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 185689 results
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Decision Reference DRN-6285594
14 Apr 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6285594 The complaint Mr and Mrs E complain Lloyds Bank PLC failed to inform them that their local branch was to close and failed to ensure adequate arrangements for banking following that closure. What happened Mr and Mrs E have a joint account with Lloyds Bank and have done so for... (2 pages)View decision -
Decision Reference DRN-6277428
14 Apr 2026 Metro Bank PLC Not upheldBanking and PaymentsDRN-6277428 The complaint and background Mr and Mrs P complain that Metro Bank PLC (“Metro”) won’t reimburse over £2,700 that they lost when they fell victim to a scam in 2024. Our investigator didn’t uphold the complaint. Ultimately, he didn’t think the payments looked suspicious such ... (1 page)View decision -
Decision Reference DRN-5985542
14 Apr 2026 Loans 2 Go Limited Not upheldConsumer CreditDRN-5985542 The complaint Loans 2 Go Limited provided Miss C with the following loans. Details Date Amount Term (months) Monthly repayments Loan one May 2019£50018 £114.28 Loan twoApril 2021 £80018 £182.84 Loan three February 2022 £40018 £82.22Loan four July 2022 £37518 £77.08 Miss C ... (2 pages)View decision -
Decision Reference DRN-6290666
14 Apr 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6290666 The complaint Mrs U complains that HSBC UK Bank Plc won’t refund the money she’s lost as a result of a job scam. Mrs U is represented in this complaint, but I’ll refer to her as it’s her complaint. What happened The information currently provided is both very limited and un... (5 pages)View decision -
Decision Reference DRN-6265809
14 Apr 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-6265809 The complaint Miss L is unhappy that a chargeback she raised with TSB Bank plc (‘TSB’) wasn’t successful. Miss L says she didn’t the receive the goods she ordered and paid for using her TSB debit card. What happened In November 2025, Miss L placed an order totalling £288 wit... (3 pages)View decision -
Decision Reference DRN-6285250
14 Apr 2026 Intrum Mortgages UK Finance Limited UpheldMortgagesDRN-6285250 The complaint Mr S complains that Intrum Mortgages UK Finance Limited trading as Intrum Mortgages has prevented him redeeming his mortgage. What happened In December 2024, Mr S spoke to Intrum. He wanted to redeem his mortgage. It told him that he’d need to send a copy of hi... (4 pages)View decision -
Decision Reference DRN-6130979
14 Apr 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-6130979 THE COMPLAINT Mr A’s complaint is about TSB Bank plc (“TSB”). WHAT HAPPENED The circumstances of this complaint are well known to all parties concerned, so I will not repeat them again here in detail. However, I will provide an overview. On 14 August 2025, a sum of £300 wa... (3 pages)View decision -
Decision Reference DRN-6288314
14 Apr 2026 MONEYBARN NO.1 LIMITED UpheldConsumer CreditDRN-6288314 The complaint and what happened Miss L complains that MONEYBARN NO.1 LIMITED, trading as Moneybarn, lent to her irresponsibly and without carrying out proper affordability checks. She would like all the interest and charges associated with the conditional sale agreement refu... (4 pages)View decision -
Decision Reference DRN-5794543
14 Apr 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5794543 The complaint An individual I’ll refer to as X complains that Revolut Ltd is hold her liable for payments which she says she didn’t authorise, and which were lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them al... (4 pages)View decision -
Decision Reference DRN-6270851
14 Apr 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6270851 The complaint Mr and Mrs I have complained that Revolut Ltd (“Revolut”) failed to refund the money they lost as part of a scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. Instead, I will foc... (3 pages)View decision