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 3962 results
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Decision Reference DRN1338880
15 Mar 2021 Creation Consumer Finance Ltd UpheldBanking and creditMiss D complains that Creation Consumer Finance Ltd treated her unfairly, when she told them about the events that led up to an application to get a laptop, using a point of sale loan with them. Throughout Miss D’s complaint with us, she has been represented by her father. But, to make thi... (5 pages)View decision -
Decision Reference DRN5755161
31 Oct 2014 Barclays Bank Plc Not upheldBanking and creditMr D complains that Barclays Bank PLC unfairly holds him liable for transactions made by means of a debit card that he did not receive.backgroundMr D had a current account with Barclays, for which he held a debit card. A replacement debit card was sent when the old one was due to run ... (2 pages)View decision -
Decision Reference DRN-3148143
28 Dec 2021 Tickmill UK LTD UpheldInvestmentsDRN-3148143 The complaint Miss L says Tickmill UK LTD (‘Tickmill’) is responsible for over 300 margin call close-outs (and a total loss of around 44,000 EUR) incurred in her trading account(s) on 9 March 2020. She says a defect in Tickmill’s payment processing system prevented her from mak... (5 pages)View decision -
Decision Reference DRN-3734663
3 Jan 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-3734663 The complaint Mr S complains that Santander UK Plc trading as Cahoot paid a third party bank a fee which he didn’t want them to pay. What happened Mr S has an overseas bank account with a third party provider. But he says the account was inoperable, so he asked Cahoot if he cou... (2 pages)View decision -
Decision Reference DRN6803619
28 Jan 2016 Skipton Building Society Not upheldBanking and creditMr and Mrs F complain that Skipton Building Society wrongly failed to transfer money from their account to a third party bank.backgroundOn 1 September 2015, Mr and Mrs F used the online banking facility to transfer £40,000 from the account they held with Skipton B... (2 pages)View decision -
Decision Reference DRN-3838018
14 Apr 2023 Forex Capital Markets Limited Not upheldInvestmentsDRN-3838018 The complaint Mr O complains that Forex Capital Market Limited acted unfairly when closed his trading positions – causing him losses – having not allowed him to make a deposit. What happened Mr O has a trading account with Forex Capital Markets Limited (“FXCM”). He has a tradin... (2 pages)View decision -
Decision Reference DRN-3900252
9 Aug 2023 Metro Bank PLC UpheldBanking and PaymentsDRN-3900252 The complaint Mrs H complains that Metro Bank PLC won’t refund money she lost when she fell victim to an investment scam. Mrs H is being represented by solicitors in her complaint. What happened Mrs H was looking for opportunities to grow her income. She’s said that in June 202... (5 pages)View decision -
Decision Reference DRN-4566265
22 Jan 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4566265 The complaint Miss D complains that Barclays Bank UK PLC (Barclays) won’t refund withdrawals from her account which she says she didn’t authorise. What happened Miss D opened an account with Barclays in September 2022. She deposited £8,000 cash savings, which she says was large... (8 pages)View decision -
Decision Reference DRN-3556325
31 Oct 2022 Modulr FS Limited Not upheldBanking and PaymentsDRN-3556325 The complaint Miss A complains Modulr FS Limited unfairly stopped her using the account she opened and hasn’t returned her funds. She wants the funds returned and compensation for the loss and distress she says she experienced. What happened Miss A held an account with a firm f... (2 pages)View decision -
Decision Reference DRN-5757247
23 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5757247 The complaint Mr C complains that HSBC UK Bank Plc (‘HSBC’) won’t reimburse the funds he lost when he fell victim to a scam. What happened The investigator set out the facts in detail so I will only summarise them here. Mr C says that a business contact introduced him to an ... (3 pages)View decision
