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 DRN5280675
30 Aug 2019 National Westminster Bank Plc Not upheldBanking and creditMr and Mrs I complain that the service they received from the National Westminster Bank Plc (NatWest), when they provided an instruction regarding the transfer of monies to a third party, was poor, and directly led to them incurring costs of £840.backgroundOn Saturday 27 January 2018 Mr an... (2 pages)View decision -
Decision Reference DRN-5253688
4 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5253688 The complaint Mr A complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost to a job scam. What happened The events leading up to this complaint are known to both parties. I won’t repeat all the details here. In summary, Mr A says that in January 2024 he was ... (4 pages)View decision -
Decision Reference DRN-5771290
2 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5771290 The complaint Mr W complains about unrecognised payments from his Santander UK Plc account. What happened Mr W deposited £85,000 into his account in November 2017. He says the funds were from the sale of a property. Around September 2023, following receipt of his account sta... (3 pages)View decision -
Decision Reference DRN2560793
17 Sep 2013 Milsted Langdon Financial Services Limited UpheldInvestment and pensionsComplaintMs C has complained that the advice she received from Milsted Langdon Financial Services Limited to transfer her additional voluntary contribution (AVC) provisions away from her employer’s in-house arrangement. Ms C has complained that the advice she received was unsuited to h... (4 pages)View decision -
Decision Reference DRN5127852
29 Mar 2021 HSBC UK Bank Plc UpheldBanking and creditComplaint Mr D complains HSBC UK Bank Plc failed to protect him from falling victim to a scam. He wants HSBC to refund him a payment he made out of his account. Background Mr D fell victim to scam. He wanted to purchase a car for his daughter. Here is what he says happened: -He saw an adve... (5 pages)View decision -
Decision Reference DRN9205093
9 Aug 2017 Barclays Bank Plc Not upheldBanking and creditMr G complains that he’s been the victim of fraud and Barclays Bank Plc won’t refund his money. He also says that his claim under chargeback protection was unsuccessful.backgroundMr G says in January 2011 he made two payments to a third party for timeshare service... (2 pages)View decision -
Decision Reference DRN-4722823
9 Aug 2024 Zopa Bank Limited UpheldConsumer CreditDRN-4722823 The complaint Mr D complains about the quality of a car he has been financing through an agreement with Zopa Bank Limited (Zopa). What happened Mr D took receipt of a used car in April 2023. The car was about nine years old and had already completed about 95,000 miles. Mr D ... (3 pages)View decision -
Decision Reference DRN7574804
4 Feb 2019 TSB Bank plc Not upheldBanking and creditMr J complains that TSB Bank plc left him without access to his funds when it cancelled his debit card in error. And that a transaction made with his replacement card was declined. He says he was unable to go on holiday and, as a result, lost a £200 deposit. Mr J ... (4 pages)View decision -
Decision Reference DRN-2906640
9 Nov 2021 JAJA FINANCE LTD UpheldBanking and PaymentsDRN-2906640 The complaint Mr H complains about JAJA Finance Ltd’s (JFL) refusal to give him the refund he has requested. What happened In brief Mr H’s stance is that in January 2019 he used his credit card provided by JFL to pay a deposit on a second-hand car. He paid the balance via part... (4 pages)View decision -
Decision Reference DRN-2064112
30 Nov 2020 Clydesdale Bank Plc Not upheldMortgagesDRN-2064112 The complaint This complaint is about a buy-to-let (“BTL”) mortgage Miss L had with Clydesdale Bank Plc. The main issues Miss L has raised are, in summary: 1. She was expected to meet the bank’s lending criteria initially, and was later asked to increase her deposit prior to se... (6 pages)View decision
