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 170827 results
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Decision Reference DRN-5899923
22 Oct 2025 Northern Bank Limited Not upheldBanking and PaymentsDRN-5899923 The complaint Mr L complains that Northern Bank trading as Danske Bank didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened Mr L was introduced by a friend to ... (4 pages)View decision -
Decision Reference DRN-5829770
22 Oct 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5829770 The complaint Mr and Mrs E complain about the difficulties they had obtaining certificates of interest from TSB Bank plc (TSB). What happened Mr and Mrs E explained they requested certificates of interest from TSB in writing on 10 June 2024 for the previous tax year. Mr and ... (3 pages)View decision -
Decision Reference DRN-5899893
22 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5899893 The complaint Mr L complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to b... (3 pages)View decision -
Decision Reference DRN-5888901
22 Oct 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5888901 The complaint Miss M complains about the way NewDay Ltd trading as Marbles has handled her account whilst she’s been in a paydown plan. What happened Miss M holds a credit card account with NewDay. In June 2024 Miss M went onto a paydown plan with instalments of £12.25 per m... (2 pages)View decision -
Decision Reference DRN-5570693
22 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5570693 The complaint Ms D has complained about Barclays Bank UK PLC not refunding several payments she says she made and lost to an investment scam. Ms D’s representative referred the complaint to us, but for ease I will refer to Ms D throughout my decision. What happened The bac... (4 pages)View decision -
Decision Reference DRN-5899523
22 Oct 2025 Together Personal Finance Limited Not upheldMortgagesDRN-5899523 The complaint Mr and Mrs W have complained about a second charge mortgage (secured loan) they hold with Together Personal Finance Limited trading as Together. What happened Mr and Mrs W took out this loan in October 2018 through an independent mortgage broker. The lending wa... (8 pages)View decision -
Decision Reference DRN-5726823
22 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5726823 The complaint Miss D has complained, via her father Mr D, that HSBC UK Bank Plc (“HSBC”) branch staff were rude when she attempted to open a bank account. What happened Miss D and Mr D attended a HSBC branch on 17 February 2025 to open a bank account for Miss D. Mr D says th... (3 pages)View decision -
Decision Reference DRN-5723161
22 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5723161 The complaint Ms R has complained about HSBC UK Bank Plc not refunding several payments she says she made and lost to an authorised push payment scam. What happened The background to this complaint is well known to both parties so I won’t repeat it in detail here. In summar... (4 pages)View decision -
Decision Reference DRN-5746245
22 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5746245 The complaint Mr W complains that National Westminster Bank PLC has an inadequate fraud prevention process; provided an inadequate complaint system, and caused him much inconvenience. What happened When making two payments to a company that he had paid before by call to NatW... (3 pages)View decision -
Decision Reference DRN-5489593
22 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5489593 The complaint Mr K complains, via a representative, that Bank of Scotland plc trading as Halifax (“Halifax”) won’t refund the money he lost to a fake job scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again her... (3 pages)View decision
