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 381196 results
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Decision Reference DRN-5641067
27 Jun 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5641067 The complaint Mr F complains Barclays Bank UK PLC are holding him responsible for transactions on his current account he says he didn’t make or authorise. What happened Mr F was on a night out with some friends. He and a smaller group went on to a nightclub after the initia... (7 pages)View decision -
Decision Reference DRN-5613732
27 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5613732 The complaint N, a limited company, complains that Lloyds Bank PLC didn’t send it a notification that its period of free banking was ending. What happened The director of N says that as N wasn’t notified about the end of the free banking period it incurred charges for paying... (2 pages)View decision -
Decision Reference DRN-5651964
27 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5651964 The complaint Mr B is unhappy Santander UK Plc (‘Santander’) hasn’t refunded him, in full, the money he lost after falling victim to an authorised push payment (‘APP’) impersonation scam. What happened The details of this case are well-known to both parties, so I don’t need ... (5 pages)View decision -
Decision Reference DRN-5398974
27 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5398974 The complaint Ms G complains that Revolut Ltd won’t refund money she 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. Between May 2024 and June 2024 Ms G made seven payments to the sum of £92,37... (3 pages)View decision -
Decision Reference DRN-5652081
27 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5652081 The complaint Mr R complains that Nationwide Building Society (Nationwide) won’t refund the money he lost when he fell victim to an investment scam. What happened Mr R submitted two complaints to our service which are linked. I will refer to this complaint as Complaint A. ... (9 pages)View decision -
Decision Reference DRN-5628486
27 Jun 2025 National Savings and Investments Not upheldBanking and PaymentsDRN-5628486 The complaint Ms J complains that National Savings and Investments (NS & I) blocked her savings account for several months, causing her great difficulty. What happened Ms J says that she called NS & I in October 2024 to inquire about submitting a signature sample to... (2 pages)View decision -
Decision Reference DRN-5454401
27 Jun 2025 Unum Ltd UpheldInsuranceDRN-5454401 The complaint Mr M complains that Unum Ltd has unfairly turned down their income protection claim. What happened Mr M is covered under their employer’s group income protection scheme, which provides an income if they are unable to work due to illness or injury. The scheme h... (3 pages)View decision -
Decision Reference DRN-5642981
27 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5642981 The complaint Mr A is unhappy NewDay Ltd, trading as John Lewis Partnership Credit (NewDay) did not agree to increase the limit on his credit card, and then didn’t explain to him the reason for their decision. What happened Mr A opened a credit card with NewDay in 2022 and ... (3 pages)View decision -
Decision Reference DRN-5652067
27 Jun 2025 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5652067 The complaint Miss B complains Cabot Credit Management Group Limited trading as Cabot Financial (Europe) Limited have: Asked her to repay a debt she doesn’t think they should Been reporting a default incorrectly Delayed dealing with her court claim which lost her the c... (2 pages)View decision -
Decision Reference DRN-5648943
27 Jun 2025 Black Horse Limited Not upheldConsumer CreditDRN-5648943 Complaint Mr L complains that Black Horse Limited (“Black Horse”) unfairly entered into a hire- purchase agreement with him. He’s said that the finance was unaffordable which resulted in him getting behind on his priority bills and almost losing his house. Background In Oct... (6 pages)View decision
