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 381196 results
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Decision Reference DRN-5386099
25 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5386099 The complaint Mr C complains that National Westminster Bank Public Limited Company (NatWest) will not refund money he believes was lost in an investment scam. Mr C is being represented by a professional representative, but for ease of reading I’ve just referred to him. What ... (3 pages)View decision -
Decision Reference DRN-5839954
25 Sep 2025 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-5839954 The complaint Mr R1 and Mr R2 complain about the additional premium Admiral Insurance (Gibraltar) Limited (Admiral) have charged on their motor insurance policy following a change of occupation. Mr R1 is the policyholder of the policy being complained about and so for ease, ... (3 pages)View decision -
Decision Reference DRN-5825977
25 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5825977 The complaint A limited company, which I’ll refer to as R, complains that HSBC UK Bank Plc acted unfairly in relation to the funds from R’s bounce back loan (“BBL”). In particular, HSBC has recorded the loan as in default, which has had an impact on R’s ongoing trading. What... (3 pages)View decision -
Decision Reference DRN-5840118
25 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5840118 The complaint Mr D complains that Lloyds Bank Plc didn’t do enough to prevent him losing money to a scam. Mr D has used a representative to help him bring his complaint. But, for ease of reading, I’ll mostly just refer to Mr D himself where I also mean the representative. ... (2 pages)View decision -
Decision Reference DRN-5811453
25 Sep 2025 Paragon Bank Plc UpheldBanking and PaymentsDRN-5811453 The complaint Mrs T on behalf of the estate of Mrs D, complains that Paragon Bank Plc provided poor customer service when Mrs D’s ISA matured. At the time of the complaint, Mrs T handled Mrs D’s affairs under a power of attorney (POA), and the complaint was raised on her beh... (3 pages)View decision -
Decision Reference DRN-5824421
25 Sep 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5824421 The complaint Mr K and Mrs S have complained that First Holiday Finance Ltd (“FHF”), acted unfairly and unreasonably by deciding against paying a claim under s.75 of the Consumer Credit Act 1974 (“CCA”). What happened In November 2011 (“the Time of Sale”), Mr K and Mrs S too... (3 pages)View decision -
Decision Reference DRN-5834466
25 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5834466 The complaint Mr C is complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr C fell victim to a cruel impersonation scam after he was contacted by scammers claiming to be from HMRC. On 23 July 2024, he was tric... (5 pages)View decision -
Decision Reference DRN-5646420
25 Sep 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5646420 The complaint Ms T says Moneybarn No. 1 Limited trading as Moneybarn (‘Moneybarn’), irresponsibly lent to her. She says that it didn’t take reasonable steps to ensure she could afford the repayments towards a conditional sale agreement to purchase a car. She says that if pr... (3 pages)View decision -
Decision Reference DRN-5682995
25 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5682995 The complaint Mr H complains that Barclays Bank UK PLC trading as Tesco Bank allowed a payment to debit his credit card account after it had replaced his card. Mr H wants Tesco to refund the money paid. What happened Mr H’s Tesco credit card was stolen in April 2024, so it i... (2 pages)View decision -
Decision Reference DRN-5839570
25 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5839570 The complaint Miss C complains Lloyds Bank PLC lent to her irresponsibly when they approved her application for an overdraft and subsequent limit increases. She also says they failed to monitor her use of the overdraft. What happened Miss C complained about Lloyds’ lending ... (3 pages)View decision
