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 163568 results
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Decision Reference DRN-5289724
18 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5289724 The complaint Mr T complains about the service received from Barclays Bank UK PLC (“Barclays”) when trying to open an account with it. In particular, he is unhappy with Barclays “Know Your Customer” (KYC) requirements when opening an account and its security processes. Mr T ... (5 pages)View decision -
Decision Reference DRN-5307403
18 Feb 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5307403 The complaint Mr W, director of A, complains on its behalf that HSBC UK Bank Plc (“HSBC”) won’t refund the money it lost to a scam. What happened A invested £14,000 in a company called Buy2let/Raedex Consortium Ltd – “R” in 2020. Mr W, who I’ll also be referring to within ... (7 pages)View decision -
Decision Reference DRN-5298794
18 Feb 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5298794 Complaint Miss M complains that Moneybarn No.1 Limited (trading as “Moneybarn”) unfairly entered into conditional sale agreement with her. She’s said that the proper checks weren’t carried out which led to her being provided with finance that was unaffordable and this caused... (5 pages)View decision -
Decision Reference DRN-5335245
18 Feb 2025 The Mortgage Works (UK) Plc UpheldMortgagesDRN-5335245 The complaint Mr M complains about how The Mortgage Works (UK) Plc (TMW) dealt with his applications for a term extension on his buy-to-let mortgage. What happened Mr M’s buy-to-let mortgage was on a fixed interest rate of 1.99% until 28 February 2023. The mortgage term was ... (4 pages)View decision -
Decision Reference DRN-5337768
18 Feb 2025 Topaz Finance Limited Not upheldMortgagesDRN-5337768 The complaint This complaint is brought by Mr and Mrs Z against Topaz Finance Limited, trading as Hessonite Mortgages. Mr and Mrs Z say that they were never told that their buy-to-let (BTL) mortgages were held on an ‘all monies charge’ (AMC). They therefore believe Topaz ac... (6 pages)View decision -
Decision Reference DRN-5281916
18 Feb 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5281916 The complaint Mr B complains about the service he received from Metro Bank Plc. What happened The circumstances of this complaint are well known to both parties, so I won’t repeat them all here. In summary, from December 2022 to July 2024 Mr B experienced problems accessing... (2 pages)View decision -
Decision Reference DRN-4935416
18 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4935416 The complaint M, a limited company, complains that Monzo Bank Ltd didn’t do enough to prevent their losses when they transferred funds as part of a scam. What happened The background to this complaint is known to both parties, so I will cover in only briefly here. In Octob... (2 pages)View decision -
Decision Reference DRN-5337030
18 Feb 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5337030 The complaint Mr R complains that Zopa Bank Limited is holding him responsible for a loan which he says was taken out fraudulently in his name. What happened Mr R says he is the victim of an investment scam. As part of the scam, he says the fraudsters applied for three loans... (3 pages)View decision -
Decision Reference DRN-5330995
18 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5330995 The complaint Mr A complains that Barclays Bank UK PLC won’t refund several payments he says he made and lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submiss... (4 pages)View decision -
Decision Reference DRN-5261066
18 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5261066 The complaint Mr S complains that Barclays Bank UK Plc ignored his individual needs and didn’t make reasonable adjustments when communicating with him. He said Barclays kept him on the phone for a long period of time, which caused him much frustration and upset. What happen... (3 pages)View decision
