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 392389 results
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Decision Reference DRN-5987507
15 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5987507 The complaint Mr N complains Lloyds Bank PLC (“Lloyds”) hasn’t refunded funds he said he lost as the result of a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the key details here. Mr N said he received an ema... (3 pages)View decision -
Decision Reference DRN-5462405
15 Dec 2025 IG Trading and Investments Limited Not upheldInvestmentsDRN-5462405 The complaint Mr I complains that IG Trading and Investments Limited (IG) unfairly rejected three trades placed on its investment platform. What happened In November 2023, Mr I attempted to invest approximately £61,000 in an exchange traded fund (ETF) via IG’s mobile app fo... (4 pages)View decision -
Decision Reference DRN-5988968
15 Dec 2025 Charter Court Financial Services Limited Not upheldBanking and PaymentsDRN-5988968 The complaint The complaint arises from a transfer of funds Mr S made from an account he holds with a bank I’ll refer to as N to a new saving account with Charter Court Financial Services Limited trading as Charter Savings Bank (CSB). It’s one of two complaints he’s asked u... (3 pages)View decision -
Decision Reference DRN-5857542
15 Dec 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5857542 The complaint Mr B complains that Wise Payments Limited (as the recipient bank) didn’t do enough to prevent him from losing money to a scam. Mr B has used a representative to bring his complaint. But, for ease of reading, I’ll mostly just refer to Mr B himself, where I also... (4 pages)View decision -
Decision Reference DRN-5906294
15 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5906294 The complaint Mr F complains that Lloyds Bank PLC (‘Lloyds’) won’t refund the money he says was lost as the result of an investment scam. What happened Mr F says he was looking for new investments and found one on a social media site for a company I’ll refer to as C. C said... (4 pages)View decision -
Decision Reference DRN-6015464
15 Dec 2025 Buyline Ltd Not upheldConsumer CreditDRN-6015464 The complaint Mrs M complains about the way Buyline Ltd (‘BL’) handled her claim for a refund. What happened On 23 July 2024, Mrs M signed up for an online course provided by a business I’ll refer to as ‘H’. The course cost £4,000 which was paid for using funds from a fixed ... (3 pages)View decision -
Decision Reference DRN-6004242
15 Dec 2025 Buyline Ltd Not upheldConsumer CreditDRN-6004242 The complaint Mr J complains about the way Buyline Ltd (‘Buyline’) handled his claim for a refund. What happened On 31 October 2023, Mr J entered into an agreement (the ‘agreement’) with Buyline for a fixed sum loan of £2,501 with 0% interest, which was used to pay for a tra... (3 pages)View decision -
Decision Reference DRN-6008639
15 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6008639 Complaint Mr S has complained about a credit card National Westminster Bank Public Limited Company (“NatWest”) provided to him. He says that the credit card and the subsequent limit increases were unaffordable for him and resulted in the lending relationship between him and ... (4 pages)View decision -
Decision Reference DRN-6012924
15 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6012924 Complaint Mr Y has complained about the overdraft charges National Westminster Bank Public Limited Company (“NatWest”) applied to his account. Mr Y is being represented, by the (“representative”), in his complaint. Background Mr Y successfully applied for an overdraft with... (6 pages)View decision -
Decision Reference DRN-5933597
15 Dec 2025 Secure Trust Bank Public Limited Company Not upheldConsumer CreditDRN-5933597 Complaint Mr H complains that Secure Trust Bank Public Limited Company (trading as “Moneyway”) unfairly entered into a hire-purchase agreement with him. He’s said that the repayments to this agreement were unaffordable and so it shouldn’t have been provided to him. Backgrou... (3 pages)View decision