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
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Decision Reference DRN-5482121
18 Sep 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5482121 The complaint Mr P’s complaint is about problems he’s had with a car Moneybarn No. 1 Limited supplied to him under a conditional sale agreement. What happened Mr P entered into a conditional sale agreement with Moneybarn so he could get a car from a dealer “M”. The car was a... (3 pages)View decision -
Decision Reference DRN-5824945
18 Sep 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5824945 The complaint Mr G, Mr G, Mr G and Miss W complain that Barclays Bank UK PLC made errors when they applied for additional borrowing and new interest rate products for three buy to let mortgages. I’ll refer to Mr G, Mr G, Mr G and Miss W together as the borrowers. One of the ... (4 pages)View decision -
Decision Reference DRN-5824980
18 Sep 2025 Santander UK Plc UpheldMortgagesDRN-5824980 The complaint Miss E complains about the way that Santander UK Plc has administered her mortgage. What happened In 2005, Miss E took out an interest only mortgage with Abbey. Abbey is now called Santander and for ease I will refer to Santander throughout this decision. The m... (5 pages)View decision -
Decision Reference DRN-5637020
18 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5637020 The complaint Mr A complains that HSBC UK Bank Plc trading as First Direct unfairly defaulted and closed his credit card account. What happened Mr A initially took out a credit card account with First Direct in August 2023. He stopped making the monthly minimum repayments t... (3 pages)View decision -
Decision Reference DRN-5825402
18 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5825402 The complaint Miss K complains about how NewDay trading as John Lewis Partnership Card (“NewDay”) dealt with her claim for a refund through a chargeback claim and under Section 75 (‘S.75’) of the Consumer Credit Act 1974 (‘CCA’). What happened Miss K used her NewDay credit ... (3 pages)View decision -
Decision Reference DRN-5331103
18 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5331103 The complaint Mrs S complain Barclays Bank UK Plc (“Barclays”) won’t refund the money she said she lost to a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the details here. Mrs S made four payments totalling £... (3 pages)View decision -
Decision Reference DRN-5326427
18 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5326427 The complaint Mr D complains that Monzo Bank Ltd won’t reimburse him with money he lost to a scam. Mr D has brought his complaint with the assistance of a professional representative. For ease, I’ll refer to their submissions as being from Mr D. What happened In June 2024 Mr... (3 pages)View decision -
Decision Reference DRN-5273131
18 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5273131 The complaint Mr C complains that Barclays Bank UK PLC (“Barclays”) have declined to reimburse losses he has incurred as result of a scam. What happened The background to this complaint is well known to both parties so I won’t repeat it in detail here. But, I understand it ... (4 pages)View decision -
Decision Reference DRN-5326218
18 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5326218 The complaint Mr S complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) won’t reimburse him the money he lost to a scam. Mr S has brought his complaint with the assistance of a professional representative. For ease I’ll refer to their submissions as be... (3 pages)View decision -
Decision Reference DRN-5313494
18 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5313494 The complaint D complains HSBC UK Bank Plc won’t reimburse £25,500 it lost to an investment opportunity that it now considers to be an Authorised Push Payment (APP) scam. While this complaint concerns D’s complaint and loss of funds, throughout this decision I will refer to... (6 pages)View decision