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 4009 results
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Decision Reference DRN-4214416
29 Jun 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4214416 The complaint Ms C complains about the way Barclays Bank UK PLC trading as Barclaycard handled a claim she made to it. What happened Ms C purchased a package including a non-surgical weight loss device called a ‘gastric balloon’ and aftercare including ‘nutritional, fitness, be... (8 pages)View decision -
Decision Reference DRN-2012809
8 Jul 2020 Bank of Scotland Plc Not upheldBanking and PaymentsThe complaint Mr A is unhappy about how he was treated after an international money transfer he tried to make from his account with the Bank of Scotland plc trading as Halifax was declined. What happened On 16 January 2019 Mr A tried to make an international money transfer from his account... (3 pages)View decision -
Decision Reference DRN-5568037
19 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5568037 The complaint Mrs S complains that Revolut Ltd (‘Revolut’) hasn’t protected her from losing money to an authorised push payment (‘APP’) investment scam. In bringing her complaint, Mrs S has used the services of a professional representative. For ease of reading within this d... (12 pages)View decision -
Decision Reference DRN-4290318
10 Aug 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4290318 The complaint Mr L says that Barclays Bank UK PLC trading as Barclaycard (“Barclaycard”) acted unfairly in not upholding his claim under Section 75 of the Consumer Credit Act 1974 (“the CCA”) in relation to a timeshare product he purchased using his credit card with them. The c... (7 pages)View decision -
Decision Reference DRN-4394082
8 Jan 2024 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-4394082 The complaint Ms F complains Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Finance (MBFS) irresponsibly entered into a hire purchase agreement because it didn’t do reasonable and proportionate checks to ensure the agreement was affordable. What happened ... (5 pages)View decision -
Decision Reference DRN-5029922
9 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5029922 The complaint Mr H is unhappy that Revolut Ltd won’t reimburse money he lost to a scam. Mr H has brought his complaint with the assistance of a professional representative. But for ease I’ll refer to all the submissions as being from Mr H. What happened Mr H said he invested... (11 pages)View decision -
Decision Reference DRN-3340957
14 Mar 2022 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-3340957 The complaint Mr C has complained that Clydesdale Bank PLC trading as Yorkshire Bank (Clydesdale) unfairly declined his claim under Section 75 (S.75) of the Consumer Credit Act 1974 (CCA). What happened Mr and Mrs C paid for membership of a holiday club (which I’ll call Club C)... (7 pages)View decision -
Decision Reference DRN5788384
6 Sep 2019 HSBC UK Bank Plc Not upheldBanking and creditMr M complains that HSBC UK Bank Plc wouldn’t honour a cheque paid into his mother’s account. The bank then ignored a letter of complaint.backgroundMr M is represented in this complaint by his mother Mrs M. Mr M wrote a cheque from his HSBC account. The cheque was given to his mother to de... (3 pages)View decision -
Decision Reference DRN-4994103
12 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4994103 The complaint Ms S complains that Revolut Ltd hasn’t protected her from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Ms S has explained that from November 2022 to M... (7 pages)View decision -
Decision Reference DRN2512513
29 Apr 2020 Quilter Financial Services Ltd UpheldInvestment and pensionsMrs and Mr T say an Appointed Representative (‘AR’) of Quilter Financial Services Ltd (‘Quilter’) gave them unsuitable advice to switch investments in 2013. Mrs T appears to lead the complaint.backgroundMrs and Mr T had Individual Savings Accounts (‘ISAs’), Personal Equity Plans (‘PEPs’) a... (7 pages)View decision
