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-5723651
24 Oct 2025 Paragon Bank Plc UpheldBanking and PaymentsDRN-5723651 The complaint Mrs S complains Paragon Bank Plc didn’t follow her instructions as to where she wanted interest from her fixed rate ISA to be paid and gave incorrect information. What happened Mrs S has a fixed rate ISA with Paragon Bank. Her husband does too. Mrs S says she t... (2 pages)View decision -
Decision Reference DRN-5878831
24 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5878831 The complaint Miss Y complains Bank of Scotland plc trading as Halifax didn’t enough to help get a refund for transactions made on her credit card. What happened In October 2024, Miss Y booked a guided tour, which included accommodation and excursions with a company I’ll ca... (4 pages)View decision -
Decision Reference DRN-5892873
24 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5892873 The complaint Mr H has complained that Barclays Bank UK PLC (“Barclays”) mis-sold him a Tech Pack. He says that Barclays failed to make it clear that phones over a certain age are not covered. What happened Mr H made a claim for damage to an old iPhone under a Tech Pack that... (3 pages)View decision -
Decision Reference DRN-5453439
24 Oct 2025 eToro (UK) Ltd Not upheldInvestmentsDRN-5453439 The complaint Mr H complains that he wasn’t able to access his eToro (UK) Ltd trading as eToro UK (“eToro”) account. As a result he says he wasn’t able to close a position which caused him to suffer a loss. What happened Mr H opened a CFD trade (which I’ll refer to as positi... (2 pages)View decision -
Decision Reference DRN-5833642
24 Oct 2025 Santander UK Plc Not upheldMortgagesDRN-5833642 The complaint Mr and Mrs M say Santander UK Plc didn’t give them fair warning before starting legal action regarding their mortgage. They ask that it stops legal action and refunds all related costs. What happened The term of Mr and Mrs M’s interest only mortgage expired in ... (3 pages)View decision -
Decision Reference DRN-5706407
24 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5706407 The complaint Mr A complains that Lloyds Bank PLC ‘Lloyds’) declined to refund him £3,500 which he lost as a result of a scam. What happened The details of this complaint are well known to both parties, so I will not go into every detail of what happened here. But in summary... (4 pages)View decision -
Decision Reference DRN-5863616
24 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5863616 The complaint Mr W complains Barclays Bank UK PLC trading as Tesco Bank (“Tesco”) didn’t do enough to help get a refund for a transaction made on his credit card. What happened The background to this complaint is well known to both parties, so I won’t repeat it at length he... (3 pages)View decision -
Decision Reference DRN-5590006
24 Oct 2025 Black Horse Limited Not upheldConsumer CreditDRN-5590006 The complaint Ms D, who is represented by a third party, complains that Black Horse Limited (‘Black Horse’) irresponsibly granted her a hire purchase agreement she couldn’t afford to repay. What happened In February 2021, Ms D acquired a used car financed by a hire purchase... (2 pages)View decision -
Decision Reference DRN-5792749
24 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5792749 The complaint Mrs and Mr A complain that Barclays Bank UK PLC declined to refund them over £300,000 which they lost as the result of a scam. What happened The circumstances of this complaint are well known to both parties, so I will not go into every detail of what happened ... (4 pages)View decision -
Decision Reference DRN-5682161
24 Oct 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5682161 The complaint Mrs and Mr S complain that Nationwide Building Society (‘Nationwide’) declined to refund them £20,000 which they say they lost as a result of a scam. What happened The circumstances of this complaint are well known to both parties, so I will not go into every d... (7 pages)View decision
