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-5649560
30 Sep 2025 The Prudential Assurance Company Limited UpheldInsuranceDRN-5649560 The complaint Mr M complains that the service he has received from Prudential Assurance Company Limited (Prudential) concerning his personal finances has caused him significant distress and inconvenience. What happened In March 2024 Mr M began the process to receive the proc... (4 pages)View decision -
Decision Reference DRN-5833341
30 Sep 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5833341 The complaint R complains that The Royal Bank of Scotland Plc (RBS) restricted its access to funds in a new account while it was waiting to be registered on the Charities Commission register. R is represented in bringing this complaint to us by one of its directors, Mr R. Wh... (5 pages)View decision -
Decision Reference DRN-5594513
30 Sep 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5594513 The complaint Mrs M complains that Barclays Bank UK PLC (‘Barclays’) won’t reimburse the funds she lost when she fell victim to what she now believes to have been an investment scam. Mrs M makes her complaint with the assistance of professional representation, but in the in... (8 pages)View decision -
Decision Reference DRN-5848825
30 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5848825 The complaint Ms D complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the limit. What happened Ms D applied for an Aqua credit card in July 2022. In her application, Ms D said she had an annual incom... (3 pages)View decision -
Decision Reference DRN-5574084
30 Sep 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5574084 The complaint Mr W complains that Barclays Bank UK PLC (‘Barclays’) won’t reimburse the funds he lost when he fell victim to what he now believes to have been an investment scam. Mr W initially made his complaint with the assistance of professional representation, but for r... (8 pages)View decision -
Decision Reference DRN-5808602
30 Sep 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5808602 The complaint F, a company, complains that Metro Bank Plc have declined to reimburse them for funds that they have lost to a scam. They would like the funds returned to them. F is represented by their director, Mr C. What happened Mr C was looking for help with some specia... (3 pages)View decision -
Decision Reference DRN-5822852
30 Sep 2025 Lendable Ltd Not upheldConsumer CreditDRN-5822852 The complaint Mr O has complained that, with regard to a car he acquired using a hire-purchase agreement with Lendable Ltd, trading as Autolend (“Lendable”), following the settlement of the agreement there was a delay in Lendable issuing the clearance letter saying it had no... (2 pages)View decision -
Decision Reference DRN-5477283
30 Sep 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5477283 The complaint Mrs C complains that Barclays Bank UK PLC (‘Barclays’) won’t reimburse the funds she lost when she fell victim to what she now believes to have been an investment scam. Mrs C brings her complaint with the assistance of professional representation, but in the i... (8 pages)View decision -
Decision Reference DRN-5807604
30 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5807604 The complaint Mr C complains HSBC UK Bank Plc didn’t do enough to help get a refund for a transaction paid from his debit card. What happened In October 2025, Mr C paid a company I’ll call “D”, £650 to transport his car. Mr C says D failed to collect or transport his car wi... (3 pages)View decision -
Decision Reference DRN-4939989
30 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4939989 The complaint Ms A complains that HSBC UK Bank Plc hasn’t refunded her for money she paid out of her account when she fell victim to a scam in 2022. What happened Ms A holds a bank account with HSBC. In October 2022, she received a call from someone claiming to be from her b... (4 pages)View decision