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 380824 results
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Decision Reference DRN-5681712
29 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5681712 The complaint Mr J has complained HSBC UK Bank plc won’t remove a fraud-related marker they’ve lodged in his name. What happened Mr J applied for an account with HSBC in June 2023. His application was rejected. He subsequently found he was having difficulty getting accounts ... (2 pages)View decision -
Decision Reference DRN-5423353
29 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5423353 The complaint Mr C complains Barclays Bank UK PLC (‘Barclays’) hasn’t reimbursed him after he fell victim to a cryptocurrency investment scam. Mr C’s complaint is brought through professional representatives. But for ease I’ll refer mostly to Mr C throughout this decision. ... (3 pages)View decision -
Decision Reference DRN-5463652
29 Sep 2025 THE CO-OPERATIVE BANK P.L.C. Not upheldBanking and PaymentsDRN-5463652 The complaint Mr C complains THE CO-OPERATIVE BANK P.L.C. after he fell victim to a cryptocurrency investment scam. Mr C’s complaint is brought through professional representatives. But for ease I’ll refer mostly to Mr C throughout this decision. What happened The backgrou... (3 pages)View decision -
Decision Reference DRN-5700285
29 Sep 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5700285 The complaint Mr V is complaining that Lloyds Bank PLC trading as MBNA lent to him irresponsibly by providing him with a credit card. What happened In April 2013, MBNA approved Mr V’s application for a credit card, giving him a limit of £20,000. They increased the limit to £... (5 pages)View decision -
Decision Reference DRN-5705284
29 Sep 2025 J D Williams & Company Limited Not upheldConsumer CreditDRN-5705284 The complaint Mr E complains that J D Williams & Company Limited (JD Williams) acted irresponsibly in granting him a catalogue shopping account (and increasing that account’s credit limit) on the grounds of affordability. What happened Mr E opened an account with JD Wil... (2 pages)View decision -
Decision Reference DRN-5847780
29 Sep 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5847780 The complaint Mrs E’s complaint is, in essence, that Mitsubishi HC Capital UK PLC, trading as Novuna Personal Finance (‘the Lender’), acted unfairly and unreasonably by deciding against paying a claim made under Section 75 of the Consumer Credit Act 1974 (‘CCA’). What happe... (3 pages)View decision -
Decision Reference DRN-5760855
29 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5760855 The complaint Mrs T complained that Nationwide Building Society’s decision to stop offering passbook accounts was unreasonable and impacted unfairly on vulnerable customers like herself. Mrs T’s representative brings the complaint on her behalf. What happened Mrs T complai... (5 pages)View decision -
Decision Reference DRN-5560090
29 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5560090 The complaint Miss M complains that Barclays Bank UK PLC (“Barclays”) blocked and closed her accounts without notice. And by doing so, has failed to reasonably consider her circumstances. What happened Miss M had a current account and savings account with Barclays. Miss M ... (4 pages)View decision -
Decision Reference DRN-5827879
29 Sep 2025 FIL Life Insurance Limited UpheldPensions and AnnuitiesDRN-5827879 The complaint Mr D, with the help of a professional representative, has complained about the transfer of his FIL Life Insurance Limited (“Fidelity”) Section 32 Buyout Pension Plan. The transfer was to a Qualifying Recognised Overseas Pension Scheme (“QROPS”) based in Gibralt... (18 pages)View decision -
Decision Reference DRN-5648033
29 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5648033 The complaint Mr S has complained HSBC UK Bank plc won’t remove a fraud-related marker they’ve lodged in his name. What happened Mr S applied for an account with HSBC in February 2025. His application was rejected. He subsequently discovered another bank closed his account a... (2 pages)View decision
