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
-
Decision Reference DRN-5693933
21 Jul 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5693933 The complaint Mrs J’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credi... (10 pages)View decision -
Decision Reference DRN-4860869
27 Jun 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4860869 The complaint Mrs J and Mr J complain that Nationwide Building Society (NWide) won’t refund money they lost in an investment. What happened What Mrs J and Mr J say: In December 2019, Mrs J and Mr J got a call from someone who said they worked for an investment broking firm and ... (4 pages)View decision -
Decision Reference DRN-4096432
15 Jun 2023 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4096432 The complaint Mr B complains that Bank of Scotland plc trading as Halifax didn’t fairly or reasonably deal with his claim under Sections 75 and 140A of the Consumer Credit Act 1974 (CCA) in relation to holiday products he purchased, with his wife, in 2002. The claim, which is t... (5 pages)View decision -
Decision Reference DRN-5319657
3 Mar 2025 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-5319657 The complaint Mr S complains that The Co-operative Bank Plc (the Co-op) has been unable a trace where funds he had held in a two-year fixed rate bond were paid to when it matured in 2016. Mr S is represented in this complaint by a third party - Mrs M. But for ease of readin... (3 pages)View decision -
Decision Reference DRN2532121
26 Mar 2019 Barclays Bank UK PLC Not upheldBanking and creditMr F is unhappy with the way Barclays Bank UK PLC treated him during a branch visit. backgroundMr F visited a Barclays branch on 23 November 2018 to deposit money. Barclays said that as it didn’t hold a telephone number or email address for him, the staff member wa... (2 pages)View decision -
Decision Reference DRN7833732
5 Jan 2021 TSB Bank plc UpheldBanking and creditMr D and Ms J are seeking to recover £8,000 from TSB Bank plc (“TSB”), which was stolen from their account as a result of a third-party scam. TSB says it is not liable for the loss because Mr D unwittingly authorised the payment — and it could not reasonably have intervened or done more th... (4 pages)View decision -
Decision Reference DRN-4492756
29 Dec 2023 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4492756 The complaint Mr and Mrs I complain that Clydesdale Bank Plc trading as Virgin Money didn’t do enough to protect them from the financial harm caused by an investment scam, or to help them recover the money once they’d reported the scam to it. What happened The detailed backgrou... (6 pages)View decision -
Decision Reference DRN-4680731
10 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4680731 The complaint Mr D complains that Monzo Bank Ltd won’t refund him the money he lost after he fell victim to an Authorised Push Payment (APP) scam. What happened The background to this complaint is well known to both parties so I won’t repeat it all in detail here. But in su... (4 pages)View decision -
Decision Reference DRN-4874453
8 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4874453 The complaint Mr W complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money he lost to a job scam. He’s being represented. To keep things simple, I’ll refer to Mr W throughout this decision. What happened The background to this complaint is known to both parties, so... (3 pages)View decision -
Decision Reference DRN-5889315
5 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5889315 The complaint Ms F is unhappy that Santander UK Plc hasn’t refunded payments she made after falling victim to a purchase scam. What happened In summary, Ms F was looking to book a holiday and contacted what she believed was a legitimate company online. Between 14 and 19 Feb... (3 pages)View decision
