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-5853296
10 Oct 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5853296 The complaint Mr V complains TSB Bank plc isn’t helping him despite the fact that he’s not been able to receive one-time passcodes since 28 February 2025. What happened Mr V has an account with TSB and has done so for almost 13 years. Mr V says he’s been living abroad for at... (3 pages)View decision -
Decision Reference DRN-5622271
10 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5622271 The complaint Miss S complains that Barclays Bank UK PLC failed to fulfil its obligations in relation to unusual and suspicious activity on her account. Miss S says the bank failed to prevent her being a victim of blackmail and coercive control for a prolonged period. What h... (3 pages)View decision -
Decision Reference DRN-5851965
10 Oct 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5851965 The complaint Mr M complains that a car supplied to him under a hire purchase agreement with Oodle Financial Services Limited was of an unsatisfactory quality. Reference to both Mr M and Oodle includes their representatives. What happened I issued a provisional decision set... (6 pages)View decision -
Decision Reference DRN-5857899
10 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5857899 The complaint Mr H complains Revolut Ltd (“Revolut”) hasn’t refunded funds he says he lost as the result of a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the details here. Mr H explained he was contacted via... (4 pages)View decision -
Decision Reference DRN-5735712
10 Oct 2025 U K Insurance Limited UpheldInsuranceDRN-5735712 The complaint Mrs M complains about U K insurance Limited’s decision to decline a claim made under her landlord insurance policy. What happened The background to this complaint is well known to both parties, so I’ll provide only a brief summary here. At the relevant times, M... (3 pages)View decision -
Decision Reference DRN-5286936
10 Oct 2025 XTB Limited Not upheldInvestmentsDRN-5286936 The complaint Mr V has complained that XTB Limited (‘XTB’) didn’t make him aware there was an expiration date on his contracts for difference (‘CFDs’) gold positions. He says because of this, he has lost out financially. What happened Mr V had a CFD execution only account w... (5 pages)View decision -
Decision Reference DRN-5771225
10 Oct 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5771225 The complaint Mrs M complains that NewDay Ltd trading as Aqua irresponsibly lent to her. Mrs M is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mrs M h... (5 pages)View decision -
Decision Reference DRN-5874015
10 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5874015 The complaint Mrs B complains that Bank of Scotland plc, trading as Halifax, hasn’t refunded her for a purchase she made using her credit card account. What happened Mrs B purchased some carpets in May 2023 using her Halifax credit card. The carpets were intended as a gift ... (5 pages)View decision -
Decision Reference DRN-5845765
10 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5845765 The complaint Mrs A complains that Barclays Bank UK PLC trading as Barclaycard didn’t allow her to reject a car. What happened The payment in dispute was made from Mrs A’s credit card and so she is the eligible complainant. Mr A has been involved in pursuing this complaint, ... (2 pages)View decision -
Decision Reference DRN-5714198
10 Oct 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5714198 The complaint Mr S complains that Scottish Widows Limited failed to provide him with sufficient information about the income tax implications of taking benefits from his pension savings. What happened Mr S has been assisted in making this complaint by his financial advisor. ... (3 pages)View decision