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 171073 results
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Decision Reference DRN-5768768
5 Sep 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5768768 The complaint Mr S complains PayPal UK Ltd charged him for a payment he received for postage. What happened Mr S sold something on an online marketplace and asked the buyer to send a further £2 for some additional postage. It seems Mr S couldn’t receive this via the online... (2 pages)View decision -
Decision Reference DRN-5799568
5 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5799568 The complaint Mrs B is unhappy with how NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) engaged with her about her credit card account when she was experiencing financial difficulties. What happened I issued my provisional findings to both parties explaining wh... (5 pages)View decision -
Decision Reference DRN-5638497
5 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5638497 The complaint Mr A complains that HSBC UK Bank Plc did not reimburse the funds he says he lost to a scam. What happened Mr A was looking to have some building work completed on his house, after some initial quotes, he amended these plans to a single-story extension. He event... (3 pages)View decision -
Decision Reference DRN-5517850
5 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5517850 The complaint Mr O complains that Barclays Bank UK PLC (Barclays) is refusing to refund him the amount he lost as the result of a scam. Mr O has previously been represented by a third party. To keep things simple, I will refer to Mr O throughout my decision. What happened Th... (3 pages)View decision -
Decision Reference DRN-5793128
5 Sep 2025 EE Limited UpheldConsumer CreditDRN-5793128 The complaint Ms A complains about the balance owed under a fixed sum loan agreement taken out with EE Limited. What happened In September 2024, Ms A says she couldn’t find her mobile telephone device. So, she went to an EE store to buy a new handset. To pay for the handset,... (3 pages)View decision -
Decision Reference DRN-5328140
5 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5328140 The complaint Miss A complains that Barclays Bank UK PLC won’t refund her the money she lost after she fell victim to an Authorised Push Payment (“APP”) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail he... (5 pages)View decision -
Decision Reference DRN-5616359
5 Sep 2025 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5616359 The complaint Mr P complains that OAKBROOK FINANCE LIMITED (Oakbrook) acted irresponsibly in providing him with personal loans because they were unaffordable for him. What happened Mr P took out the following personal loans with Oakbrook: Date Loan amount Interest rateLoan ... (5 pages)View decision -
Decision Reference DRN-5798312
5 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5798312 The complaint A, a company, complains that HSBC UK Bank Plc hasn’t returned £30,010.01 after it closed its bank account. What happened A had an account with HSBC. In 2023, HSBC restricted the account and carried out a review. It asked A for information about the funds in the... (2 pages)View decision -
Decision Reference DRN-5737939
5 Sep 2025 MTF (NH) Limited UpheldMortgagesDRN-5737939 The complaint Mr K’s complaint relates to damage that was caused to his property in 2024 while it was in the possession of MTF (NH) Limited, his former lender. What happened In February 2022 Mr K took out a bridging loan with MTF. He borrowed £150,000 over twelve months. The... (8 pages)View decision -
Decision Reference DRN-5332593
5 Sep 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5332593 The complaint Mr C has complained about how Clydesdale Bank Plc trading as Virgin Money (Virgin Money) handled a refund claim he made to them. What happened Mr C purchased clothes from a retailer I shall call G in August 2023 to the sum of £1,691.00 on his Virgin Money credi... (5 pages)View decision
