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-5826085
23 Sep 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5826085 The complaint Miss A complains that Metro Bank PLC won’t refund all the money she lost as a result of a scam. What happened Miss A was the victim of a job scam. In summary, she was contacted by someone who purported to work for a company that I’ll refer to as ‘A’. They told ... (3 pages)View decision -
Decision Reference DRN-5772044
23 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5772044 The complaint Mr G complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) hasn’t refunded the money he lost to a scam. Mr G referred his complaint to this service with the help of a professional representative. However, for ease of reading, I’ll refer o... (5 pages)View decision -
Decision Reference DRN-5772090
23 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5772090 The complaint Mr G complains that HSBC UK Bank PLC (‘HSBC’) hasn’t refunded the money he lost to a scam. Mr G referred his complaint to this service with the help of a professional representative. However, for ease of reading, I’ll refer only to Mr G throughout my decision.... (3 pages)View decision -
Decision Reference DRN-5829705
23 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5829705 The complaint Mr P is unhappy with National Westminster Bank PLC. He’s unhappy with the way NatWest acted between 26 July 2018 and 5 December 2018 around his gambling activity from his bank account. He said it should have noticed he was vulnerable. What happened Mr P said h... (3 pages)View decision -
Decision Reference DRN-5821666
23 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5821666 The complaint Mr J complains about the actions taken by Nationwide Building Society when it stopped a payment he wanted to make and blocked his online banking. To put things right Mr J would like Nationwide to pay him more substantial compensation to better reflect his time... (4 pages)View decision -
Decision Reference DRN-5634027
23 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5634027 The complaint Mr A doesn’t believe NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) did enough to protect him from an investment scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview ... (3 pages)View decision -
Decision Reference DRN-5616715
23 Sep 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5616715 The complaint Mrs K is unhappy that NewDay Ltd trading as Debenhams (Debenhams) charged her a cash advance fees and interest on her credit card when she used it to purchase an item. When I refer to what Mrs K and/or Debenhams said or did, it should also be taken to include ... (3 pages)View decision -
Decision Reference DRN-5775600
23 Sep 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5775600 The complaint Mr and Mrs D complain about how Inter Partner Assistance SA (“IPA”) has handled a claim under their travel insurance policy. What happened Mr and Mrs D bought an annual multi-trip travel insurance policy to cover them between 18 January 2024 and 17 January 202... (3 pages)View decision -
Decision Reference DRN-5628925
23 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5628925 The complaint Mrs C complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost to a scam. What happened The background is known to both parties, so I won’t repeat all the details here. In summary, Mrs C says she was a first-time seller on a well-known online mar... (3 pages)View decision -
Decision Reference DRN-5835703
23 Sep 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5835703 The complaint Mr W complains that a hire purchase agreement he entered with Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Finance (“MBFS”) to acquire a car was misrepresented to him. Because of that, he feels the structure of the agreement is unfair. ... (7 pages)View decision
