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 375868 results
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Decision Reference DRN-5082013
30 Jul 2025 APM Capital Markets Limited Not upheldInvestmentsDRN-5082013 The complaint Mr R complains that he was prevented from withdrawing the bonus from his trading accounts with APM Capital Markets Limited (APM) because of the changes they made to the service they offered. What happened Mr R opened his accounts in September 2017 with Ayondo ... (3 pages)View decision -
Decision Reference DRN-5366004
30 Jul 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5366004 The complaint Mrs A complains that Moneybarn No. 1 Limited hasn’t dealt with the payments that she’s made to it under a conditional sale agreement correctly and that its reported adverse information about her payments to the credit reference agencies. What happened A used ca... (4 pages)View decision -
Decision Reference DRN-5703472
30 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5703472 The complaint Miss K complains about the amount of interest that has been charged by Lloyds Bank plc on her credit card account. What happened Miss K has a credit card account with Lloyds Bank. She used her credit card to pay £5,055.95 for a new kitchen in March 2025 and she... (2 pages)View decision -
Decision Reference DRN-5631636
30 Jul 2025 PROPEL HOLDINGS (UK) LIMITED Not upheldConsumer CreditDRN-5631636 The complaint Ms J complains that PROPEL HOLDINGS (UK) LIMITED trading as Quidmarket was irresponsible in its lending to her. She wants to be put back in the position she would have been had the loan not been provided. What happened Ms J has complained about the loan provide... (3 pages)View decision -
Decision Reference DRN-5636537
30 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5636537 The complaint Ms P complains that HSBC UK Bank Plc provided her with poor service when she contacted them to set up a direct debit payment towards her credit card. What happened In late 2024, a number of calls were made to HSBC in connection with Ms P’s account. It seems so... (3 pages)View decision -
Decision Reference DRN-5659621
30 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5659621 The complaint Mr D complains that Bank of Scotland plc trading as Halifax (‘Halifax’) allowed gambling transactions to leave his account, in spite of a gambling block being in place. What happened Mr D had an account with Halifax. On 24 January 2025, Mr D successfully made ... (3 pages)View decision -
Decision Reference DRN-5265496
30 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5265496 The complaint Mr H has complained that his bank, NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’), refused to refund the money he lost when he fell victim to a job scam. Mr H brought his complaint to us through a representative but for ease I will be referring t... (5 pages)View decision -
Decision Reference DRN-5721255
30 Jul 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5721255 The complaint Mr I complains that Santander UK Plc hasn’t agreed to refund the money he lost from his account as the result of an investment scam. He thinks that Santander should have done more to prevent his loss. He wants his losses refunded along with statutory interest a... (5 pages)View decision -
Decision Reference DRN-5665082
30 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5665082 The complaint Mrs B complains that NewDay Ltd trading as AO Finance allocated a payment to her 12- month 0% instalment plan rather than her Buy Now Pay Later (BNPL) plan. What happened Mrs B holds two accounts with NewDay Ltd. She holds a BNPL account which started on 15 Sep... (2 pages)View decision -
Decision Reference DRN-4902946
30 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4902946 The complaint Ms B is unhappy that Revolut Ltd won’t refund the money she lost to a scam. What happened In March 2024 Ms B came across an investment opportunity involving cryptocurrency, offered through a company I’ll call “T”. She says she checked the company and it seemed ... (5 pages)View decision
