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-5357374
23 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5357374 The complaint Mr G complains that Barclays Bank UK PLC won’t refund the full amount of money he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. In summary, Mr G fell victim to an investment sc... (3 pages)View decision -
Decision Reference DRN-5834909
23 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5834909 The complaint Mr J is unhappy that Barclays Bank UK PLC won’t reimburse money he lost to a scam. Mr J is represented by a third-party claims firm, but I will refer to Mr J here. What happened The background to this complaint is well known to both parties, so I won’t repeat... (3 pages)View decision -
Decision Reference DRN-5718058
23 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5718058 The complaint Mr A complains about the exchange rate Santander UK Plc used when converting two incoming pension payments. He thinks the rate was unfair and the information provided about the rates was misleading. What happened On 17 January 2024, Mr A received a payment of €... (3 pages)View decision -
Decision Reference DRN-5830716
23 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5830716 The complaint Mr B complains that Revolut Ltd stopped awarding him points for purchases made through a payment app (C). What happened Through his Revolut card Mr B received points which were converted into cashback for purchases made through the card. He made a number of pur... (2 pages)View decision -
Decision Reference DRN-5830655
23 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5830655 The complaint Mr O has complained National Westminster Bank Public Limited Company did nothing to sort out issues he had with reporting fraud and the difficulties this caused him. What happened Mr O’s son has mostly represented him in his complaint. However for ease, I have ... (4 pages)View decision -
Decision Reference DRN-5832966
23 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5832966 The complaint Mr S complains Bank of Scotland plc won’t refund a direct debit payment taken from his account which he says he did not authorise. What happened On 20 March 2025, a direct debit payment of £54 to a lottery company debited Mr S’ account. He reported this as fra... (2 pages)View decision -
Decision Reference DRN-5695356
23 Sep 2025 St James's Place Investment Administration Limited UpheldPensions and AnnuitiesDRN-5695356 The complaint Mr A complains that St James's Place Investment Administration Limited (“SJP”) failed to send him an annual statement for his pension savings in a timely manner. What happened Mr A holds pension savings with SJP, along with savings in an ISA. SJP has agree... (3 pages)View decision -
Decision Reference DRN-5681684
23 Sep 2025 Thacker Fairweather UpheldPensions and AnnuitiesDRN-5681684 The complaint Mrs L has complained about the advice she received from Thacker Fairweather (‘TF’) to transfer her existing Self-invested Personal Pension (‘SIPP’) and Individual Savings Account (‘ISA’) to a new provider. She’s said the transfer was unnecessary because she inv... (8 pages)View decision -
Decision Reference DRN-5773137
23 Sep 2025 INTACT INSURANCE UK LIMITED Not upheldInsuranceDRN-5773137 The complaint Ms M complains as an Administrator of the estate of Mr M about Intact Insurance UK Limited’s (“IIUKL”) handling of the renewal of Mr M’s home insurance policy and about the service she received during a phone call. What happened Ms M says the home insurance po... (3 pages)View decision -
Decision Reference DRN-5834033
23 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5834033 The complaint Ms K complains that Lloyds Bank PLC (‘Lloyds’) won’t refund the money she lost after falling victim to a scam. What happened In 2023, Ms K was trying to help her sister get a visa to move to the UK. Ms K was introduced to an individual I’ll refer to as M, by a... (3 pages)View decision
