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-4515526
22 Jan 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4515526 The complaint Ms S complains that Barclays Bank UK PLC (“Barclays”) won’t refund money she lost when she fell victim to an investment recovery scam. What happened Ms S fell victim to an investment scam in 2017. In 2020, she was approached by a company “R” who offered its servic... (4 pages)View decision -
Decision Reference DRN9548262
1 Dec 2015 Lloyds Bank PLC Not upheldBanking and creditMr K complains that Lloyds Bank plc (“Lloyds”) has applied unfair charges to his account. backgroundMr K’s current account was overdrawn by just under £70 in September 2007. Lloyds applied various interest and bank charges to his account.Mr K paid £30 in to his account... (2 pages)View decision -
Decision Reference DRN-4767054
2 May 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4767054 The complaint Mr S complains that TSB Bank plc spoiled/lost his cheques, and they did not pay his father’s expenses. Mr S is represented by his father in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments he has made as being made by Mr ... (3 pages)View decision -
Decision Reference DRN-4013704
5 Jul 2023 Quilter Financial Services Ltd Not upheldInvestmentsDRN-4013704 The complaint Mrs A has complained that her adviser at Quilter Financial Services Limited (‘Quilter’) has coerced her into making payments and money has been taken from her bank account without her permission. Mrs A says the investments have performed badly and she has suffered... (4 pages)View decision -
Decision Reference DRN-2808045
23 Feb 2022 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2808045 The complaint Ms M complains that Barclays Bank UK PLC (Barclays) failed to refund transactions she didn’t recognise. What happened On 9 June 2020 Ms M reported disputed transactions on her account from 7 and 8 June 2020. The disputed transactions related to two betting compani... (4 pages)View decision -
Decision Reference DRN-4453685
15 Nov 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4453685 The complaint Mr W complains that Lloyds Bank PLC has refused to refund the money he lost as a result of an authorised push payment (APP) scam. What happened Mr W invested £6,878 in a company (G) that he had found via a Facebook advert. He set up an account with a cryptocurrenc... (3 pages)View decision -
Decision Reference DRN-4666571
4 Nov 2024 FCE Bank Plc UpheldConsumer CreditDRN-4666571 The complaint Mr G complains about a car he acquired with credit provided by FCE Bank Plc, trading as Ford Credit. What happened In January 2022 Mr G entered into a regulated hire purchase agreement with Ford Credit in relation to a new car. The car’s cash price was £50,379.... (4 pages)View decision -
Decision Reference DRN-4487570
30 Nov 2023 National Westminster Bank Plc Not upheldConsumer CreditDRN-4487570 The complaint Miss C complains that National Westminster Bank Plc (NatWest) was irresponsible to lend to her on several occasions. What happened NatWest agreed five loans for Miss C between October 2017 and May 2022. I’ve summarised some of the information it provided about the... (6 pages)View decision -
Decision Reference DRN-3300639
18 Jul 2022 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-3300639 The complaint Mr S is unhappy that Clydesdale Bank plc (trading as Virgin Money) will not refund him for a hotel booking he made using his credit card. What happened Mr S used his Virgin Money card to pay the deposit for a hotel room in the USA. However, due to the Covid-19 pan... (4 pages)View decision -
Decision Reference DRN-5411964
3 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5411964 The complaint Mr B is seeking to recover £17,706 from Santander UK Plc (“Santander”), payments he made from his bank account as a result of a third-party scam. What happened I’m not going to cover all the points raised in detail. The view of 29 January 2025 covered the detai... (5 pages)View decision
