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
-
Decision Reference DRN-5382903
13 Oct 2025 Cambridge Building Society Not upheldMortgagesDRN-5382903 The complaint Mr M and Mr T have complained about the valuation that was carried out on their property when they applied for some additional mortgage borrowing with Cambridge Building Society. They don’t think the valuation was accurate and are unhappy with what happened whe... (6 pages)View decision -
Decision Reference DRN-5511997
13 Oct 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5511997 The complaint S, a limited company, has complained The Royal Bank of Scotland plc did nothing to stop four payments being made by the business to fraudsters. What happened S is a limited company with two directors, Mr A and Mr W. Mr A, along with professional representatives... (4 pages)View decision -
Decision Reference DRN-5735033
13 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5735033 The complaint Miss D complains that Barclays Bank UK PLC trading as Barclaycard irresponsibly lent to her. What happened Miss D had a Barclaycard credit card with a £3,100 credit limit. Barclaycard increased the credit limit to £5,100 in April 2023. Miss D says that this cre... (3 pages)View decision -
Decision Reference DRN-5580088
13 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5580088 The complaint Miss Z complains Revolut Ltd (“Revolut”) hasn’t refunded funds she says she 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. Miss Z said she was looking to ... (3 pages)View decision -
Decision Reference DRN-5843136
13 Oct 2025 Watford Insurance Company Europe Limited Not upheldInsuranceDRN-5843136 The complaint Mrs P complains that Watford Insurance Company Europe Limited declined a claim on her pet insurance policy. What happened Mrs P decided to have her dog spayed. There were problems during the operation which led to her dog suffering an injury. She needed extensi... (2 pages)View decision -
Decision Reference DRN-5876803
13 Oct 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5876803 The complaint Ms C complains that Revolut Ltd won’t refund her the money she lost in an impersonation scam. What happened The circumstances surrounding this complaint are well-known to both parties, so I’ve summarised what I consider to be the key points. On 12 December 20... (5 pages)View decision -
Decision Reference DRN-5769461
13 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5769461 The complaint Mr M acting through his attorneys complains that Barclays Bank UK PLC didn’t register his son as his attorney for over a year meaning only his daughter was able to act on his behalf causing very considerable distress and inconvenience. What happened Mr M and hi... (2 pages)View decision -
Decision Reference DRN-5746806
13 Oct 2025 Gatehouse Bank Plc Not upheldBanking and PaymentsDRN-5746806 The complaint Miss A complains that Gatehouse Bank Plc failed in its duty to notify her of the incorrect profit information it had published, and denied her the ability to make an informed choice. What happened In March 2024, Miss A applied for a Regular Saver account with ... (3 pages)View decision -
Decision Reference DRN-5735205
13 Oct 2025 FirstRand Bank Limited UpheldConsumer CreditDRN-5735205 The complaint With the help of a professional representative (PR), Mrs M complains that FirstRand Bank Limited trading as Motonovo Finance lent to her irresponsibly. For ease, I’ll refer to the actions of the PR as being those of Mrs M. What happened Mrs M entered into a hir... (3 pages)View decision -
Decision Reference DRN-5877362
13 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5877362 The complaint Mrs W complains that HSBC UK Bank Plc won’t provide her with a refund after she became victim of a cryptocurrency investment scam. Mrs W was initially represented in this complaint, but I’ll refer to her as it’s her complaint. What happened The detailed backgr... (5 pages)View decision