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 380824 results
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Decision Reference DRN-5821760
23 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5821760 The complaint Mr W complains that Barclays Bank UK PLC trading as Barclaycard, unfairly reduced the limit on his credit card and failed to provide him with sufficient notice or reasoning as to why. What happened Mr W holds a credit card with Barclaycard. In May 2025, he tri... (3 pages)View decision -
Decision Reference DRN-5831913
23 Oct 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5831913 The complaint Mr C complains that Nationwide Building Society didn’t honour a current account switch incentive payment. What happened Mr C held an account with Nationwide and an account elsewhere. Nationwide introduced a £200 incentive payment – available to existing custom... (3 pages)View decision -
Decision Reference DRN-5779902
23 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5779902 The complaint Mr K complains that he’s unable to view or access his reward points for his credit card with Barclays Bank trading as Barclaycard (“Barclaycard”) What happened Mr K opened a Barclaycard account in November 2024, and he’s told us this was specifically because he... (2 pages)View decision -
Decision Reference DRN-5728853
23 Oct 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5728853 The complaint Mr C complains Revolut Ltd won’t refund the money he lost to a crypto investment scam. What happened The background to this complaint is familiar to both parties, so I’ll only refer to some key events here. In June 2023, Mr C lost just over £11,000 to what tu... (4 pages)View decision -
Decision Reference DRN-5817241
23 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5817241 The complaint Mr F complains about a secured business loan with Barclays Bank UK PLC. He says Barclays didn’t explain the risks involved or check the loan was suitable for him. Mr F says he’s vulnerable due to his dyslexia. A representative – who I’ll refer to as L – has ass... (5 pages)View decision -
Decision Reference DRN-5369004
23 Oct 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5369004 The complaint Mr M complains that Santander UK Plc did not refund the transactions he lost to a scam. What happened Mr M found an investment opportunity which his brother had already successfully invested in and received returns with the same company. The business model cen... (5 pages)View decision -
Decision Reference DRN-5429171
23 Oct 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5429171 The complaint Mr H complains that Santander UK Plc did not refund the transactions he lost to a scam. What happened Mr H found an investment opportunity being advertised near his home. The business model centred around car leasing; investors like Mr H would make an investme... (4 pages)View decision -
Decision Reference DRN-5757262
23 Oct 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5757262 The complaint Mr C complains about The Royal Bank of Scotland Plc (‘RBS’) as the beneficiary of what he says are fraudulent funds he sent as a result of a scam. What happened The investigator set out the facts in detail so I will only summarise them here. Mr C says that a bu... (3 pages)View decision -
Decision Reference DRN-5588312
23 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5588312 The complaint Miss W believes NewDay Ltd trading as Fluid (‘NewDay’) acted irresponsibly when it approved her credit card application. What happened In August 2021 Miss W applied and was accepted for a credit card with NewDay. This application was approved with a credit lim... (7 pages)View decision -
Decision Reference DRN-5900415
23 Oct 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-5900415 The complaint Mr O complains through a third-party representative that Loans 2 Go Limited (“L2G”) acted irresponsibly when it lent to him. Mr O also says he wasn’t aware that he’d be repaying over £1,000 for his loan over 18 months. What happened L2G lent Mr O one loan in J... (2 pages)View decision
