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 392389 results
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Decision Reference DRN-5933330
17 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5933330 The complaint Ms T complains that Santander UK Plc (‘Santander’) won’t refund all the money she lost to an investment scam. She’s represented by a firm of solicitors. For simplicity, I’ll refer to Ms T throughout this decision. What happened The background is known to both p... (6 pages)View decision -
Decision Reference DRN-5757514
17 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5757514 The complaint Mr and Mrs H are partners in a partnership which I’ll call H complains that Barclays Bank UK Plc behaved unreasonably when it made changes to their account. What happened Mr and Mrs H told us: • H’s account had initially been set up as a sole trader account, ... (4 pages)View decision -
Decision Reference DRN-5955888
17 Nov 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5955888 The complaint Mr C complains Clydesdale Bank Plc trading as Virgin Money (Virgin Money) has acted unfairly by not refunding payments made using his credit card account. Mr C has been supported in making his complaint by a family member, but for simplicity I will refer to all... (8 pages)View decision -
Decision Reference DRN-5649655
17 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5649655 The complaint Miss M complains that Lloyds Bank PLC (Lloyds) declined to refund a fraudulent transaction on her account. What happened On 18 September 2023, Miss M used an online travel agency website she believed to be legitimate – which I’ll refer to as U - to book flight... (4 pages)View decision -
Decision Reference DRN-5814781
17 Nov 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5814781 The complaint A limited company, which I’ll refer to as ‘S’, complains that Starling Bank Limited hasn’t reimbursed the money it lost to a scam. Mr H, who is a director of S, brings the complaint on S’ behalf. What happened Mr H says he was introduced to a company I’ll refer... (4 pages)View decision -
Decision Reference DRN-5593551
17 Nov 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5593551 The complaint Mr D complains that Kroo Bank Ltd (‘Kroo Bank’) suspended access to his account and hasn’t returned his funds. What happened In September 2024, Mr D contacted Kroo Bank as he couldn’t access his account with it. Mr D says he chased Kroo Bank for an update on t... (3 pages)View decision -
Decision Reference DRN-5955644
17 Nov 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5955644 The complaint Mrs G complains about a suggested increase in her premiums to sustain her Aviva Life & Pensions UK Limited (Aviva) reviewable whole of life (RWOL) policy. What happened Mrs G took out a RWOL policy with Aviva in June 2000, for a monthly premium of £27.12, ... (6 pages)View decision -
Decision Reference DRN-5953707
17 Nov 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5953707 The complaint This complaint’s about a Woolwich-branded mortgage Miss W holds with Barclays Bank UK PLC. Miss W is unhappy that Barclays hasn’t reduced her monthly instalment in line with recent reductions in interest rates. What happened I don’t need to set out the full ba... (3 pages)View decision -
Decision Reference DRN-5815554
17 Nov 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5815554 The complaint Mr K complains about the quality of a vehicle that was supplied through a hire purchase agreement with MotoNovo Finance Limited (MotoNovo). Mr K is also not happy about a warranty product he was given and with attempts made to repossess the vehicle. What happen... (5 pages)View decision -
Decision Reference DRN-5851871
17 Nov 2025 OneSavings Bank Plc UpheldMortgagesDRN-5851871 The complaint Mr S has complained about the service he received from OneSavings Bank Plc trading as Kent Reliance in relation to his buy to let mortgage account. He’s said an email was sent to him without a direct contact number being provided within it. He’s also unhappy ab... (3 pages)View decision