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 401363 results
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Decision Reference DRN-6217587
17 Mar 2026 Fintern Ltd Not upheldConsumer CreditDRN-6217587 The complaint Around June 2025, Fintern Ltd trading as Abound provided Ms D with a £10,000 loan. It had a 62-month term, and the monthly repayments were £301.63 with a final payment of £186.29. Ms D says the loan was provided irresponsibly. What happened The details of this... (2 pages)View decision -
Decision Reference DRN-6227049
17 Mar 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6227049 The complaint Miss K complains that NewDay Ltd trading as Marbles (NewDay) acted irresponsibly by lending to her. What happened Around November 2020 Miss K applied for a revolving credit facility (credit card) with NewDay. Her application was successful with NewDay issuing h... (4 pages)View decision -
Decision Reference DRN-6087150
17 Mar 2026 Pinnacle Insurance Limited Not upheldInsuranceDRN-6087150 The complaint Miss C complains that Pinnacle Insurance Limited added exclusions to her pet insurance policy and declined a claim on the policy. What happened Miss C took out a pet insurance policy, underwritten by Pinnacle, for her pet dog. The policy started in September 20... (3 pages)View decision -
Decision Reference DRN-6045835
17 Mar 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6045835 The complaint Miss S complains Santander UK Plc acted unfairly by not refunding a payment she made using her credit card. What happened In September 2025, Miss S was due to travel abroad with an airline I’ll refer at as E. Unfortunately, Miss S arrived at the airport too la... (6 pages)View decision -
Decision Reference DRN-6228700
17 Mar 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-6228700 The complaint X complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money he lost as the result of a scam. What happened On 13 February 2025, X was the victim of an HMRC scam. He was told that he owed taxes and that a warrant for his arrest had been issued. X was thre... (6 pages)View decision -
Decision Reference DRN-6228695
17 Mar 2026 Lloyds Bank PLC UpheldBanking and PaymentsDRN-6228695 The complaint Mr F complains that Lloyds Bank PLC (‘Lloyds’) won’t refund the money he says was lost as the result of a scam. What happened In 2025, Mr F purchased a car from a company I’ll refer to as W. These are the payments Mr F made from his Lloyds account. Date Deta... (6 pages)View decision -
Decision Reference DRN-6182644
17 Mar 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6182644 The complaint Mrs L is being represented by solicitors. She’s complaining about Monzo Bank Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Mrs L fell victim to a cruel investment scam after making contact with a company she found a... (5 pages)View decision -
Decision Reference DRN-6195125
17 Mar 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6195125 The complaint Mr and Mrs L are being represented by solicitors. They’re complaining about Barclays Bank UK PLC because it declined to refund money they lost as a result of fraud. What happened Sadly, Mrs L fell victim to a cruel investment scam after making contact with a co... (4 pages)View decision -
Decision Reference DRN-6191168
17 Mar 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6191168 The complaint Mrs L is being represented by solicitors. He’s complaining about Santander UK Plc because it declined to refund money she lost as a result of fraud. What happened Sadly, Mrs L fell victim to a cruel investment scam after making contact with a company she found ... (5 pages)View decision -
Decision Reference DRN-6228691
17 Mar 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6228691 Complaint Mr P has complained about the overdraft charges Nationwide Building Society (“Nationwide”) applied to his current account. He’s effectively said that his overdrafts were unaffordable and so he shouldn’t have been provided with them. Therefore, the charges applied t... (7 pages)View decision