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-4146442
22 May 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4146442 The complaint Mr C has complained, via a representative, that Barclays Bank UK PLC (“Barclays”) failed to act on a signed third-party authorisation (TPA) letter sent in August 2019, which allowed the representative to act on behalf of Mr C, pending a Lasting Power of Attorney (... (5 pages)View decision -
Decision Reference DRN-3858724
17 Apr 2023 Barclays Bank UK PLC UpheldMortgagesDRN-3858724 The complaint Mr and Mrs W have complained about how Barclays Bank UK Plc (“Barclays”) has handled arrears on their mortgage and mortgage current account (“MCA”). What happened Mr and Mrs W have previously complained to this service and a final decision was issued on 29 Februar... (4 pages)View decision -
Decision Reference DRN-5049870
28 Sep 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5049870 The complaint U complain HSBC UK Bank Plc (“HSBC”) restricted their business account and withheld their funds causing significant financial loss, inconvenience, and loss of reputation. What happened The details of this complaint are well known by both parties, so I won’t rep... (7 pages)View decision -
Decision Reference DRN-5053155
2 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5053155 The complaint Mrs W complains that Lloyds Bank PLC (Lloyds) is refusing to refund her the total amount she lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mrs W... (3 pages)View decision -
Decision Reference DRN-5590006
24 Oct 2025 Black Horse Limited Not upheldConsumer CreditDRN-5590006 The complaint Ms D, who is represented by a third party, complains that Black Horse Limited (‘Black Horse’) irresponsibly granted her a hire purchase agreement she couldn’t afford to repay. What happened In February 2021, Ms D acquired a used car financed by a hire purchase... (2 pages)View decision -
Decision Reference DRN8457395
25 Jan 2021 BMW Financial Services (GB) Limited Not upheldBanking and creditMr S complains about a hire purchase agreement that was taken out in his name with BMW Financial Services (GB) Limited. Mr S is represented in his complaint by his accountant who I will call “Mr C”. background I set out the background of Mr S’s complaint in the provisional decision I issue... (7 pages)View decision -
Decision Reference DRN-4978281
3 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4978281 The complaint Mrs M complains that Revolut Ltd has declined to reimburse payments she made as part of a scam. What happened While Mrs M has a representative in bringing this complaint – for simplicity I’ll refer to Mrs M in relation to comments made by her and on her behalf.... (3 pages)View decision -
Decision Reference DRN-4201407
20 Jun 2023 Barclays Bank UK PLC UpheldInvestmentsDRN-4201407 The complaint Mr S complains that Barclays Bank UK PLC gave him unsuitable investment advice. He says he was recommended to invest £100,000 in a medium risk investment and he should have only invested £50,000 in a low-risk investment or account. The complaint is brought on his ... (4 pages)View decision -
Decision Reference DRN-4665773
28 Mar 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4665773 The complaint Mr M complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to both ... (4 pages)View decision -
Decision Reference DRN-4523358
27 Dec 2023 Revolut Ltd Not upheldBanking and PaymentsDRN-4523358 The complaint Miss O complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by an investment scam company, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well kno... (4 pages)View decision
