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 3967 results
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Decision Reference DRN-5193788
4 Jul 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5193788 The complaint Mrs L and Mr M complain Santander UK Plc unfairly closed their account and withheld funds. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Although this is a joint account, I will mai... (5 pages)View decision -
Decision Reference DRN-5278932
14 Apr 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5278932 The complaint Mr H complains that Barclays Bank UK PLC did not refund him after he fell victim to a scam. What happened Mr H, saw an individual boarding up a property near his home. He had concerns that the land was going to be turned into a commercial lot with restaurants a... (4 pages)View decision -
Decision Reference DRN3889528
27 Jun 2016 Barclays Bank Plc Not upheldInvestment and pensionsMr and Mrs P complain about the advice they were given to invest in a Barclays Bank Plc defined returns plan. They feel the product wasn’t adequately explained, wasn’t suitable for their circumstances, and alternatives weren’t discussed.backgroundI set out the background ... (3 pages)View decision -
Decision Reference DRN-5755620
8 Oct 2025 First Central Underwriting Limited Not upheldInsuranceDRN-5755620 The complaint Mr C complains about First Central Underwriting Limited’s (First Central) handling of a claim on his motor insurance policy. Amongst other things it told him it would pursue a claim holding the third party 100% responsible for an incident that occurred but then... (8 pages)View decision -
Decision Reference DRN-4503128
12 Dec 2023 Oodle Financial Services Limited UpheldConsumer CreditDRN-4503128 The complaint Mr A complains that the car he acquired through a hire purchase agreement with Oodle Financial Services Limited wasn’t of satisfactory quality. He wanted the costs he has been quoted for repair to be deducted from his agreement. Mr A is represented by a third part... (10 pages)View decision -
Decision Reference DRN-3792359
7 Nov 2022 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-3792359 The complaint Mr L, who is represented by a third party, complains that Moneybarn No. 1 Limited (“Moneybarn”) irresponsibly granted him a conditional sale agreement he couldn’t afford to repay. What happened In January 2018, Mr L acquired a used car financed by a conditional sa... (2 pages)View decision -
Decision Reference DRN-2122425
27 Sep 2020 Lloyds Bank PLC Not upheldInvestmentsDRN-2122425The complaintMr L complains that investment advice he received from Lloyds Bank PLC in 1997 was unsuitable. Mr L is represented in this matter by a third party. What happenedIn 1997 Lloyds advised Mr L to invest a total of £20,000. The money was split between two products, £6,00... (3 pages)View decision -
Decision Reference DRN-4160369
1 Aug 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4160369 The complaint Mr S complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost in a scam. What happened Mr S says that he was contacted via a messaging app by someone who said they were a recruiter for a well-known agency. Mr S was interested and was passed on to som... (3 pages)View decision -
Decision Reference DRN1105678
29 Sep 2020 Bank of Scotland Plc Not upheldBanking and creditComplaintMr A is unhappy that Bank of Scotland plc (BoS) incorrectly reported information which impacted his credit score and loaded a Cifas marker against him.BackgroundIn March 2014 Mr A received a cheque into his BoS account. Shortly after the deposit of the cheque, a payment and a cash... (3 pages)View decision -
Decision Reference DRN-5194005
24 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5194005 The complaint Mr S complains that Lloyds Bank Plc (Lloyds) won’t refund him the money he lost in a work tasks scam. Mr S is being represented by a third-party, but for ease of reference I’ll refer to Mr S only. What happened Mr S was contacted about a job through a popular ... (4 pages)View decision
