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 380824 results
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Decision Reference DRN-5274936
19 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5274936 The complaint Mrs F complains that HSBC UK Bank Plc failed to reclaim a payment she made on her debit card. What happened Mrs F used her debit card to book an apartment via an online company that I’ll refer to as “B”; she was due to visit Dublin with her husband for a few d... (4 pages)View decision -
Decision Reference DRN-5763862
19 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5763862 The complaint S, a limited company, complains that Barclays Bank UK Plc have declined to refund them for payments that they say weren’t authorised. They’d like the funds returned to them. S have appointed professional representatives for this case, but for ease of reading I... (5 pages)View decision -
Decision Reference DRN-5727307
19 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5727307 The complaint X complains that Barclays Bank UK PLC (Barclays) won’t refund the direct debit payments he made for council tax under the Direct Debit Guarantee (DDG) scheme. What happened In March 2025, X contacted Barclays to request it to raise an indemnity claim against p... (2 pages)View decision -
Decision Reference DRN-5385283
19 Aug 2025 Brent Shrine Credit Union Limited Not upheldConsumer CreditDRN-5385283 The complaint Mrs W is complaining that Brent Shrine Credit Union Limited trading as My Community Bank (MCB) lent to her irresponsibly by providing her with a personal loan. What happened In August 2022, Mrs W applied for a loan with MCB. They approved her application and le... (3 pages)View decision -
Decision Reference DRN-5583861
19 Aug 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5583861 The complaint Dr D complains that TSB Bank plc unfairly closed her sole account without notice or explanation. What happened Around October last year, Dr D says she found out her account couldn’t be accessed after attempting to make a payment. After contacting the bank, she ... (2 pages)View decision -
Decision Reference DRN-5568093
19 Aug 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5568093 The complaint Mr D and Dr D complain that TSB Bank plc unfairly closed their joint account without notice or explanation. What happened Around October last year, Mr D and Dr D say they found out their account couldn’t be accessed. TSB later confirmed that their account had b... (2 pages)View decision -
Decision Reference DRN-5462346
19 Aug 2025 FIRST RESPONSE FINANCE LIMITED UpheldConsumer CreditDRN-5462346 The complaint Mr V complained about end of contract charges for a car supplied on finance by First Response Finance Limited. What happened Both parties are familiar with the events of this complaint, so I’ve summarised these here. First Response supplied Mr V with a used c... (4 pages)View decision -
Decision Reference DRN-5760809
19 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5760809 The complaint Miss A complains that Revolut Ltd will not refund money she lost to a scam. Miss A is represented by a firm I’ll refer to as R. For ease, I have only referred to Miss A in this decision. What happened Miss A said she made the following payments as a result of a... (5 pages)View decision -
Decision Reference DRN-4114002
19 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4114002 The complaint Mr M complains that Revolut hasn’t refunded the money he lost when he invested in what he now believes to have been an investment scam. Mr M has referred complaints about other financial firms which are under separate investigation. For the avoidance of doubt,... (5 pages)View decision -
Decision Reference DRN-5557882
19 Aug 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5557882 The complaint Mr L has complained about Liverpool Victoria Insurance Company Limited’s (LV) decision to turn down his claim under his home insurance policy for subsidence damage to his home. And he’s also unhappy about the way the claim was handled. Any reference to LV inclu... (2 pages)View decision
