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 3981 results
-
Decision Reference DRN-5746070
21 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5746070 The complaint Mr F is unhappy that Bank of Scotland plc trading as Halifax (“Halifax”) won't reimburse him the money he sent to a third-party seller to purchase a car which he then discovered was worthless and beyond economic repair. What happened I’m not going to cove... (4 pages)View decision -
Decision Reference DRN4392064
24 May 2013 Barclays Bank Plc UpheldInvestment and pensionsMr and Mrs Q have complained that advice they received from Barclays Bank Plc in 2006 to invest £100,000 in the Distribution fund of an Investment Bond for income was inappropriate.They are represented by a third party adviser, which has said that: Mr and Mrs Q were not told that ... (6 pages)View decision -
Decision Reference DRN-5067975
27 Jun 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5067975 The complaint Mr T complains that TSB Bank plc refuses to refund his loss. What happened The background to this complaint is well-known to both parties so I’ll only provide a summary of the events that led to this complaint. In or around September 2023 Mr T was looking to ... (4 pages)View decision -
Decision Reference DRN-2521958
26 Jan 2021 Secure Trust Bank Plc UpheldConsumer CreditDRN-2521958 The complaint Mr S complains Secure Trust Bank Plc trading as Moneyway (STBP) supplied him with an unsatisfactory car that has repeatedly failed. He asks for satisfactory repairs to be carried out or that he be allowed to reject the vehicle. What happened I set out the backgrou... (7 pages)View decision -
Decision Reference DRN-4743129
15 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4743129 The complaint Miss F complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost when she fell victim to a scam. What happened In early June 2023 Miss F received contact via a messaging app from someone who said they had got her number from a recruitment company.... (8 pages)View decision -
Decision Reference DRN-4548667
10 Jan 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4548667 The complaint Mr F is unhappy that Santander UK Plc won’t reimburse him for money he lost as a result of a scam. What happened On 1 December 2023 I issued my provisional findings on this complaint. I wanted to give both parties a chance to respond with any further evidence and/... (14 pages)View decision -
Decision Reference DRN-2798527
3 May 2022 Santander UK Plc UpheldInvestmentsDRN-2798527 The complaint Mr M complains that Santander UK Plc (‘Santander’) gave him unsuitable investment advice. He says the recommendation to invest £50,000 left him with too little liquid savings for him to ‘weather the storm’, was an excessive amount for a first-time investor and did... (8 pages)View decision -
Decision Reference DRN-2609047
18 Feb 2021 TSB Bank plc UpheldBanking and PaymentsDRN-2609047 The complaint Mr G complains that TSB Bank plc (TSB) won’t refund £6,000 he lost when he was the victim of a scam involving, what he thought was a new business grant. What happened Mr G was looking for finance for a business he had set up. He found an organisation online offeri... (4 pages)View decision -
Decision Reference DRN0636857
17 Nov 2020 Tesco Personal Finance PLC UpheldBanking and creditComplaint Miss A complains that Tesco Personal Finance PLC (‘Tesco’) has refused to refund a transaction (made using her Tesco credit card) to a fraudulent company (‘the merchant’). Background I recently issued my provisional conclusions setting out the events leading up to this complaint,... (14 pages)View decision -
Decision Reference DRN-4950204
14 Nov 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4950204 The complaint Mr J is unhappy that Starling Bank Limited (“Starling”) haven’t reimbursed him after a number of transactions he’s said were unauthorised were carried out using his debit card. What happened Mr J says someone stole his debit card and spent over £13,400 on 16 a... (6 pages)View decision
