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 393318 results
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Decision Reference DRN-5629077
30 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5629077 The complaint Mr I complains Lloyds Bank PLC unfairly closed his accounts and wrongly loaded a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against his name. What happened The detailed background to this complaint is well known to bo... (4 pages)View decision -
Decision Reference DRN-5726827
30 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5726827 The complaint Mr A complains Barclays Bank UK PLC (“Barclays”) hasn’t refunded money he said he lost as the result of a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the details here. Mr A told us he was looki... (3 pages)View decision -
Decision Reference DRN-5865761
30 Oct 2025 Federal Capital Limited Not upheldBanking and PaymentsDRN-5865761 The complaint Mr B complains in his capacity of a guarantor for a business loan, that Federal Capital Limited (“FCL”) has acted unfairly and aggressively in pursuing him for repayment of the loan. What happened Mr B is the director of a limited company, which I’ll call C. In... (4 pages)View decision -
Decision Reference DRN-5839279
30 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5839279 The complaint Mr D and Ms H complained because Bank of Scotland plc initially refused to refund them for a transaction they said they hadn’t authorised. It then refunded them. What happened On 7 June 2025, Mr D contacted Bank of Scotland by chat to dispute a payment. It was... (6 pages)View decision -
Decision Reference DRN-5848864
30 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5848864 The complaint Ms M complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”), have failed to refund money that she lost as part of an investment scam. What happened Ms M was introduced by a friend to a company that purported to be an investment firm, but ... (3 pages)View decision -
Decision Reference DRN-5878329
30 Oct 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5878329 The complaint Miss S complains about the service she received as a customer of The Royal Bank of Scotland plc (RBS). What happened Miss S is a customer of RBS, but she received a text message which came from a different branded company within the same group of companies as ... (2 pages)View decision -
Decision Reference DRN-5655672
30 Oct 2025 Admiral Financial Services Limited Not upheldConsumer CreditDRN-5655672 The complaint X complains that Admiral Financial Services Limited trading as Admiral Money has treated them unfairly and has made numerous mistakes in relation to a hire purchase agreement they tried to take out with it. What happened X submitted three applications to Admir... (5 pages)View decision -
Decision Reference DRN-5480801
30 Oct 2025 Equiniti Financial Services Limited Not upheldInvestmentsDRN-5480801 The complaint Miss H complains that Equiniti Financial Services Limited (EFSL) didn’t properly handle a death registration or protect the shares held with it from fraud. Her complaint is brought by her personal representative, Miss B. What happened Miss H held shares joint... (3 pages)View decision -
Decision Reference DRN-5917419
30 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5917419 The complaint Mr S has complained that Santander UK Plc (“Santander”) failed to refund the money he lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. Instead, I will foc... (4 pages)View decision -
Decision Reference DRN-5892871
30 Oct 2025 Close Brothers Limited UpheldConsumer CreditDRN-5892871 The complaint Mr H complains that a car that was supplied to him under a conditional sale agreement with Close Brothers Limited, trading as Close Brothers Motor Finance, wasn’t of satisfactory quality and about a discrepancy with the car’s mileage. What happened I issued a p... (6 pages)View decision