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-5786698
4 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5786698 The complaint Ms G complains that HSBC UK Bank Plc won’t refund money she lost when she was a victim of an investment scam. Ms G is represented by a firm I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refer... (12 pages)View decision -
Decision Reference DRN-5600068
4 Sep 2025 Bank of Scotland Plc Not upheldConsumer CreditDRN-5600068 The complaint Mr W complains that Bank of Scotland plc trading as Halifax was irresponsible in its lending to him and hasn’t done enough to rectify this. He wants his loan written off, additional compensation and a reassessment of his repayment plan. What happened Mr W was p... (3 pages)View decision -
Decision Reference DRN-5451244
4 Sep 2025 Bank of Scotland Plc UpheldMortgagesDRN-5451244 The complaint Ms C complains that Bank of Scotland plc trading as Halifax (Halifax) gave her incorrect information in relation to the amount of overpayments on her mortgage account which were available to her as advances if she wanted to underpay in future. What happened On ... (5 pages)View decision -
Decision Reference DRN-5359563
4 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5359563 The complaint Miss R complains that Barclays Bank UK PLC won’t refund the money she lost when she was the victim of a scam. What happened In September 2024, Miss R was looking to buy flight tickets and was contacted by someone who said they worked for a well-known online tr... (3 pages)View decision -
Decision Reference DRN-5796473
4 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5796473 The complaint Mr A complains that Nationwide Building Society won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In mid-2020, Mr A says a friend of his told him about an opportunity to invest in a company which leased cars. He w... (4 pages)View decision -
Decision Reference DRN-5796470
4 Sep 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5796470 The complaint Mr S complains that The Royal Bank of Scotland plc (RBS) didn’t properly consider new evidence he gave it about a complaint it had previously looked at. What happened In April 2023, Mr S was looking for legal assistance and made a number of payments to a legal... (4 pages)View decision -
Decision Reference DRN-5680386
4 Sep 2025 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-5680386 Complaint Mrs E has complained about a credit card Jaja Finance Ltd (trading as “Asda Money” Credit Card) provided to her. She says the credit card was irresponsibly provided as it was unaffordable for her. Background Asda Money provided Mrs E with a credit card with a limi... (3 pages)View decision -
Decision Reference DRN-5618072
3 Sep 2025 Financial Management Bureau Limited Not upheldInsuranceDRN-5618072 The complaint Ms W, as trustee of the Trust held by her late father, Mr D, complains that Financial Management Bureau (‘FMB’) Limited was partially responsible for allowing Mr D’s reviewable whole of life policy to lapse without making reasonable efforts to contact Ms W or h... (6 pages)View decision -
Decision Reference DRN-5729556
3 Sep 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5729556 The complaint Mrs S complains that a conditional sale agreement with Santander Consumer (UK) plc, trading as Santander Consumer Finance, under which a car was supplied to her, wasn’t affordable for her. Her husband is also involved in her complaint. What happened A used car ... (4 pages)View decision -
Decision Reference DRN-5313250
3 Sep 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5313250 The complaint Miss W complains The Co-operative Bank Plc closed her account and delayed releasing her money. What happened Miss W held several accounts with The Co-operative Bank. In October 2023, Miss W’s accounts were blocked while The Co-operative Bank carried out a revie... (2 pages)View decision