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-6010094
8 Apr 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6010094 The complaint Mr O is unhappy Lloyds Bank Plc (“Lloyds”) has declined to reimburse him in full after he fell victim to a visa scam. What happened In 2023, Mr O fell victim to a scam. He was looking to obtain a ‘certificate of sponsorship’ visa for his brother when he found t... (5 pages)View decision -
Decision Reference DRN-6239228
8 Apr 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-6239228 The complaint Mr H complains that an overseas payment was returned to his account with TSB Bank plc and that, because of exchange rate changes, he has lost just over £880. What happened On 4 September 2025 Mr H made an online payment to his brother’s account in the USA. He w... (2 pages)View decision -
Decision Reference DRN-6048670
8 Apr 2026 Barclays Bank UK PLC Not upheldMortgagesDRN-6048670 The complaint Ms P complains that Barclays Bank UK PLC failed to offer support with her mortgage. She said it didn’t take her vulnerabilities and circumstances into account. Ms P asks for a review of how Barclays dealt with her account, and for appropriate redress. What happ... (3 pages)View decision -
Decision Reference DRN-6086694
8 Apr 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6086694 The complaint Mrs G’s complaint is, in essence, that Clydesdale Financial Services Limited, trading as Barclays Partner Finance, (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Cr... (16 pages)View decision -
Decision Reference DRN-6272550
8 Apr 2026 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-6272550 The complaint Miss J complains that Prepay Technologies Ltd (“Prepay Technologies”) won’t refund the money she lost to a scam. Miss J opened an account with Monese. Monese acts as an agent of Prepay Technologies Ltd. I’ll generally refer to Miss J and Prepay Technologies in ... (3 pages)View decision -
Decision Reference DRN-6020972
8 Apr 2026 Secure Trust Bank Public Limited Company Not upheldConsumer CreditDRN-6020972 The complaint Secure Trust Bank Public Limited Company (‘Secure Trust’) provided Mr H with a finance agreement for a used car. He says the finance was provided irresponsibly and he couldn’t afford to repay it sustainably. What happened In January 2020, Mr H was accepted for... (2 pages)View decision -
Decision Reference DRN-6193598
8 Apr 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6193598 The complaint Mr P is unhappy Barclays Bank UK PLC have declined to refund payments which he believes were lost to a scam. What happened Between June and July 2025, Mr P made a number of payments totalling around £4,200 to a tradesman I will refer to as “G”. Mr P and his pa... (3 pages)View decision -
Decision Reference DRN-6169354
8 Apr 2026 ITC Compliance Limited Not upheldConsumer CreditDRN-6169354 The complaint Ms F complains that a car finance agreement was misrepresented to her by Itc Compliance Limited (“ICL”). What happened In August 2025 Ms F entered into negotiations with a retailer for the part exchange of her car and the purchase of a new used car on a new fi... (3 pages)View decision -
Decision Reference DRN-6148010
8 Apr 2026 HSBC UK Bank Plc Not upheldMortgagesDRN-6148010 The complaint Miss B and Mr L complain that HSBC UK Bank Plc made errors with their monthly mortgage payments, resulting in them making underpayments for about 18 months. After Miss B spotted the error, HSBC asked them to make higher monthly payments. Miss B has dealt with t... (3 pages)View decision -
Decision Reference DRN-5839622
8 Apr 2026 Metro Bank PLC Not upheldBanking and PaymentsDRN-5839622 The complaint Mr I is unhappy Metro Bank PLC won’t reimburse him the money he sent to a third-party for building works. What happened The background to this complaint is well-known and is set out within the investigator’s findings which was sent to both parties, so I won’t ... (4 pages)View decision