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-5455378
23 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5455378 The complaint Miss S complains that HSBC UK Bank Plc (‘HSBC’) won’t reimburse the funds she lost when she says she was the victim of a scam. What happened Miss S says that in January 2020 she saw information at her gym about a meeting on cryptocurrency. She decided to attend... (3 pages)View decision -
Decision Reference DRN-5885347
23 Oct 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5885347 The complaint Miss S complains that NewDay Ltd, trading as Marbles, lent to her irresponsibly. What happened Miss S held a credit card with NewDay; I’ve set out the lending history below: Date Event Limit (£) 1 August 2021 Account opened £25012 August 2022 Credit Limit Inc... (4 pages)View decision -
Decision Reference DRN-5902901
23 Oct 2025 Close Brothers Limited UpheldConsumer CreditDRN-5902901 The complaint Mr C is complaining about the quality of a vehicle supplied to him by Close Brothers Limited (CBL). What happened In January 2024, Mr C acquired a vehicle via a personal contract purchase (PCP) agreement with CBL. He paid a deposit of around £8,400 and borrowed... (4 pages)View decision -
Decision Reference DRN-5751207
23 Oct 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5751207 The complaint Miss R complains that TSB Bank plc (“TSB”) acted irresponsibly when it granted her an overdraft facility and credit limit increases and that it failed to monitor her usage to identify when she was in financial difficulty. What happened Miss R was initially gra... (4 pages)View decision -
Decision Reference DRN-5750681
23 Oct 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5750681 The complaint Mr B complains that Nationwide Building Society won’t refund money he says he lost to an investment scam. Mr B is represented, however, to keep things simple, I’ll refer to Mr B throughout my decision. What happened The background to this complaint is well know... (3 pages)View decision -
Decision Reference DRN-5836591
23 Oct 2025 JBR Capital Limited UpheldConsumer CreditDRN-5836591 The complaint Mrs P complains about the quality of a vehicle she acquired through a hire purchase agreement financed by JBR Capital Limited (JBR). What happened In June 2023 Mrs P acquired a used car through a hire purchase agreement financed by JBR. The car was around eigh... (5 pages)View decision -
Decision Reference DRN-5786976
23 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5786976 The complaint Mr G, complaining on behalf of C, a limited company, complains that Barclays Bank UK PLC wrongly closed C’s bank account. What happened As part of a regular ‘Know Your Customer’ (KYC) review, Barclays wrote to C on 3 March 2024 letting it know its account had ... (3 pages)View decision -
Decision Reference DRN-5900948
23 Oct 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5900948 The complaint X complains that Tesco Personal Finance Limited trading as Tesco Bank has treated him unfairly in relation to its obligations with regard to a payment he made using his credit card. What happened X paid a £200 deposit for a second-hand car using his Tesco Bank ... (4 pages)View decision -
Decision Reference DRN-5894564
23 Oct 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5894564 The complaint Mr B is director of a company that I will refer to as P. He has complained on P’s behalf that Revolut Ltd refused to reimburse money lost from its business account as a result of a scam. P is represented in bringing this complaint but, for ease of reading, I w... (7 pages)View decision -
Decision Reference DRN-5819796
23 Oct 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5819796 The complaint Mr D complains that Creation Consumer Finance Ltd (“Creation”) has recorded adverse information on his credit file about a fixed sum loan agreement he held with them. Mr D also says they told him they would remove that information and is unhappy they sold his a... (3 pages)View decision
