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-5839070
7 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5839070 The complaint P, a limited company, complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) did not reimburse the funds it says it lost to a scam. What happened Miss K is the director of P, and for simplicity I will refer to Miss K throughout this decisio... (4 pages)View decision -
Decision Reference DRN-5926713
7 Nov 2025 Granite Finance Ltd UpheldConsumer CreditDRN-5926713 The complaint Mr B is unhappy with how Granite Finance Ltd handled his fixed sum loan agreement account when he entered breathing space, and its decision to cancel a car insurance policy the agreement funded. What happened Around August 2023 Mr B took a fixed sum loan agree... (9 pages)View decision -
Decision Reference DRN-5837818
7 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5837818 The complaint Mr C complains that Barclays Bank UK PLC unfairly defaulted his credit card account and recorded incorrect balances with credit reference agencies (CRAs). What happened Mr C held a credit card account with Barclays. The account was taken out in October 2023. ... (3 pages)View decision -
Decision Reference DRN-5712813
7 Nov 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5712813 The complaint Mr K complains that Vanquis Bank Limited irresponsibly lent to him. Mr K is represented by a solicitor’s firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr K himself. What happe... (3 pages)View decision -
Decision Reference DRN-5824809
7 Nov 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5824809 The complaint Mr and Mrs O complain that HSBC UK Bank Plc hasn’t reimbursed the funds they say were lost to a scam. What happened Mr and Mrs O hold a joint account with HSBC. They say that in 2018 they were introduced to an investment opportunity with a company I’ll call B i... (5 pages)View decision -
Decision Reference DRN-5512107
7 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5512107 The complaint Mr O complains that Monzo Bank Ltd (“Monzo”) won’t refund him the money he lost after he fell victim to an Authorised Push Payment (‘APP’) scam. In bringing the complaint to this service, Mr O is being professionally represented. For ease, I will refer to Mr O... (5 pages)View decision -
Decision Reference DRN-5919985
7 Nov 2025 MetLife Europe d.a.c. Not upheldInsuranceDRN-5919985 The complaint Miss A has complained that MetLife Europe d.a.c. has declined a claim she made under her personal accident policy. What happened The background to this complaint is well known to the parties, so I won’t repeat it again in detail here. In summary Miss A took out... (2 pages)View decision -
Decision Reference DRN-5799635
7 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5799635 The complaint Mrs B complains that Barclays Bank UK PLC did not reimburse the funds she says she lost to a scam. Mrs B has a professional representative, but I will only refer to her throughout this decision for simplicity. What happened Mrs B’s son introduced her to an indi... (3 pages)View decision -
Decision Reference DRN-5706890
7 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5706890 The complaint Mr G complains that Santander UK Plc won’t refund the money he lost to an investment scam. Mr G is represented in this complaint, but I’ll refer to him as it’s his complaint. What happened The detailed background to this complaint is well known to both parties... (4 pages)View decision -
Decision Reference DRN-5933147
7 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5933147 The complaint Mr N complains about the way Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (‘Novuna’) handled his claim for a refund. What happened The background to this complaint is well known by both parties, so I’ll only summarise it here. In July 2024, ... (3 pages)View decision