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-5576248
14 Aug 2025 London and Country Mortgages Ltd Not upheldMortgagesDRN-5576248 The complaint Mrs E and Mr G complain that London and Country Mortgages Ltd trading as L&C Mortgages (L&C) mis-sold them a mortgage as it didn’t advise Mrs E that she could be liable for capital gains tax (CGT) when the mortgaged property was sold. What happened In J... (3 pages)View decision -
Decision Reference DRN-5755467
14 Aug 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5755467 The complaint Miss A complains that PayPal UK Ltd didn’t close her credit account following her request, which has caused her financial difficulties. What happened In April 2024, Miss A says she asked PayPal to close the account after she had repaid the balance with a loan.... (3 pages)View decision -
Decision Reference DRN-5732193
14 Aug 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5732193 The complaint Mrs J is unhappy that Kroo Bank Ltd won’t refund payments she made because of a cryptocurrency based, job scam. What happened In 2023, Mrs J was a victim of a cryptocurrency based, job scam which involved many payments over around 2 weeks mainly to a cryptocur... (4 pages)View decision -
Decision Reference DRN-5755103
14 Aug 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5755103 The complaint Mr F complains that American Express Services Europe Limited (Amex) declined his claim for a refund of transactions made using his credit card. What happened My provisional decision of 6 August 2025 set out the background to this complaint: “Mr F had a leak in ... (5 pages)View decision -
Decision Reference DRN-5595799
14 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5595799 The complaint Mr H has complained that Lloyds Bank PLC “Lloyds” rejected his claim for money back in relation to some clothing items he bought using credit it provided. What happened The circumstances leading up to this claim aren’t disputed so I’ve only briefly set them ou... (4 pages)View decision -
Decision Reference DRN-5755252
14 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5755252 The complaint Mrs P complains that Barclays Bank UK PLC closed her personal bank account giving one days’ notice and requested full payment of an overdraft. Shortly after it also closed Mrs P’s credit card with immediate effect. The overdraft was paid in full, but before it ... (5 pages)View decision -
Decision Reference DRN-5041110
14 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5041110 The complaint Mr T is unhappy that Santander UK Pls won’t reimburse money he lost to a scam. Mr T is represented by a third-party claims firm, but I will refer to Mr T here What happened The background to this complaint is known to both parties, so I won’t repeat everything... (3 pages)View decision -
Decision Reference DRN-5501791
14 Aug 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5501791 The complaint Mr V complains about the quality of a car he acquired under a hire purchase agreement with MotoNovo Finance Limited (MotoNovo). When I refer to what Mr V and/or MotoNovo said or did, it should also be taken to include things said or done on their behalf. What... (4 pages)View decision -
Decision Reference DRN-5649814
14 Aug 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5649814 The complaint Mr M complains that MotoNovo Finance Limited (MotoNovo) provided inaccurate advice and that that advice had an adverse impact on his credit file. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brie... (2 pages)View decision -
Decision Reference DRN-5708924
14 Aug 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5708924 The complaint A company that I will refer to as B, complains that Metro Bank PLC blocked and closed its accounts. B is also unhappy with the service it received from Metro. Mr B, a director, brings the complaint on behalf of B. What happened B had business accounts with Me... (5 pages)View decision
