 The complaint Mr and Mrs S complain that HSBC UK Bank Plc (“HSBC”) lost a safe deposit box, containing jewellery. What happened Mr and Mrs S took out a safe custody box in July 1981 with Midland Bank. HSBC is responsible for this matter now. In 2017 Mr and Mrs S tried to col... (3 pages)View decision -
Decision Reference DRN-5483680
26 Jun 2025 PDL Finance Limited Not upheldConsumer CreditDRN-5483680 The complaint Miss S complains that PDL Finance Limited trading as Mr Lender (“Mr Lender”) gave her loans without carrying out enough affordability checks. What happened A summary of Miss S’s borrowing can be found below. loan number loan amount agreement date repayment da... (4 pages)View decision -
Decision Reference DRN-5586823
26 Jun 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5586823 The complaint Miss A complains Barclays Bank UK PLC’s IT outage meant she couldn’t pay her driving instructor on time and was charged for this. What happened Miss A was due to sit her driving test in early February, and logged into her Barclays app tp pay for lessons. A pa... (3 pages)View decision -
Decision Reference DRN-5289288
26 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5289288 The complaint Mrs R complains Revolut Ltd (“Revolut”) didn’t do enough to protect her when she fell victim to a task-based job scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the details here. Mrs R said she app... (4 pages)View decision -
Decision Reference DRN-5633021
26 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5633021 The complaint Miss T complains that Monzo Bank Ltd lent irresponsibly when it approved her credit card application. What happened On 20 December 2023 Miss T applied for a Flex credit card with Monzo. Miss T had successfully applied for a £2,000 loan with Monzo around a week... (2 pages)View decision -
Decision Reference DRN-5631424
26 Jun 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5631424 The complaint Mr A and Mrs S complained that Barclays Bank UK PLC wouldn’t honour the rates that it showed them for their Buy To Let mortgage, and had previously given them a two-year fixed interest rate mortgage deal which only ran for 21 months. What happened Whilst this c... (3 pages)View decision -
Decision Reference DRN-5534707
26 Jun 2025 MBNA Limited UpheldConsumer CreditDRN-5534707 The complaint Miss S complains MBNA Limited are unfairly holding her responsible for a £20,000 loan she says she didn’t apply for. What happened Miss S fell victim to an investment scam following an advertisement she’d seen on social media which was reportedly being endorse... (4 pages)View decision -
Decision Reference DRN-5630428
26 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5630428 The complaint Miss C complains that Monzo Bank Ltd (“Monzo”) failed to refund transactions she didn’t recognise and unfairly closed her account. What happened What Miss C says Miss C explained that Monzo closed her account. Miss C also said she’d suffered fraud on an account... (7 pages)View decision -
Decision Reference DRN-5446455
26 Jun 2025 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5446455 The complaint Mr A complains that Toyota Financial Services (UK) PLC trading as Redline Finance (“Redline”) lent to him by agreeing to fund him for the purchase of a car in February 2023. What happened On 21 February 2023 Mr A made an agreement with Redline to purchase a ca... (4 pages)View decision -
Decision Reference DRN-5617159
26 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5617159 The complaint Mr H has complained about how Barclays Bank UK PLC (“Barclays”) made changes to the benefits included in its Blue Rewards scheme. What happened In June 2024, Barclays sent Mr H an email to explain changes were being made to its Blue Rewards scheme. Mr H says he... (3 pages)View decision
