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 185209 results
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Decision Reference DRN-6172850
10 Apr 2026 Metro Bank PLC Not upheldBanking and PaymentsDRN-6172850 The complaint S, a limited company, complains that Metro Bank PLC have declined to refund them for losses that occurred due to the conversion of an incoming international payment from pound sterling (GBP) into US dollars (USD). S also complains about poor service and communi... (4 pages)View decision -
Decision Reference DRN-6231093
10 Apr 2026 Bank of Scotland Plc UpheldBanking and PaymentsDRN-6231093 The complaint Miss P says that Bank of Scotland plc, trading as Halifax (‘Halifax’) provided her with an overdraft and then increases to it that were unaffordable for her. What happened The overdraft was opened in July 2022 with and overdraft limit of £300. It was then incr... (3 pages)View decision -
Decision Reference DRN-6173858
10 Apr 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6173858 The complaint Mr K is unhappy that HSBC UK Bank Plc (“HSBC”) won't reimburse him the money he sent to a third-party seller to purchase a car. What happened I’m not going to cover all the points raised in detail. The view of 18 February 2026 covered the details of Mr K’... (4 pages)View decision -
Decision Reference DRN-6276547
10 Apr 2026 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-6276547 The complaint Miss A complains that J.P. Morgan Europe Limited trading as Chase, failed to identify a gambling problem on her account, and failed to identify her or protect her as a vulnerable customer. Miss A further complains that Chase failed to put the relevant support i... (5 pages)View decision -
Decision Reference DRN-6241552
10 Apr 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6241552 The complaint Mrs W and Mr W complain HSBC UK Bank Plc (‘HSBC’) won’t refund the money lost after Mrs W fell victim to an authorised push payment (‘APP’) scam. The complaint has been brought with the assistance of a professional representative. Whilst the account is a joint... (8 pages)View decision -
Decision Reference DRN-6053624
10 Apr 2026 Zopa Bank Limited Not upheldConsumer CreditDRN-6053624 The complaint Mr A is unhappy that Zopa Bank Limited are holding him liable for a loan which he says he did not agree to. What happened Mr A says a fraudulent loan for £20,00 was taken out in his name which he had no knowledge of at the time. He’s said the application used ... (4 pages)View decision -
Decision Reference DRN-5955450
10 Apr 2026 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5955450 The complaint Mr J complains that J.P. Morgan Europe Limited trading as Chase (Chase), as the recipient bank, won’t refund him money that he says is lost to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide ... (2 pages)View decision -
Decision Reference DRN-6189981
10 Apr 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6189981 The complaint Mr F complains on behalf of the estate of the late Mr F that National Westminster Bank Public Limited Company (NatWest) lent to Mr F irresponsibly. What happened The late Mr F took out a credit card with NatWest in November 2003. The credit limit given to him ... (4 pages)View decision -
Decision Reference DRN-6086289
10 Apr 2026 Barclays Bank UK PLC Not upheldMortgagesDRN-6086289 The complaint Mr and Mrs J complain that Barclays UK PLC (Barclays) misled them into thinking that they could utilise the Mortgage Charter interest-only support after they had completed a rate switch. However, when they went to apply for this, they were ineligible as they ha... (4 pages)View decision -
Decision Reference DRN-6278005
10 Apr 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6278005 The complaint Mr W is unhappy about a number of transactions that debited his current account with Barclays Bank UK PLC which he says he didn’t make or authorise. What happened Mr W has said Barclays had an outage at the start of the year in 2025 and this led to fraudulent ... (4 pages)View decision