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-5786806
2 Sep 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5786806 The complaint Mr B complains about the way Kroo Bank Ltd (“Kroo”) managed his current account after it put restrictions on it. What happened Mr B had a current account with Kroo. On 5 June 2024 Kroo put restrictions on the account. That meant that Mr B was unable to use his ... (3 pages)View decision -
Decision Reference DRN-5772293
2 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5772293 The complaint A company I will call ‘B’ complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) blocked its account unfairly resulting in a failed direct debit payment. Mr W, a director of B, brings the complaint on behalf of the company. What happened... (3 pages)View decision -
Decision Reference DRN-5404749
2 Sep 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5404749 The complaint Mr M complains that he was unable to make payments to his Creation Consumer Finance Ltd account. What happened In September 2024, Mr M raised a complaint with Creation because he found that he couldn’t make payments to his account and he was unhappy that Creati... (2 pages)View decision -
Decision Reference DRN-5645937
2 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5645937 The complaint Mr W complains that Barclays Bank UK PLC (‘Barclays’) blocked access to his banking facilities. What happened Mr W had two accounts with Barclays. In January 2025, Barclays suspended access to Mr W’s banking facilities, following contact it received from an e-... (5 pages)View decision -
Decision Reference DRN-5791585
2 Sep 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5791585 The complaint Ms B is unhappy with the car supplied under the conditional sale agreement with Stellantis Financial Services UK Limited (Stellantis). When I refer to what Ms B and Stellantis have said or did, it should also be taken to include things said or done on their be... (6 pages)View decision -
Decision Reference DRN-5726434
2 Sep 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5726434 The complaint Mrs D complains that Capital One (Europe) Plc (Capital One) acted irresponsibly in granting her a credit card account, as she says it was unaffordable for her. What happened Mrs D took out a credit card with Capital One in February 2022. The initial credit limi... (3 pages)View decision -
Decision Reference DRN-5768216
2 Sep 2025 Topaz Finance Limited UpheldMortgagesDRN-5768216 The complaint Mr I and Mr S complain that Topaz Finance Limited trading as Siberite Mortgages has unnecessarily prolonged their request for a shortfall sale. They said it has lost documents they sent, and still hasn’t registered a lasting power of attorney for Mr S. What hap... (6 pages)View decision -
Decision Reference DRN-5195880
2 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5195880 The complaint Ms N complains Revolut Ltd won’t refund the full amount of money she lost to a scam. What happened Our investigator didn’t uphold the complaint. He didn’t think any of the payments looked suspicious such that Revolut ought to have made additional checks before ... (2 pages)View decision -
Decision Reference DRN-5531348
2 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5531348 The complaint Mr E complains that HSBC UK Bank Plc (trading as First Direct) won’t refund money he says he lost to an investment scam. Mr E is being supported in making his complaint by a representative. But for ease, I’ll only refer to Mr E in this decision. What happened T... (5 pages)View decision -
Decision Reference DRN-5617248
2 Sep 2025 Currencies Direct Limited Not upheldBanking and PaymentsDRN-5617248 The complaint Mr H brings this complaint on behalf of M, a limited company. His complaint is that Currencies Direct Limited hasn’t reimbursed M after it fell victim to a scam. Mr H had authority to act on behalf of M and so for ease I will refer to Mr H throughout the decis... (6 pages)View decision
