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 4790 results
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Decision Reference DRN3382547
24 Jan 2020 Lloyds Bank PLC Not upheldBanking and creditComplaintMr B complains about problems registering a Power of Attorney (POA) with Lloyds Bank PLC. BackgroundMr B’s sons (Mr B1 and Mr B2) obtained a Lasting POA via the Office of the Public Guardian on 22 September 2016. The POA was granted jointly which means both attorneys have to be in... (2 pages)View decision -
Decision Reference DRN2802385
28 May 2015 MoneyGram International Limited Not upheldBanking and creditMr J complains that MoneyGram International Limited’s actions have caused him to lose money to a fraudster.backgroundMr J was buying goods from overseas. He decided to pay for them by money transfer. He says he was told the recipient couldn’t access the money without an... (2 pages)View decision -
Decision Reference DRN-5580896
23 May 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5580896 The complaint Mr L is complaining about the quality of a vehicle supplied to him by Creation Consumer Finance Ltd (Creation). A representative has assisted Mr L with his complaint, but I’ll refer to Mr L throughout my decision for simplicity. What happened In November 2023, ... (4 pages)View decision -
Decision Reference DRN-4376312
24 Oct 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-4376312 The complaint Mr P and Mrs T have complained that Santander UK Plc won’t refund the money they lost to an investment they now believe was a scam. What happened The full details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I’ll recap th... (3 pages)View decision -
Decision Reference DRN-4374827
6 Dec 2023 Skyfire Insurance Company Limited UpheldInsuranceDRN-4374827 The complaint Mr A complains that the offer Skyfire Insurance Company Limited (‘Skyfire’) made to settle his motor insurance claim is too low. What happened In March 2023, Mr A’s car was involved in an accident with a third-party. The accident was not Mr A’s fault. Mr A says th... (2 pages)View decision -
Decision Reference DRN3679327
27 Dec 2018 Bank of Scotland Plc Not upheldBanking and creditMr R and Ms L complain that Bank of Scotland Plc trading as Halifax (“Halifax”) unfairly and unreasonably lost documents relating to their property. They want matters put right.backgroundMr R and Ms L took out a mortgage with Halifax in 1999. They said that there was... (2 pages)View decision -
Decision Reference DRN-2975812
15 Mar 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-2975812 The complaint Mr P complains that National Westminster Bank Plc won’t refund debit card payments which were made as the result of a scam. What happened The background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key even... (2 pages)View decision -
Decision Reference DRN7312988
17 Oct 2014 MEM Consumer Finance Limited UpheldBanking and creditMrs R and her representative complain that MEM Consumer Finance Limited has applied a default to her credit file. backgroundMrs R took out a payday loan with MEM but her payments were in arrears. She is unhappy that MEM applied a default to her credit file without sending her a default... (2 pages)View decision -
Decision Reference DRN-5688859
4 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5688859 The complaint Mr A complains about the way in which Barclays Bank UK Plc handled two chargeback requests. He has also complained that the bank closed his account and that it placed a CIFAS marker against his name. What happened Mr A had a loan with a different lender – not B... (2 pages)View decision -
Decision Reference DRN1797659
27 Jun 2017 Swinton Group Ltd UpheldInsurance (excluding PPI)Mr and Mrs S say Swinton Group Limited didn’t provide all the information they needed when they wanted to make a claim on their motor insurance policy after an accident that wasn’t their fault.backgroundMr and Mrs S bought the policy through Swinton. Mrs S says they ... (2 pages)View decision