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-5490396
15 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5490396 The complaint Mr H complaints that Nationwide Building Society (Nationwide) won’t refund transactions which occurred in January 2025 which he says he didn’t authorise. What happened The background to this complaint is well known to both parties, so I won’t repeat everythin... (4 pages)View decision -
Decision Reference DRN-5695304
15 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5695304 The complaint Miss R complains about the way she was treated by HSBC UK Bank Plc trading as first direct when: • it applied restrictions to the way she was able to use her debit card. • It declined to allow her to use its mobile banking app on a phone that didn’t belong to ... (5 pages)View decision -
Decision Reference DRN-5736888
15 Aug 2025 St. James's Place Wealth Management Plc Not upheldInvestmentsDRN-5736888 The complaint Mr C, represented by a claims management company (CMC), complains about investment advice provided to him by St. James's Place Wealth Management Plc (“SJP”) What happened In May 2022 Mr C met with an SJP adviser and they completed a fact find to record his... (3 pages)View decision -
Decision Reference DRN-5478343
15 Aug 2025 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5478343 The complaint Mr S complains about the quality of a car that was supplied through a hire purchase agreement with FIRST RESPONSE FINANCE LIMITED (FRF). What happened In April 2024, Mr S acquired a used car through a hire purchase agreement with FRF. The car was about five yea... (3 pages)View decision -
Decision Reference DRN-4586081
15 Aug 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-4586081 The complaint Mr and Mrs O’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (11 pages)View decision -
Decision Reference DRN-5152770
15 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5152770 The complaint and background Miss W complains that Bank of Scotland plc trading as Halifax didn’t do enough to protect her when she fell victim to a scam, and that it won’t refund the money she lost. Between October 2018 and January 2019, Miss W transferred a total of £50,00... (2 pages)View decision -
Decision Reference DRN-5758507
15 Aug 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5758507 The complaint Mr S complains about how Barclays Bank UK PLC has dealt with the situation around closing a savings account. What happened In November 2024, Mr S asked Barclays to close a savings account he held with it. He was told that the interest due on the account (£0.23p... (2 pages)View decision -
Decision Reference DRN-5051707
15 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5051707 The complaint Mr P complains, via a representative, that Revolut Ltd (“Revolut”) won’t refund the money he lost to a fake job scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief, Mr P fell victim... (3 pages)View decision -
Decision Reference DRN-5706440
15 Aug 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5706440 The complaint Ms S complains that NewDay Ltd trading as Fluid (NewDay) failed to refund her through its disputes process and says it sent her another customer’s information. What happened Using her credit card with NewDay Ms S made a payment to a mechanics (who I’ll call V)... (3 pages)View decision -
Decision Reference DRN-5555309
15 Aug 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5555309 The complaint Mr and Mrs B have complained that Great Lakes Insurance UK Limited unfairly declined to pay the full value of their claim when they had to cancel their holiday. What happened In summer 2023, Mr and Mrs B booked an overseas trip which would start on 30 January. ... (3 pages)View decision
