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-5706407
24 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5706407 The complaint Mr A complains that Lloyds Bank PLC ‘Lloyds’) declined to refund him £3,500 which he lost as a result of a scam. What happened The details of this complaint are well known to both parties, so I will not go into every detail of what happened here. But in summary... (4 pages)View decision -
Decision Reference DRN-5863616
24 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5863616 The complaint Mr W complains Barclays Bank UK PLC trading as Tesco Bank (“Tesco”) didn’t do enough to help get a refund for a transaction made on his credit card. What happened The background to this complaint is well known to both parties, so I won’t repeat it at length he... (3 pages)View decision -
Decision Reference DRN-5590006
24 Oct 2025 Black Horse Limited Not upheldConsumer CreditDRN-5590006 The complaint Ms D, who is represented by a third party, complains that Black Horse Limited (‘Black Horse’) irresponsibly granted her a hire purchase agreement she couldn’t afford to repay. What happened In February 2021, Ms D acquired a used car financed by a hire purchase... (2 pages)View decision -
Decision Reference DRN-5792749
24 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5792749 The complaint Mrs and Mr A complain that Barclays Bank UK PLC declined to refund them over £300,000 which they lost as the result of a scam. What happened The circumstances of this complaint are well known to both parties, so I will not go into every detail of what happened ... (4 pages)View decision -
Decision Reference DRN-5682161
24 Oct 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5682161 The complaint Mrs and Mr S complain that Nationwide Building Society (‘Nationwide’) declined to refund them £20,000 which they say they lost as a result of a scam. What happened The circumstances of this complaint are well known to both parties, so I will not go into every d... (7 pages)View decision -
Decision Reference DRN-5813588
24 Oct 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5813588 The complaint Mr S complains PayPal UK Ltd delayed a refund being applied to his account. What happened In September 2024, Mr S booked accommodation through a company I’ll call “B”, paying via PayPal credit. Mr S says he cancelled the booking straight away and was told by B ... (3 pages)View decision -
Decision Reference DRN-5731910
24 Oct 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5731910 Complaint Mr H complains that J.P. Morgan Europe Limited trading as Chase (“Chase”) didn’t reimburse him after he reported falling victim to a scam. This complaint has been brought on Mr H’s behalf by a representative, but for simplicity’s sake I’ve referred to Mr H througho... (3 pages)View decision -
Decision Reference DRN-5902306
24 Oct 2025 EE Limited UpheldConsumer CreditDRN-5902306 The complaint Miss R has complained that EE Limited is holding her liable for a credit agreement she didn’t take out. What happened The circumstances of the complaint are well known so I won’t go over everything again in detail. But to summarise, Miss R said her ex-partner ... (4 pages)View decision -
Decision Reference DRN-5905973
24 Oct 2025 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-5905973 The complaint Mr F complains about his experience applying for finance with Barclays Partner Finance (‘BPF’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes ... (5 pages)View decision -
Decision Reference DRN-5627846
24 Oct 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5627846 The complaint Miss S complains that TSB Bank plc failed to reclaim a payment she made on her debit card. What happened In 2024, Miss S purchased some items of jewellery for £37.98 from a seller on an online marketplace (which I’ll refer to as “E”). When the items arrived, M... (4 pages)View decision
