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 400695 results
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Decision Reference DRN-5431245
13 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5431245 The complaint Mr O complains that Monzo Bank Ltd unfairly loaded a marker about him at Cifas, the national fraud database and closed his account. To put things right he wants Monzo to remove the marker. What happened Mr O had an account with Monzo. Mr O has explained that ... (4 pages)View decision -
Decision Reference DRN-5947766
13 Nov 2025 Ferrari Financial Services GmbH Not upheldConsumer CreditDRN-5947766 The complaint Mr C complains about the quality of a car he was supplied by Ferrari Financial Services GmbH (“Ferrari”). What happened Mr C was supplied with a used car through a hire purchase agreement with Ferrari in March 2024. The car was around nine years old when suppli... (4 pages)View decision -
Decision Reference DRN-5947039
13 Nov 2025 Vitality Health Limited Not upheldInsuranceDRN-5947039 The complaint Mr C and Mr W complain because Vitality Health Limited hasn’t paid the full amount of a claim under their private medical insurance policy. What happened Mr C and Mr W were insured under a private medical insurance policy. Vitality authorised medical treatment ... (2 pages)View decision -
Decision Reference DRN-5793525
13 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5793525 The complaint Mr R complains Barclays Bank UK PLC unfairly restricted his account and then closed it without providing a clear explanation. What happened In early October 2024 Mr R received funds from Student Loan England. Barclays restricted the account when Mr R received ... (3 pages)View decision -
Decision Reference DRN-5778171
13 Nov 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5778171 The complaint Mr R complained about the way Clydesdale Financial Services Limited trading as Barclays Partner Finance (BPF) dealt with a claim for money for goods and services that he bought using a fixed sum loan agreement. What happened The events surrounding this complai... (5 pages)View decision -
Decision Reference DRN-5782747
13 Nov 2025 Bamboo Limited Not upheldConsumer CreditDRN-5782747 The complaint Mr J complains about a Continuous Payment Authority (‘CPA’) set up in respect of a fixed- sum loan agreement he took out with Bamboo Limited (‘BL’). What happened The parties are familiar with the background details of this complaint – so I will briefly summari... (3 pages)View decision -
Decision Reference DRN-5648298
13 Nov 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5648298 The complaint Miss M has complained that HSBC UK Bank Plc caused her distress and inconvenience during its disputed transactions investigation. What happened As all parties are aware of the full complaint details, and they are not in dispute, I will only include a summary he... (2 pages)View decision -
Decision Reference DRN-5672348
13 Nov 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5672348 The complaint Miss P complains that TSB Bank plc restricted and then closed her account without good reason. She complains too that it has registered her details with CIFAS, the UK’s main fraud prevention agency. What happened Miss P held a Cash Account with TSB. In early De... (2 pages)View decision -
Decision Reference DRN-5857289
13 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5857289 The complaint Ms B is unhappy that HSBC UK Bank Plc (“HSBC”) won't reimburse her in full for the money she lost to a scam. What happened In April 2025, Ms B came across a post on a social media marketplace for a camera. She contacted the seller and sent £115 from her a... (4 pages)View decision -
Decision Reference DRN-5859670
13 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5859670 The complaint Miss M complains that Barclays Bank UK PLC (“Barclays”) won’t refund payments she made as part 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 in summary, I understand it to be as... (4 pages)View decision