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 DRN0175768
3 May 2019 TSB Bank plc UpheldBanking and creditMr G is unhappy with TSB Bank plc’s decision to not refund him after he lost money as a result of a scam.background I set out the background to this complaint in the provisional decision issued on 22 March 2019. The facts of the case and available information have... (19 pages)View decision -
Decision Reference DRN8395048
3 Aug 2016 Uncles The Original Pawnbrokers Limited Not upheldBanking and creditMrs M complains that Uncles The Original Pawnbrokers Limited, trading as Uncles Money, (“UM”), wrongly sold items she had pledged with it, and didn’t comply with regulations. In particular, it didn’t tell her that the items she had pledged with it would be sold, and... (4 pages)View decision -
Decision Reference DRN2235110
26 Jun 2013 Banco Bilbao Vizcaya Argentaria SA Not upheldBanking and creditMr S and Mrs T say Banco Bilbao Vizcaya Argentaria SA (“the bank”) is wrong to hold them responsible for a number of transactions made using their credit card account. The account is in Mr S’s name and Mrs T is an additional cardholder on the account. The disputed transactions were made... (2 pages)View decision -
Decision Reference DRN-5760855
29 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5760855 The complaint Mrs T complained that Nationwide Building Society’s decision to stop offering passbook accounts was unreasonable and impacted unfairly on vulnerable customers like herself. Mrs T’s representative brings the complaint on her behalf. What happened Mrs T complai... (5 pages)View decision -
Decision Reference DRN-4664351
26 Jun 2024 Wise Payments Limited UpheldBanking and PaymentsDRN-4664351 The complaint Mr M complains that Wise Payments Limited didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well know... (5 pages)View decision -
Decision Reference DRN-3565828
27 Jul 2022 TSB Bank plc Not upheldBanking and PaymentsDRN-3565828 The complaint Mr H complains that TSB Bank plc (TSB) won’t refund gambling transactions he says he didn’t make. What happened Mr H says his ex-partner (who I’ll refer to as D) made gambling transactions using his TSB debit card without his knowledge. The transactions happened b... (3 pages)View decision -
Decision Reference DRN2418508
22 Jan 2014 Bradford & Bingley Plc UpheldInvestment and pensionsMrs A has complained that advice she and the late Mr A received from Bradford & Bingley plc (“the business”) in 2000 to invest £50,000 in an investment bond and in 2002 to invest a further £50,000 in two investment bonds with different providers in equal shares was unsuitable. Eac... (6 pages)View decision -
Decision Reference DRN-5127648
25 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5127648 Complaint Ms M is unhappy that Bank of Scotland plc (trading as Halifax) didn’t refund her after she told it she’d fallen victim to a scam. Background In 2023, Ms M received unsolicited contact on a social messaging app. The person who contacted her said they could offer her... (2 pages)View decision -
Decision Reference DRN-3549703
29 Jun 2022 Secure Trust Bank Plc UpheldConsumer CreditDRN-3549703 The complaint Mr W complains about the support he has received from Secure Trust Bank Plc trading as Moneyway (“Moneyway”) in relation to a hire purchase agreement he has with it. What happened In March 2017 Mr W took out a hire purchase agreement with Moneyway under which it s... (10 pages)View decision -
Decision Reference DRN5783339
29 Oct 2014 Barclays Bank Plc Not upheldBanking and creditMr A complains about the actions of Barclays Bank Plc in relation to the closure of his account and information recorded by it in respect of Mr A’s use of the account.Mr A is represented by his father in referring his complaint.backgroundMr A’s complaint arises following disputed activit... (3 pages)View decision
