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 392389 results
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Decision Reference DRN-5918399
7 Nov 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5918399 The complaint Mrs C is unhappy that Vanquis Bank Limited didn’t put her credit card account on hold when she asked. What happened Mrs C took out a credit card with Vanquis around October 2023. Later the same month, Mrs C says Vanquis gave her details about a third party’s a... (2 pages)View decision -
Decision Reference DRN-5934589
7 Nov 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5934589 The complaint Mr B complains Starling Bank Limited won’t refund the money he says he lost to a scam. What happened Mr B says he was introduced to C via a deal sourcing company (F). He saw an advert for property development investments they were offering and responded. In bri... (6 pages)View decision -
Decision Reference DRN-5892368
7 Nov 2025 Aon UK Limited Not upheldPensions and AnnuitiesDRN-5892368 The complaint Mr S complains that Aon UK Limited (AON) (previously Hewitt) mis-sold and mismanaged his Group Personal Pension (GPP). He says it did not explain the lifestyling option to him properly and it was too high risk. He says this caused him to lose £80,000 and he hol... (5 pages)View decision -
Decision Reference DRN-5836719
7 Nov 2025 Black Horse Limited Not upheldConsumer CreditDRN-5836719 The complaint Mrs R complains that a finance agreement she has with Black Horse Ltd (Black Horse) was mis-sold to her. What happened Mrs R took receipt of a used car in May 2023. She financed the deal through a hire purchase agreement with Black Horse. She later enquired abo... (2 pages)View decision -
Decision Reference DRN-5791189
7 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5791189 The complaint Mr J is unhappy with the exchange rate provided by HSBC UK Bank Plc trading as First Direct (‘First Direct’) for an incoming international payment. He thinks the margin included in this rate is excessive and it should have been disclosed to him beforehand. What... (3 pages)View decision -
Decision Reference DRN-5645769
7 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5645769 The complaint Mr O complains that Bank of Scotland plc (‘BoS’) won’t reimburse the funds he lost when he says he fell victim to a scam. What happened Mr O says that in November 2024 tradesmen from a firm I’ll call K knocked on his door and offered to complete work on his dri... (3 pages)View decision -
Decision Reference DRN-5579011
7 Nov 2025 ClearBank Limited Not upheldBanking and PaymentsDRN-5579011 The complaint Mrs H, complaining on behalf of her business S, complains that Tide Platform Ltd (Tide) declined to reimburse £3401.99 that she paid after falling victim to a scam on 22 October 2024. I was sorry to hear of Mrs H’s experience and that she has needed to contact ... (4 pages)View decision -
Decision Reference DRN-5925442
7 Nov 2025 Coutts & Company Not upheldPensions and AnnuitiesDRN-5925442 The complaint Mr B’s complaint is about pensions he transferred from Scottish Widows (‘SW’) and Fidelity to Coutts & Company. He says disinvestment of the pensions, the time taken in the transfer process and, potentially, the involvement of a third-party on Coutts’ side ... (5 pages)View decision -
Decision Reference DRN-5805139
7 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5805139 The complaint Mrs D complains Barclays Bank UK PLC wrongly closed her accounts and transferred funds out. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. On 22 October 2019 Barclays received notif... (3 pages)View decision -
Decision Reference DRN-5914533
7 Nov 2025 The Royal Bank of Scotland Plc Not upheldMortgagesDRN-5914533 The complaint Mr and Mrs S complain that The Royal Bank of Scotland Plc didn’t treat them fairly when they put forward proposals to repay their mortgage balance. What happened The term of Mr and Mrs S’s mortgage expired in 2018 with an unpaid balance. In early 2025 RBS issue... (2 pages)View decision