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-5827718
23 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5827718 The complaint Mr S complains that HSBC UK Bank Plc trading as first direct hasn’t refunded all of his losses for a claim he made under section 75 of the Consumer Credit Act 1974 (“section 75”). What happened Mr S paid a company (who I’ll refer to as “G”) to supply and fit a ... (6 pages)View decision -
Decision Reference DRN-5834453
23 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5834453 The complaint Miss B complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. Miss B is being represented by a third party. To keep things simple, I will refer to Miss B throughout my decision. What happened Miss B has told ... (4 pages)View decision -
Decision Reference DRN-5503365
23 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5503365 The complaint Miss B complains that Lloyds Bank PLC won’t refund the money she lost when she was the victim of what she feels was a scam. What happened In April 2024, Miss B was looking to get some gardening and building work done at her property. She was contacted by a bui... (4 pages)View decision -
Decision Reference DRN-5828380
23 Sep 2025 Ageas Insurance Limited UpheldInsuranceDRN-5828380 The complaint Ms O complains that Ageas Insurance Limited, has unfairly handled a claim made for damage to her commercial property. Ms O feels Ageas should reimburse her for rent she says she has lost out on when the claim settlement was delayed and her property was left wit... (5 pages)View decision -
Decision Reference DRN-5827960
23 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5827960 The complaint Mrs K is unhappy that Starling Bank Limited (“Starling”) won’t reimbursed 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. But in summary I understand it t... (5 pages)View decision -
Decision Reference DRN-5818613
23 Sep 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5818613 The complaint Mr P complains Nationwide Building Society will not refund transactions made from his account which he says he did not make or authorise. What happened On 19 June 2024, Mr P reported a transaction of £549 made using his Nationwide debit card details to Google ... (4 pages)View decision -
Decision Reference DRN-5834203
23 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5834203 The complaint Ms E complains that Barclays Bank UK Plc trading as Tesco Bank didn’t do enough to help her when she told it about a dispute she had with a merchant, over services paid for using her Tesco Bank credit card. What happened In April 2025 Ms E purchased tickets for... (3 pages)View decision -
Decision Reference DRN-5825539
23 Sep 2025 Currency Matters Limited UpheldBanking and PaymentsDRN-5825539 The complaint Mr B complains about the service received from Currency Matters Limited (“CML”) when he instructed it to convert and transfer to him $100,000 USD into GBP but the payment has never been received resulting in significant financial hardship for him. What happene... (3 pages)View decision -
Decision Reference DRN-5607652
23 Sep 2025 N.I.I.B. Group Limited Not upheldConsumer CreditDRN-5607652 The complaint Mr T complains that N.I.I.B. Group Limited trading as Northridge Finance approved him with an unaffordable regulated hire purchase agreement. Mr T’s complaint has been brought by a professional representative, but for ease I’ve referred to all submissions as t... (4 pages)View decision -
Decision Reference DRN-5804393
23 Sep 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5804393 The complaint Mr G complains about the service he received from Marks & Spencer Financial Services Plc (M&S) when applying for a credit card. What happened In 2025 Mr G applied for a credit card, using an online comparison website. Upon inputting some of his persona... (2 pages)View decision
