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 381082 results
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Decision Reference DRN-5543077
28 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5543077 The complaint Mr C complains NewDay Ltd trading as Aqua (NewDay) acted irresponsibly when it provided him with two credit card accounts in April 2019 and February 2022. What happened Mr C says he was approved for a credit card with a £300 limit by NewDay in April 2019 at a t... (4 pages)View decision -
Decision Reference DRN-5124423
28 Jul 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5124423 The complaint Miss S complains that TSB Bank plc (“TSB”) wont refund payments she made for building works and subsequently closed her account. What happened Between 1 April 2024 and 15 May 2024 Miss S made multiple payments to an individual for renovations at her property. ... (3 pages)View decision -
Decision Reference DRN-5681849
28 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5681849 The complaint H, a limited company, complains that Lloyds Bank Plc left a status of “refer” on their director’s records with an external database after the bank closed their accounts. They’d like that marker removed. What happened H held an account with Lloyds. But in Augus... (2 pages)View decision -
Decision Reference DRN-5663168
28 Jul 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5663168 The complaint Mr and Mrs V complain that Bank of Scotland plc, trading as Halifax, didn’t treat them fairly and gave them wrong information when the fixed interest rate on their mortgage was ending. What happened Mr and Mrs V had a mortgage with Halifax on a fixed interest r... (3 pages)View decision -
Decision Reference DRN-5595952
28 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5595952 The complaint Miss B complains Barclays Bank UK PLC trading as Tesco Bank (Tesco) failed to carry out sufficient financial checks before it approved a credit card account for her. What happened Miss B says Tesco approved a credit card account for her in December 2021, with a... (3 pages)View decision -
Decision Reference DRN-5267715
28 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5267715 The complaint Miss Z complains that Monzo Bank Ltd (‘Monzo’) hasn’t reimbursed the funds she lost when she fell victim to a scam. What happened Miss Z says that she and her partner saw a video about investing through an AI trading bot. Many others had said the bot worked so... (3 pages)View decision -
Decision Reference DRN-5662999
28 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5662999 The complaint Mr H has complained Nationwide Building Society took back money they’d temporarily given him pending the outcome of a chargeback claim. What happened In February 2025 Mr H told Nationwide his debit card had been stolen. He also disputed six transactions to an o... (2 pages)View decision -
Decision Reference DRN-5697501
28 Jul 2025 Ageas Insurance Limited UpheldInsuranceDRN-5697501 The complaint Mr B complains that Ageas Insurance Limited mishandled his claim on a scooter insurance policy. What happened From late 2019, Mr B gave his brother and his sister-in-law a power of attorney. Much of the complaint is about acts, omissions and communications by ... (6 pages)View decision -
Decision Reference DRN-5257170
28 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5257170 The complaint Mr H complains that Santander UK Plc (‘Santander’) won’t refund the money he lost after falling victim to a scam. What happened In 2024, Mr H was looking to purchase a trike (three wheeled motorbike) and found one on a social media marketplace. Mr H responded... (4 pages)View decision -
Decision Reference DRN-4977267
28 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4977267 The complaint Mr R complains that Santander UK Plc won’t reimburse him a transaction made on his debit card as the result of a scam. What happened Mr R has explained that he was looking to book flights for a trip and that a friend provided him with a telephone number for - w... (3 pages)View decision
