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-5609887
25 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5609887 The complaint Mr O complains Barclays Bank UK PLC delayed a payment causing significant distress. What happened Mr O needed to pay his ex-partner child support but couldn’t, because Barclay had an IT outage. Mr O says he was due to pay on 31 January 2025, but couldn’t beca... (3 pages)View decision -
Decision Reference DRN-5698421
24 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5698421 The complaint Mrs I complains that HSBC UK Bank Plc (HSBC) sent correspondence intended for her to an incorrect address. She is also unhappy about the service she was provided when she reported the issue. What happened In early January 2025, Mrs I applied for an account onli... (3 pages)View decision -
Decision Reference DRN-5396514
24 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5396514 The complaint Mr S complains about not getting a refund from Monzo Bank Ltd after he lost money to an investment scam. Also, about their service as he undertook the transaction with Monzo but they shifted responsibility to another bank. What happened Mr S explains that he h... (5 pages)View decision -
Decision Reference DRN-5588842
24 Jul 2025 Skrill Limited UpheldBanking and PaymentsDRN-5588842 The complaint Mrs H complains that Skrill Limited failed to pay cashback on her purchases made through it in November 2024. What happened Mrs H had been using Skrill’s service for spending. She said that in October 2024, she received an email offering 1% cash back on all pur... (2 pages)View decision -
Decision Reference DRN-5504881
24 Jul 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5504881 The complaint W, a company in liquidation, complains that Bank of Scotland plc (BoS) delayed in closing down W’s accounts and transferring the monies out. The complaint is made by Mr and Mrs N, as former directors of W, with the consent of the liquidator. What happened In 20... (2 pages)View decision -
Decision Reference DRN-5714231
24 Jul 2025 TSB Bank plc UpheldConsumer CreditDRN-5714231 The complaint Mr F is unhappy that TSB Bank plc didn’t provide him with loan funds on the same day that he was approved for loan, as promised by TSB in their product advertisement. What happened On 21 November 2024, Mr F applied online to TSB for a personal loan. TSB’s onli... (3 pages)View decision -
Decision Reference DRN-5158325
24 Jul 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5158325 The complaint Mr C complains about a decision taken by Starling Bank Limited (“Starling”) to not raise a chargeback on his behalf. What happened In December 2023, Mr C paid for an event using his Starling debit card, which was due to take place in July 2024. Mr C states th... (4 pages)View decision -
Decision Reference DRN-5712239
24 Jul 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5712239 The complaint Mr H complains about the quality of a car supplied to him through a hire purchase agreement by Specialist Motor Finance Limited (“SMF”). What happened Mr H entered into an agreement with SMF in October 2022 for a used car. The car was nine years old and had cov... (5 pages)View decision -
Decision Reference DRN-5359344
24 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5359344 The complaint Mr S complains Revolut Ltd didn’t do enough to protect him when he fell victim to a scam, which caused him to lose money. What happened The background to this complaint is well known to both parties, so I’ll only refer to some key events $ ) In Decembe... (7 pages)View decision -
Decision Reference DRN-5713819
24 Jul 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5713819 The complaint Mr R is unhappy that Lloyds Bank PLC didn’t send a new credit card to him in a timely manner. What happened On 13 January 2025, Mr upgraded his credit account with Lloyds as he wanted to use benefits provided by the upgraded account. The following day, Mr R cal... (3 pages)View decision
