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 401363 results
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Decision Reference DRN-5718438
16 Dec 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5718438 The complaint Mr D is complaining that J.P. Morgan Europe Limited trading as Chase (“Chase”) won’t refund the payment he made to a scam. Mr D is professionally represented in bringing his complaint, but for ease of reading, I’ll refer to all submissions as being made by Mr ... (5 pages)View decision -
Decision Reference DRN-5922859
16 Dec 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5922859 The complaint Miss G complains that Nationwide Building Society (“NBS”) sent her a Verbal Abuse and Behaviour (VAB) warning letter following a visit to one of its branches. What happened On 21 February 2025 Miss G attended a branch of NBS at around 4.15pm – the branch clos... (3 pages)View decision -
Decision Reference DRN-5740754
16 Dec 2025 Barclays Bank UK PLC UpheldConsumer CreditDRN-5740754 The complaint Mrs O complains that Barclays Bank UK PLC trading as Tesco Bank irresponsibly provided her with two unaffordable loans. What happened Mrs O was provided with the following loans by Tesco Bank. I’ve rounded values in some instances for ease: Loan Date Capital a... (3 pages)View decision -
Decision Reference DRN-5819816
16 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5819816 The complaint Mrs T complains about Barclays Bank UK PLC. She says that she has been the victim of an investment scam and would like Barclays to refund her the money she has lost as a result. What happened Mrs T‘s husband was introduced to an investment opportunity, ‘Q’, b... (2 pages)View decision -
Decision Reference DRN-5942047
16 Dec 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5942047 The complaint Mr R complains that Motability Operations Limited (Motability) unfairly required his vehicle to be fitted with a tracker. And about the poor customer service when dealing with this issue. He would like the tracker requirement removed, an apology and compensatio... (2 pages)View decision -
Decision Reference DRN-6022999
16 Dec 2025 Secure Trust Bank Public Limited Company UpheldBanking and PaymentsDRN-6022999 The complaint Mr G complains that due to errors by Secure Trust Bank Public Limited Company, his application for a one-year fixed rate bond expired and he lost the opportunity to invest at a competitive interest rate. What happened Mr G’s previous investment with Secure Trus... (2 pages)View decision -
Decision Reference DRN-5819809
16 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5819809 The complaint Mr K complains about Barclays Bank UK PLC. He says that he has been the victim of an investment scam and would like Barclays to refund him the money he has lost as a result. What happened Mr K was introduced to an investment opportunity, ‘Q’, based in Singapo... (3 pages)View decision -
Decision Reference DRN-6013551
16 Dec 2025 JAMES HAY ADMINISTRATION COMPANY LIMITED Not upheldPensions and AnnuitiesDRN-6013551 The complaint Mrs M’s complaint is about her Self-Invested Personal Pension’s (‘SIPP’s’) commercial property investment (the ‘property’). The SIPP is administered by JAMES HAY ADMINISTRATION COMPANY LIMITED trading as James Hay Partnership (‘JHP’). She alleges failures by JH... (10 pages)View decision -
Decision Reference DRN-5908867
16 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5908867 The complaint Mr K complains that Bank of Scotland plc trading as Halifax (“Halifax”) wrote to him threatening to block his account as it considered it a ‘Dormant Account’ due to inactivity despite there being numerous transactions on the account in the past year. Mr K belie... (4 pages)View decision -
Decision Reference DRN-5867554
16 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5867554 The complaint Mrs H complained that Santander UK Plc provided her with an overdraft, and increased the limit, despite her low income and high external debt. What happened Santander gave Mrs H an overdraft limit of £350 in January 2023. For the purposes of this complaint, I... (4 pages)View decision