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 400694 results
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Decision Reference DRN-6007009
8 Apr 2026 Teya Solutions Ltd. UpheldBanking and PaymentsDRN-6007009 The complaint A company, which I’ll refer to as D, complains that following the transfer of its merchant acquiring services from another provider to Teya Solutions Limited (Teya), they failed to update its bank account details so that D could receive transaction settlements.... (3 pages)View decision -
Decision Reference DRN-6010094
8 Apr 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6010094 The complaint Mr O is unhappy Lloyds Bank Plc (“Lloyds”) has declined to reimburse him in full after he fell victim to a visa scam. What happened In 2023, Mr O fell victim to a scam. He was looking to obtain a ‘certificate of sponsorship’ visa for his brother when he found t... (5 pages)View decision -
Decision Reference DRN-6239228
8 Apr 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-6239228 The complaint Mr H complains that an overseas payment was returned to his account with TSB Bank plc and that, because of exchange rate changes, he has lost just over £880. What happened On 4 September 2025 Mr H made an online payment to his brother’s account in the USA. He w... (2 pages)View decision -
Decision Reference DRN-6048670
8 Apr 2026 Barclays Bank UK PLC Not upheldMortgagesDRN-6048670 The complaint Ms P complains that Barclays Bank UK PLC failed to offer support with her mortgage. She said it didn’t take her vulnerabilities and circumstances into account. Ms P asks for a review of how Barclays dealt with her account, and for appropriate redress. What happ... (3 pages)View decision -
Decision Reference DRN-6076606
8 Apr 2026 Covea Insurance plc Not upheldInsuranceDRN-6076606 The complaint Mrs H complains that Covea Insurance plc caused delays in settling her claim made on her motor insurance policy. She wants it to settle her claim and pay her compensation. What happened Mrs H was involved in an accident, and she made a claim to Covea. Her car ... (3 pages)View decision -
Decision Reference DRN-6017072
8 Apr 2026 U K Insurance Limited Not upheldInsuranceDRN-6017072 The complaint Miss W complains about the decision of U K Insurance Limited trading as Direct Line (‘UKI’) to repudiate her home insurance claim. UKI are the underwriters (insurers) of this policy. Any reference to them in this decision can be interpreted as covering the act... (4 pages)View decision -
Decision Reference DRN-6086694
8 Apr 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6086694 The complaint Mrs G’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 them under Section 140A of the Consumer Cr... (16 pages)View decision -
Decision Reference DRN-6242110
8 Apr 2026 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-6242110 The complaint Miss T has complained that Scottish Equitable Plc trading as AEGON gave her wrong information about options available on taking serious ill health retirement benefits from her pension plan and then took too long to pay these pension benefits to her. What happe... (7 pages)View decision -
Decision Reference DRN-6272550
8 Apr 2026 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-6272550 The complaint Miss J complains that Prepay Technologies Ltd (“Prepay Technologies”) won’t refund the money she lost to a scam. Miss J opened an account with Monese. Monese acts as an agent of Prepay Technologies Ltd. I’ll generally refer to Miss J and Prepay Technologies in ... (3 pages)View decision -
Decision Reference DRN-6020972
8 Apr 2026 Secure Trust Bank Public Limited Company Not upheldConsumer CreditDRN-6020972 The complaint Secure Trust Bank Public Limited Company (‘Secure Trust’) provided Mr H with a finance agreement for a used car. He says the finance was provided irresponsibly and he couldn’t afford to repay it sustainably. What happened In January 2020, Mr H was accepted for... (2 pages)View decision