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-6289447
20 Apr 2026 Connells Limited Not upheldMortgagesDRN-6289447 The complaint Mr J complains that the Lifetime Broker Fee charged by Connells Limited is unfair. What happened In 2017 Mr J used the services of Connells Limited to obtain a mortgage and several insurance policies. Mr J paid two fees to Connells. He paid a one-off upfront Li... (3 pages)View decision -
Decision Reference DRN-6185588
20 Apr 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6185588 The complaint Miss B complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money she says was lost as the result of a scam. What happened In 2025, Miss B engaged the services of an individual I’ll refer to as T. Miss B says she paid T for professional e-commerce develop... (3 pages)View decision -
Decision Reference DRN-6128253
20 Apr 2026 Lloyds Bank PLC Not upheldMortgagesDRN-6128253 The complaint The estate of the late Mr M1 complains that, after Mr M1 passed away, Lloyds Bank PLC was unable to simply confirm for the estate whether or not it had written off an outstanding debt, dating back many years from the shortfall sale of Mr M1’s house. Mr M2 bring... (3 pages)View decision -
Decision Reference DRN-6274585
20 Apr 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6274585 The complaint Ms D complains that Bank of Scotland plc opened a credit card account and processed a balance transfer without her authorisation. What happened On 1 October 2025 Ms D started an online application for a credit card with Bank of Scotland. She says she didn’t com... (2 pages)View decision -
Decision Reference DRN-6118844
20 Apr 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6118844 The complaint Mr A complains that Revolut Ltd loaded a negative fraud marker against him on the National Fraud Database. What happened Mr A had an account with Revolut. Revolut received three fraud reports regarding transactions made into his account. Revolut reached out to ... (3 pages)View decision -
Decision Reference DRN-6117106
20 Apr 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldInvestmentsDRN-6117106 The complaint Last year X arranged to have his investment portfolio transferred from NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (under its NatWest/Coutts brand) to Rathbones. NatWest committed an error in the process by liquidating some holdings contrary to instruction... (5 pages)View decision -
Decision Reference DRN-6109895
20 Apr 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6109895 The complaint X complains that NewDay Ltd (“NewDay”) hasn’t refunded him correctly when duplicate payments were made towards his credit card account. X is represented by family members, but for ease of reference I’ll mostly refer to X throughout. What happened On 5 August ... (2 pages)View decision -
Decision Reference DRN-6056531
20 Apr 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6056531 The complaint Mr O complains that Revolut Ltd won’t reimburse him after he lost funds to an investment scam. Mr O is professionally represented in bringing his complaint to our service, but for ease of reading I’ll refer to all submissions as being made by Mr O directly. Wha... (3 pages)View decision -
Decision Reference DRN-6100717
20 Apr 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6100717 The complaint Mr B complains that Barclays Bank UK Plc trading as Barclaycard have held him liable for payments on his credit card which he says he didn’t make or otherwise authorise. What happened The detailed background to this complaint is well known to both parties. So,... (3 pages)View decision -
Decision Reference DRN-6284618
20 Apr 2026 Oakbrook Finance Limited Not upheldConsumer CreditDRN-6284618 The complaint Mr W complains that Oakbrook Finance Limited trading as Finio Loans irresponsibly lent to him. What happened Mr W was approved for a Finio loan in March 2025 for £5,000, with a monthly repayment of £293.43 over 24 months. Mr W says that Finio irresponsibly lent... (3 pages)View decision