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 179155 results
-
Decision Reference DRN-6041463
15 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6041463 The complaint Mr L is unhappy that Monzo Bank Ltd won’t reimburse money he lost to a scam. What happened The detailed background to this complaint is well known to both parties and has been previously set out by the investigator in their assessment. So, I won’t repeat it ag... (4 pages)View decision -
Decision Reference DRN-6054401
15 Jan 2026 Oodle Financial Services Limited Not upheldConsumer CreditDRN-6054401 The complaint Oodle Financial Services Limited trading as Oodle Car Finance (‘Oodle’) provided Mr J with a hire purchase agreement in 2022. Mr J borrowed about £16,250 and he was due to make repayments of about £460 a month for a period of 60 months. The total he would repay... (2 pages)View decision -
Decision Reference DRN-6072177
15 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6072177 The complaint This complaint is brought by Mr M in his capacity as director of a limited company I will refer to as IE Ltd. Mr M says that Barclays Bank UK PLC has refused to remove a legal charge over the company’s property. Mr M says the bank is wrongly claiming there is a... (3 pages)View decision -
Decision Reference DRN-5993304
15 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5993304 The complaint Mr B’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘BPF’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 19... (11 pages)View decision -
Decision Reference DRN-5692886
15 Jan 2026 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5692886 The complaint Mr A complains that The Royal Bank of Scotland Plc (RBS) won’t refund the money he lost when he was the victim of a scam. What happened Mr A was the victim of an investment scam after seeing an advert for an investment opportunity on social media. He was told ... (3 pages)View decision -
Decision Reference DRN-6061433
15 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6061433 The complaint Mr M complains that Santander UK Plc made an error when he asked it to make a transfer of £600 between his accounts and hasn’t recognised the seriousness of this. What happened Mr M phoned Santander on 17 July 2025 to ask it to make a transfer for £600 between ... (2 pages)View decision -
Decision Reference DRN-5839604
15 Jan 2026 Teya Solutions Ltd. UpheldBanking and PaymentsDRN-5839604 The complaint A company I’ll refer to as V complain Teya Solutions Ltd closed their merchant services account without explanation. They’d like an explanation and to be compensated. What happened V held an account with Teya to allow them to accept card payments from their cu... (2 pages)View decision -
Decision Reference DRN-5713798
15 Jan 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-5713798 The complaint Mr D complains that Starling Bank Limited hasn’t reimbursed all of the money he’s lost to a scam. What happened As a consequence of fraud, Mr D made six card payments (set out in the table below) to two different merchants on 15 April 2025. Payment number Amoun... (3 pages)View decision -
Decision Reference DRN-6078991
15 Jan 2026 Barclays Bank UK PLC UpheldMortgagesDRN-6078991 The complaint Mrs J and Mr R complain that Barclays Bank UK PLC recorded incorrect information on their credit files. What happened Mrs J and Mr R hold a number of buy-to-let mortgages with Barclays. They’ve experienced a significant number of problems relating to those mort... (4 pages)View decision -
Decision Reference DRN-6041016
15 Jan 2026 Metro Bank PLC Not upheldBanking and PaymentsDRN-6041016 The complaint P, a limited company, complains that Metro Bank PLC wrongly refused a cash deposit resulting in a loss as the director was robbed of the cash when he left the branch. What happened The director of P visited a branch on 11 June 2025. He explains he wanted to pay... (3 pages)View decision