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 381082 results
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Decision Reference DRN-5721019
6 Oct 2025 ALLICA BANK LIMITED Not upheldBanking and PaymentsDRN-5721019 The complaint Mr C is unhappy with the interest rate on his account with ALLICA BANK LIMITED. What happened Mr C had a 12-month savings account with Allica. It emailed him on 26 February 2025, explaining the term was coming to an end. It said that (if the money were reinvest... (2 pages)View decision -
Decision Reference DRN-5610832
6 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5610832 The complaint Mrs R is unhappy Lloyds Bank PLC will not refund the money she lost as the result of a scam. Mrs R brought her complaint through a representative. For ease of reading, I will refer solely to Mrs R in this decision. What happened As both parties are aware of the... (4 pages)View decision -
Decision Reference DRN-5856137
6 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5856137 The complaint Miss A is unhappy Monzo Bank Ltd will not refund the money she lost as the result of a scam. What happened As both parties are aware of the details of the scam, I will not repeat them in full here. In summary, Miss A fell victim to a job/task scam. She was cont... (3 pages)View decision -
Decision Reference DRN-5736002
6 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5736002 The complaint Mrs D has complained about how HSBC UK Bank Plc handled an international payment she attempted to make from her account. What happened On 27 May 2025, Mrs D made an international payment from her HSBC account, to an account in Spain. However, on 30 May 2025, th... (2 pages)View decision -
Decision Reference DRN-5736276
6 Oct 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5736276 The complaint Miss C has complained about the quality of a car she acquired using finance from Moneybarn No. 1 Limited. What happened On 30 October 2024, Miss C took out a finance agreement with Moneybarn for a used car. It was nine years old, with around 100,000 miles on th... (3 pages)View decision -
Decision Reference DRN-5737529
6 Oct 2025 OneSavings Bank Plc Not upheldBanking and PaymentsDRN-5737529 The complaint Mrs D has complained that her account with OneSavings Bank Plc trading as Kent Reliance Banking Services (‘KRBS’) isn’t eligible to be managed online. Mrs D has been represented in bringing her complaint, by her daughter, Ms D. What happened Ms D operates Mrs D... (2 pages)View decision -
Decision Reference DRN-5697345
6 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5697345 The complaint The estate of Mrs S (the ‘Estate’) has complained that Lloyds Bank PLC failed to protect Mrs S’ funds, because it should have been clear she had compulsive spending issues. What happened The Estate has explained that from 2014, Mrs S regularly bought items (par... (2 pages)View decision -
Decision Reference DRN-5724929
6 Oct 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5724929 The complaint Mr R has complained that Santander UK Plc failed to effect a £5,000 transfer to his Australian bank account. What happened Mr R went to visit family in Australia, but ran out of money. So, he contacted Santander, to ask it to transfer funds to his Australian ac... (2 pages)View decision -
Decision Reference DRN-5737540
6 Oct 2025 Triodos Bank UK Limited Not upheldBanking and PaymentsDRN-5737540 The complaint Mr W has complained that Triodos Bank UK Limited discriminated against him when he applied for an account with it. What happened Mr W applied for an account with Triados. As part of this, he was required to take a photograph of himself for ID purposes. But, he ... (2 pages)View decision -
Decision Reference DRN-5726039
6 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5726039 The complaint Mrs M has complained about repeated issues with using the Lloyds Bank PLC mobile banking app. What happened Mrs M has complained that she has trouble accessing the Lloyds banking up the majority of the time. Despite contacting Lloyds’ IT team, the problem persi... (2 pages)View decision
