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 382298 results
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Decision Reference DRN-5933822
11 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5933822 The complaint Mr G complains that Barclays Bank UK Plc trading as Tesco Bank won’t refund him the money he says he has lost in a scam. What happened The background to this dispute is well-known to both parties, so I haven’t set it out in detail here. Instead, I’ve summarised... (3 pages)View decision -
Decision Reference DRN-5822155
11 Nov 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5822155 The complaint Miss J has complained about the quality of a car provided on finance by Startline Motor Finance Limited. What happened The events surrounding this complaint are well known to both parties, so I’ll only summarise what happened briefly here. Startline supplied M... (5 pages)View decision -
Decision Reference DRN-5826496
11 Nov 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5826496 The complaint Mr A complains about the actions of Barclays Bank UK Plc (“Barclays”) in relation to its handling of his bank account. He says it hasn’t taken his needs into account. What happened Mr A had an account with Barclays. He complained to it about a number of issues ... (2 pages)View decision -
Decision Reference DRN-5937314
11 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5937314 The complaint Mr P complains that Revolut Ltd hasn’t refunded a payment he made. What happened In March 2025, Mr P paid a company (who I’ll refer to as “F”) for a return coach journey to Europe for him and a travel companion. He paid £259.76 for the tickets using his Revolut... (2 pages)View decision -
Decision Reference DRN-5851896
11 Nov 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5851896 The complaint A, a limited company, complains that Metro Bank PLC has not refunded money it lost through what it now believes was a scam. A is represented by Q, which brings the complaint on its behalf. What happened A was seeking to wind up as a company in 2021. It instruc... (5 pages)View decision -
Decision Reference DRN-5931795
11 Nov 2025 Klarna Bank AB (publ) Not upheldConsumer CreditDRN-5931795 The complaint Mr D complains about credit provided to him by Klarna Bank AB (publ) (‘Klarna’) for a purchase he made in June 2020. What happened Mr D entered into a running-account credit agreement with Klarna in June 2020. He complained in March 2025, saying Klarna acted i... (3 pages)View decision -
Decision Reference DRN-5924719
11 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5924719 The complaint Miss J complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) was irresponsible in its lending to her. What happened Miss J was provided with a credit card account by NatWest in August 2019. The initial credit limit was £500, and this hasn’t ... (3 pages)View decision -
Decision Reference DRN-5835178
11 Nov 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5835178 The complaint Mr A complains that BMW Financial Services (GB) Limited (BMWFS) trading as Alphera Financial Services (Alphera) unfairly terminated his Hire Purchase (HP) agreement , repossessed his car and put a default on his credit file causing him significant stress. He wo... (2 pages)View decision -
Decision Reference DRN-5848065
11 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5848065 The complaint Mr M complains that despite placing a block on gambling transactions, Nationwide Building Society allowed large sums of money to leave his bank account. He wants the sums refunded. What happened Mr M holds a current account with Nationwide. He requested Nation... (4 pages)View decision -
Decision Reference DRN-5900184
11 Nov 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5900184 The complaint The complainant, C, is a charity. It complains about the way in which that Bank of Scotland plc handled its requests (i) to change the signatories on its accounts and (ii) to allow its officers online access to them. The complaint has been brought on C’s behalf... (3 pages)View decision
