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 164078 results
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Decision Reference DRN-5616135
12 Jul 2025 Madison CF UK Limited Not upheldBanking and PaymentsDRN-5616135 The complaint Mr W complains Madison CF UK limited trading as 118 118 Money (118 118) acted irresponsibly as they didn’t sufficient check he could sustain repayments when they agreed to a credit card account and subsequent credit limit increases. What happened Around Septemb... (3 pages)View decision -
Decision Reference DRN-5683794
11 Jul 2025 National Savings and Investments UpheldBanking and PaymentsDRN-5683794 The complaint Mr W complains that National Savings and Investments (NS&I) hasn’t accurately accounted for Savings Certificates (SCs) which he holds individually, as well as in trust for his sister and as a beneficiary of trusts. He’s also unhappy NS&I is now saying h... (7 pages)View decision -
Decision Reference DRN-5683795
11 Jul 2025 National Savings and Investments UpheldBanking and PaymentsDRN-5683795 The complaint Ms W complains that National Savings and Investments (NS&I) hasn’t accurately accounted for Savings Certificates (SCs) which she holds individually, as well as in trust for her brother and as a beneficiary of trusts. She’s also unhappy NS&I is now sayin... (7 pages)View decision -
Decision Reference DRN-5246936
11 Jul 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5246936 The complaint Mr G complains that Starling Bank Limited (‘Starling’) debited transactions totalling approximately £1,400 from his account. Mr G says that he did not make or otherwise authorise these transactions. What happened The details of this complaint are well known to ... (3 pages)View decision -
Decision Reference DRN-5048377
11 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5048377 The complaint Mr B complains that Barclays Bank PLC (Barclays) is refusing to refund him the amount he says he lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, M... (2 pages)View decision -
Decision Reference DRN-5688576
11 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5688576 Complaint Mr H is unhappy that National Westminster Bank Public Limited Company (“NatWest”) didn't reimburse him after he told it he'd fallen victim to a scam. Background On 1 February 2024, Mr H entered into a contract with a company I’ll refer to as E. He paid E ... (4 pages)View decision -
Decision Reference DRN-5688952
11 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5688952 The complaint Miss J complains that Barclays Bank UK PLC trading as Tesco Bank didn’t support her when she got into financial difficulties. What happened Miss J had a Tesco credit card account. She says that she was made redundant and it became difficult for her to meet her... (4 pages)View decision -
Decision Reference DRN-5603287
11 Jul 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5603287 The complaint Mr F complains that Oodle Financial Services Limited, trading as Oodle Finance (Oodle), unfairly ended his finance agreement. He would like the agreement reinstated. What happened The details of this complaint are well known to both parties, so I won’t repeat ... (2 pages)View decision -
Decision Reference DRN-5456148
11 Jul 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5456148 The complaint Mr A has complained about the quality of a car provided on finance by Lloyds Bank PLC. What happened Both parties are familiar with the events, so I’ll briefly summarise them here. Lloyds supplied Mr A with a used car on a hire purchase agreement in September ... (4 pages)View decision -
Decision Reference DRN-5447245
11 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5447245 The complaint Mr S complains HSBC UK Bank Plc (trading as first direct) didn’t do enough to protect him when he fell victim to a job scam. Mr S is being represented by a third party. However, to keep things simple, I will refer to Mr S throughout my decision. What happened T... (4 pages)View decision
