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-5417869
23 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5417869 The complaint Mrs W, who brings her complaint with the assistance of a professional representative, complains that National Westminster Bank PLC (‘NatWest’) didn’t reimburse funds she lost to fraud. What happened As the circumstances of this complaint are well-known to both ... (3 pages)View decision -
Decision Reference DRN-5805508
23 Oct 2025 Klarna Financial Services UK Limited Not upheldConsumer CreditDRN-5805508 The complaint Miss P is unhappy that Klarna Financial Services UK Limited (Klarna) failed to adequately protect her account. What happened On 13 January 2025, Miss P contacted Klarna to explain her account had been used fraudulently and transactions to two retailers were not... (3 pages)View decision -
Decision Reference DRN-5402664
23 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5402664 The complaint Mrs W, who brings her complaint with the assistance of a professional representative, complains that Lloyds Bank PLC didn’t reimburse funds she lost to fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised... (3 pages)View decision -
Decision Reference DRN-5867664
23 Oct 2025 Arnold Clark Automobiles Limited Not upheldConsumer CreditDRN-5867664 The complaint The estate of Mr C complains that Arnold Clark Automobiles Limited (“AC”) mis-sold finance to Mr C to enable him to buy a car. The estate is represented by a firm of solicitors. What happened On 15 April 2022 Mr C completed an agreement to purchase a new car wh... (3 pages)View decision -
Decision Reference DRN-5900411
23 Oct 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5900411 The complaint Ms O complained because she wanted more compensation than Nationwide Building Society was willing to give her after it provided incorrect information. What happened On 31 January 2025, Ms O went to a Nationwide branch. She said that she hadn’t made a transacti... (6 pages)View decision -
Decision Reference DRN-5578457
23 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5578457 The complaint Ms F complains Bank of Scotland plc trading as Halifax unfairly closed her accounts and provided poor service. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Ms F had multiple accou... (3 pages)View decision -
Decision Reference DRN-5896333
23 Oct 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5896333 The complaint Miss J complains Monzo Bank Ltd unfairly loaded her details to a fraud database. What happened Miss J had an account with another bank, S, and this account was closed. Miss J did some research and found Monzo had loaded her details to a fraud database. Miss ... (3 pages)View decision -
Decision Reference DRN-5870872
23 Oct 2025 eBay Commerce UK Ltd Not upheldBanking and PaymentsDRN-5870872 The complaint Mr C complains eBay Commerce UK Ltd (Commerce) took money back for a sale he made on eBay marketplace (marketplace). What happened Mr C sold a mobile phone on the marketplace and says the buyer used it for three months. The buyer then raised a chargeback thro... (3 pages)View decision -
Decision Reference DRN-5596300
23 Oct 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5596300 The complaint Mr S complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money he lost after falling victim to a scam. What happened In 2023, Mr S was contacted through a social media site about an investment with a company I’ll refer to as X. The investment involved th... (4 pages)View decision -
Decision Reference DRN-5846034
23 Oct 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5846034 The complaint B, a limited company, complains that TSB Bank plc (‘TSB’) could’ve prevented the loss they suffered as the result of a scam. Mr H, a director of B, brings the complaint on B’s behalf. What happened In 2020, Mr H found an investment with a company I’ll refer t... (2 pages)View decision
