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 384131 results
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Decision Reference DRN-5973750
25 Nov 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5973750 The complaint Mrs A is complaining that Kroo Bank Ltd hasn’t provided a full refund of payments she said she didn’t make after falling victim to a scam. The complaint is brought on her behalf by a professional representative, but I’ll mainly refer to Mrs A here. What happene... (3 pages)View decision -
Decision Reference DRN-5604057
25 Nov 2025 Barclays Bank Plc Not upheldBanking and PaymentsDRN-5604057 The complaint C, a limited company, complains that Barclays Bank UK Plc (trading as Barclaycard) didn’t do more to protect it from being a victim of fraud. Mr A brings the complaint on behalf of C. What happened Barclaycard provides merchant acquiring services to C, allowin... (3 pages)View decision -
Decision Reference DRN-5825194
25 Nov 2025 Wakam UpheldInsuranceDRN-5825194 The complaint Miss C complains that Wakam declined a claim on her pet insurance policy. What happened Miss C made a claim on her pet insurance after her dog had some dental treatment in February 2025. The claim was for an x-ray and crown fitting. Wakam declined the claim on ... (2 pages)View decision -
Decision Reference DRN-5743579
25 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5743579 The complaint Mr S is unhappy that National Westminster Bank Public Limited Company (“NatWest”) took a direct debit amount that differed from the amount it said it would take and didn’t provide him with any advance notice of the change. What happened Mr S has a credit accoun... (3 pages)View decision -
Decision Reference DRN-5848236
25 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5848236 The complaint Miss G complains about the service received from Bank of Scotland plc trading as Halifax (“Halifax”) when it refused a current account switch request without providing an explanation resulting in financial detriment to Miss G due to the inability to manage her ... (3 pages)View decision -
Decision Reference DRN-5923008
25 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5923008 The complaint Mr S complains that Barclays Bank UK PLC failed to adequately protect or support him with his gambling addiction. He states he lost over £20,000 from the online betting and gambling transactions he made on his account. He complains this has affected his mental ... (2 pages)View decision -
Decision Reference DRN-5967117
25 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5967117 The complaint Mr U complains National Westminster Bank Public Limited Company (NatWest) hasn’t refunded money he lost as the result of a scam or raised chargeback requests to recover his lost funds. What happened Both parties are familiar with the circumstances of the compl... (3 pages)View decision -
Decision Reference DRN-5688480
25 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5688480 The complaint Miss B says that National Westminster Bank Public Limited Company (NatWest) irresponsibly lent to her. What happened Miss B was approved for a NatWest credit card in February 2024, with a £7,050 credit limit. She says this was irresponsibly lent to her. Miss B ... (3 pages)View decision -
Decision Reference DRN-5827344
25 Nov 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5827344 The complaint Mr S, on behalf of company P, is unhappy Clydesdale Bank Plc trading as Virgin Money blocked their account with no notice or explanation as to why. What happened Virgin Money blocked P’s account on 15 April 2025 whilst it conducted a review. Mr S complained t... (2 pages)View decision -
Decision Reference DRN-5880118
25 Nov 2025 Bank of Ireland (UK) Plc UpheldBanking and PaymentsDRN-5880118 The complaint Mr A complains that Bank of Ireland (UK) Plc (BOI) did not accept a cheque he’d paid into his bank account. What happened In July 2025, Mr A paid a cheque for £2,100 into his BOI bank account. But the funds were not credited to his account. BOI said that was be... (4 pages)View decision
