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 369227 results
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Decision Reference DRN-5469138
19 Jun 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5469138 The complaint Mr E is unhappy with the way Clydesdale Financial Services Limited trading as Barclays Partner Finance (BPF) dealt with a request for information on one of his loan accounts and subsequently the incorrect information he was given about one of his other accounts... (2 pages)View decision -
Decision Reference DRN-5547025
19 Jun 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5547025 The complaint Ms Y complains that TSB Bank plc hasn’t treated her fairly after she was incorrectly charged by an online merchant. What happened Ms Y used her card to buy a low value item online in September 2024. She then saw the merchant had charged her card additional time... (3 pages)View decision -
Decision Reference DRN-5599930
19 Jun 2025 Topaz Finance Limited Not upheldMortgagesDRN-5599930 The complaint Mr O’s complaint is about a buy-to-let (BTL) mortgage, originally taken out in 2008 with another lender, but transferred to Topaz Finance Limited trading as Siberite Mortgages in 2019. Mr O says that the valuation of the property carried out in May 2007 was ne... (3 pages)View decision -
Decision Reference DRN-5321552
19 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5321552 The complaint Mr S complains that Monzo Bank Ltd won’t refund the money he lost when he fell victim to a scam. Mr S has been represented in his complaint by a firm of solicitors. What happened The parties are familiar with the background to this complaint, so I won’t set it ... (4 pages)View decision -
Decision Reference DRN-5118362
19 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5118362 The complaint Miss C complains that Bank of Scotland plc trading as Halifax won’t refund money she lost when she fell victim to a scam. What happened The background of this complaint is well known to both parties so I’ll only refer to the key events here. Miss C fell victim... (3 pages)View decision -
Decision Reference DRN-4949825
19 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4949825 The complaint Mr N is unhappy that Barclays Bank UK PLC (“Barclays”) 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 in det... (3 pages)View decision -
Decision Reference DRN-5391376
19 Jun 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5391376 The complaint Mrs W complains Vanquis Bank Limited unfairly restricted and closed her credit card account. What happened Mrs W held a Vanquis credit card account. Two electronic payments were made towards the account on 12 July 2024 and 20 July 2024. Both payments resulted ... (3 pages)View decision -
Decision Reference DRN-4922842
19 Jun 2025 Zurich Assurance Ltd UpheldInsuranceDRN-4922842 The complaint Mrs D and Mr D as trustees of the D Trust complain about Zurich Assurance Ltd’s review of their whole of life policy and its decision to require significant increases in the premium or reduction in sum assured. What happened Mrs D took out a reviewable whole of... (4 pages)View decision -
Decision Reference DRN-5274177
19 Jun 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5274177 The complaint Miss H, on behalf of her company (which I’ll refer to as “G”), complains Starling Bank Limited (Starling) failed to help get a refund for poor-quality rented accommodation. What happened On 19 April 2023, Miss H paid around £1,600 from G’s business account to r... (2 pages)View decision -
Decision Reference DRN-5488575
19 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5488575 The complaint Mr A complains that Lloyds Bank PLC (“Lloyds”) won’t refund in full money he lost after he was scammed. Mr A is being represented by solicitors in this complaint. What happened In the summer of 2022, Mr A fell victim to a cryptocurrency investment scam. He be... (3 pages)View decision
