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 388057 results
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Decision Reference DRN-5523319
5 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5523319 The complaint Mr B complains that Revolut Ltd won’t refund him for transactions he lost via a scam. What happened Mr B’s represented throughout this complaint, for ease I’ll refer to all communications as if they’ve come from Mr B. Mr B fell victim to a scam. He saw an adve... (3 pages)View decision -
Decision Reference DRN-5999124
5 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5999124 The complaint Mr and Mrs H’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (13 pages)View decision -
Decision Reference DRN-5887956
5 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5887956 The complaint Mr T complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost when he fell victim to a scam. What happened What Mr T says Mr T was contacted by a supposed recruiter after he left some basic information on an advert he saw online while looking for... (5 pages)View decision -
Decision Reference DRN-5873009
5 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5873009 The complaint Mr P has complained about how Santander UK Plc (Santander) handled his claim for money back in relation to transactions made on his credit card. What happened In August and September 2023, Mr P purchased autographed items from an online marketplace, across fou... (3 pages)View decision -
Decision Reference DRN-5791373
5 Dec 2025 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5791373 The complaint Mr D complains about how The National Farmers' Union Mutual Insurance Society Limited trading as NFU Mutual (‘NFUM’) handled a claim under his car insurance policy. What happened Mr D had a car insurance policy with NFUM. In January 2025 Mr D’s car was dam... (3 pages)View decision -
Decision Reference DRN-5999071
5 Dec 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5999071 The complaint Miss C complains that Clydesdale Bank Plc trading as Virgin Money irresponsibly lent to her. What happened Miss C was approved for a Virgin Money credit card in February 2021 (which I will refer to as A in this decision), with a £3,600 credit limit. The credit ... (6 pages)View decision -
Decision Reference DRN-5740702
5 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5740702 Complaint Mr M has complained about the overdraft charges National Westminster Bank Public Limited Company (“NatWest”) applied to his account. Mr M is being represented, by the (“representative”), in his complaint. Background Mr M successfully applied for an overdraft with... (5 pages)View decision -
Decision Reference DRN-5672498
5 Dec 2025 VANGUARD ASSET MANAGEMENT, LTD. Not upheldInvestmentsDRN-5672498 The complaint Miss C complains that Vanguard Asset Management Ltd (‘Vanguard’) mishandled her ISA transfer which meant she missed out on earnings on her savings for a time, and it then failed to close her account after she asked for it to be closed. What happened On 8 Februa... (4 pages)View decision -
Decision Reference DRN-5997346
5 Dec 2025 Prepaid Financial Services Ltd UpheldBanking and PaymentsDRN-5997346 The complaint Ms R complains she paid money to Prepaid Financial Services Ltd, and she hasn’t received the money back. What happened Ms R says she paid money to Prepaid as part of a service offer. This offer was from another company, ASAP, and Prepaid. Ms R hasn’t received... (7 pages)View decision -
Decision Reference DRN-5947843
5 Dec 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5947843 The complaint Mr O complains that J. P. Morgan Europe Limited trading as Chase blocked and then closed his account. What happened Mr O had an account with Chase. In May 2025, Chase blocked the account. It says that the account was being reviewed by a specialist team. Chase c... (2 pages)View decision