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 383377 results
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Decision Reference DRN-5937629
18 Nov 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5937629 The complaint Ms W complains about the service received from Bank of Scotland plc trading as Halifax (“Halifax”) when she contacted it about not being able to load her debit card into her digital wallet held on her device and make payments through the payment app or use the ... (4 pages)View decision -
Decision Reference DRN-5860997
18 Nov 2025 Amazon Payments UK Limited Not upheldBanking and PaymentsDRN-5860997 The complaint A company, which I’ll refer to as S, complains that Amazon Payments UK Limited (“APUK”) has wrongly restricted access to funds in its seller account. What happened S is a seller on Amazon. The company complains that substantial funds in its seller account have ... (4 pages)View decision -
Decision Reference DRN-5957959
18 Nov 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5957959 The complaint Mr N complains about Monzo Bank Ltd’s actions after he asked it to raise chargebacks on transactions made using Monzo current account. What happened Mr N has a gambling addiction and placed a block on his Monzo current account to stop himself from making gambli... (5 pages)View decision -
Decision Reference DRN-5849433
18 Nov 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5849433 The complaint Mr C complains that Inter Partner Assistance SA (IPA) has turned down a medical expenses claim he made on a travel insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think a... (4 pages)View decision -
Decision Reference DRN-5729452
18 Nov 2025 Metro Bank PLC Not upheldMortgagesDRN-5729452 The complaint Mr and Mrs T complain that Metro Bank PLC has unfairly recorded adverse information on their credit reference file. What happened Mr and Mrs T have a mortgage with Metro Bank. In October and December 2024, when Metro Bank attempted to collect the monthly paymen... (3 pages)View decision -
Decision Reference DRN-5944407
18 Nov 2025 Tymit Ltd UpheldBanking and PaymentsDRN-5944407 The complaint Mr K says Tymit Ltd (‘Tymit’), irresponsibly lent to him. He says that it didn’t take reasonable steps to ensure he could afford the repayments towards a credit card. He says that he has been financially disadvantaged by making the repayments to the agreement a... (3 pages)View decision -
Decision Reference DRN-5754240
18 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5754240 The complaint Mr M complains that NewDay Ltd trading as Aqua irresponsibly lent to him. What happened Mr M was approved for an Aqua credit card in November 2023, with a £1,200 credit limit. The credit limit was increased a further four times, in April 2024 (£2,200), August 2... (3 pages)View decision -
Decision Reference DRN-5433650
18 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5433650 The complaint Mr S complains that Revolut Ltd won’t refund the full amount of money he says he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of bo... (2 pages)View decision -
Decision Reference DRN-5908208
18 Nov 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5908208 The complaint Mr B has complained about how Starling Bank Limited (Starling) handled his complaint regarding his gambling transactions What happened Mr B made several gambling transactions during 2023 to 2024 on his Starling debit card totalling £34,206.48. He says however t... (3 pages)View decision -
Decision Reference DRN-5795248
18 Nov 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5795248 The complaint and background Mr K complains Starling Bank Limited won’t reimburse around £24,000 that he lost when he fell victim to a cryptocurrency investment scam. Starling offered to provide a partial refund of £6,400. Unhappy with this, a complaint was brought to this ... (2 pages)View decision
