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
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Decision Reference DRN-3677305
28 Sep 2022 Stripe Payments UK Limited Not upheldBanking and PaymentsDRN-3677305 The complaint Company M is unhappy that Stripe Payments UK Limited won’t reimburse the loss they incurred as a result of a fraud which resulted in their funds being diverted to a fraudster’s account. They also feel that Stripe hasn’t helped them resolve this matter. What happen... (2 pages)View decision -
Decision Reference DRN-3515096
6 Jun 2022 Oodle Financial Services Limited UpheldConsumer CreditDRN-3515096 The complaint Miss S complains that under a hire-purchase agreement, Oodle Financial Services Limited supplied her with a car that wasn’t of satisfactory quality. Miss S is assisted in bringing her complaint by her partner (“A”). What happened On 9 November 2018, Miss S took re... (7 pages)View decision -
Decision Reference DRN7035607
23 Jun 2015 Bank of Scotland Plc Not upheldBanking and creditMr and Mrs A complain Halifax treated them badly when they tried to pay in a cheque to their joint account and then transfer some of the proceeds to their ISAs. Mr and Mrs A had a number of other problems following this too.background Mr and Mrs A went into thei... (2 pages)View decision -
Decision Reference DRN-5025956
30 Sep 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5025956 The complaint Mr H complains that Barclays Bank UK PLC unfairly placed a restriction on his account. What happened Mr H complained to Barclays after it restricted his current account for around ten days in June 2023. He’s unhappy because: At the time, Barclays didn’t expla... (4 pages)View decision -
Decision Reference DRN-4605030
7 Feb 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4605030 The complaint Mr C is unhappy that Barclays Bank UK PLC won’t reimburse money he lost as a result of a scam. What happened On 24 January 2024, I issued my provisional decision on this complaint. I wanted to give both sides a chance to respond with any more evidence and argument... (4 pages)View decision -
Decision Reference DRN4115857
10 Oct 2013 Barclays Bank Plc Not upheldInvestment and pensionsMrs B has complained that advice she received in 2006 by Barclays Bank Plc to invest approximately 35% of her total capital savings in the Guaranteed Fund of an investment bond for income was unsuitable. She is represented in her complaint by a third party adviser.Specifically, her re... (3 pages)View decision -
Decision Reference DRN-4600045
29 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4600045 The complaint Mr and Mrs M complain that HSBC UK Bank Plc (HSBC) won’t refund them after they were the victims of an investment scam. Mr and Mrs M are being represented by a third-party, but I’ll refer largely to Mr M, for ease of reading and because the interactions with H... (4 pages)View decision -
Decision Reference DRN-3998514
6 Mar 2023 TSB Bank plc Not upheldBanking and PaymentsDRN-3998514 The complaint Miss P complains that TSB Bank plc didn’t treat her fairly when she requested a refund of a payment made with her credit card. What happened Miss P bought a plot in an online property auction in April 2021. She decided after making the successful bid of £2,520 tha... (4 pages)View decision -
Decision Reference DRN4135983
1 Feb 2019 American Express Services Europe Limited Not upheldBanking and creditMr R’s unhappy about the way American Express Services Europe Limited has dealt with him.backgroundMr R says he’s a signatory on an account with another bank in which he can deposit and from which withdraw money. He says he regularly uses this other account to pay off... (2 pages)View decision -
Decision Reference DRN-5422294
15 Aug 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5422294 The complaint Mr G and Mrs M complain Nationwide Building Society unfairly closed their account, wrongly applied a applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against Mr G and withheld funds they were entitled to. What hap... (6 pages)View decision
