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-5729315
1 Aug 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5729315 The complaint Mr J and Mr D, as the directors of a limited company Y, complain that Barclays Bank UK PLC (“Barclays”) won’t refund money that Y lost to an investment scam. What happened In May 2021, following an introduction by a financial advisor they’d known for many year... (11 pages)View decision -
Decision Reference DRN-5729516
1 Aug 2025 HSBC UK Bank Plc Not upheldMortgagesDRN-5729516 The complaint P complains that HSBC UK Bank Plc trading as first direct took a mortgage interest payment earlier than expected. P says it then gave incorrect information about whether this could be reversed. P asks for further compensation. What happened P has a mortgage wit... (3 pages)View decision -
Decision Reference DRN-5650403
1 Aug 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5650403 The complaint Mr M complaints that Gain Credit LLC trading as Drafty (“Drafty”) gave him a line of credit without carrying out proportionate checks. Mr M also says, due to the high interest rate, repaying the agreement has been difficult. What happened Mr M was granted a r... (5 pages)View decision -
Decision Reference DRN-5463688
1 Aug 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5463688 The complaint Mr R complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin”) didn’t properly pursue a chargeback and rejected a claim under section 75 Consumer Credit Act 1974 (“s.75”). What happened Mr R booked an overseas hotel room with an online agent. He boo... (3 pages)View decision -
Decision Reference DRN-5706762
1 Aug 2025 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-5706762 The complaint Mr S complains about Admiral Insurance (Gibraltar) Limited (Admiral) settling a claim from a third party following an accident and increasing the renewal premium on his motor insurance policy. Mr S considers the claim costs to be inflated, if not fraudulent. R... (8 pages)View decision -
Decision Reference DRN-5729444
1 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5729444 The complaint Mr K complains that Lloyds Bank PLC won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In late 2023, an actor posted on a social media group Mr K was a member of asking for a script for a play to perform at an arts... (3 pages)View decision -
Decision Reference DRN-5692945
1 Aug 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5692945 The complaint Mr D complains that The Co-operative Bank Plc gave him conflicting information concerning cheque clearance times. He further complains about the cost of calls made following conversations with Co-op staff, the length of time it took for his complaint to be reso... (3 pages)View decision -
Decision Reference DRN-5327472
1 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5327472 The complaint Mr O complains that Barclays Bank UK PLC won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In or before October 2019, Mr O found out about an opportunity to invest in a property development company. He says he und... (3 pages)View decision -
Decision Reference DRN-5718023
1 Aug 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5718023 The complaint Mr W complaints that Gain Credit LLC trading as Drafty (“Drafty”) has unfairly reported adverse information with the credit reference agency after he was late making his payment. What happened The complaint concerns a running credit facility which was opened i... (3 pages)View decision -
Decision Reference DRN-5729357
1 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5729357 The complaint Mrs C complains that Santander UK Plc (Santander) told her they don’t routinely receive £5 notes as part of their cash deliveries, and consequently she isn’t always able to obtain them when withdrawing cash in her local branch. What happened Mrs C says she lik... (2 pages)View decision
