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-5643868
23 Sep 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5643868 The complaint Miss B complains that a car supplied to her under a hire purchase agreement with Oodle Financial Services Limited (OFS) is of unsatisfactory quality. What happened “The circumstances surrounding this complaint and my initial findings were set out in my provisio... (4 pages)View decision -
Decision Reference DRN-5768107
23 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5768107 The complaint Mr O complains Nationwide Building Society (“Nationwide”) hasn’t refunded funds he says he lost as the result of a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the details here. Mr O said he was... (4 pages)View decision -
Decision Reference DRN-5550054
23 Sep 2025 Wesleyan Assurance Society Not upheldPensions and AnnuitiesDRN-5550054 The complaint Mr A complains that Wesleyan Assurance Society (Wesleyan) delayed the payment of an income withdrawal from his Personal Pension Plan (PPP) and then provided incorrect valuations of his plan, dramatically reducing its value. He wants the higher value reinstated.... (3 pages)View decision -
Decision Reference DRN-5669984
23 Sep 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5669984 The complaint Mr O complains that Metro Bank PLC (‘Metro’) won’t refund the money he says was lost as the result of a scam. What happened Mr O says he was subletting a property through an individual I’ll refer to as S. Mr O made rent payments in August 2024 for £712.08 and ... (3 pages)View decision -
Decision Reference DRN-5357374
23 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5357374 The complaint Mr G complains that Barclays Bank UK PLC won’t refund the full amount of money he 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. In summary, Mr G fell victim to an investment sc... (3 pages)View decision -
Decision Reference DRN-5834909
23 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5834909 The complaint Mr J is unhappy that Barclays Bank UK PLC won’t reimburse money he lost to a scam. Mr J is represented by a third-party claims firm, but I will refer to Mr J here. What happened The background to this complaint is well known to both parties, so I won’t repeat... (3 pages)View decision -
Decision Reference DRN-5718058
23 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5718058 The complaint Mr A complains about the exchange rate Santander UK Plc used when converting two incoming pension payments. He thinks the rate was unfair and the information provided about the rates was misleading. What happened On 17 January 2024, Mr A received a payment of €... (3 pages)View decision -
Decision Reference DRN-5830716
23 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5830716 The complaint Mr B complains that Revolut Ltd stopped awarding him points for purchases made through a payment app (C). What happened Through his Revolut card Mr B received points which were converted into cashback for purchases made through the card. He made a number of pur... (2 pages)View decision -
Decision Reference DRN-5830655
23 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5830655 The complaint Mr O has complained National Westminster Bank Public Limited Company did nothing to sort out issues he had with reporting fraud and the difficulties this caused him. What happened Mr O’s son has mostly represented him in his complaint. However for ease, I have ... (4 pages)View decision -
Decision Reference DRN-5832966
23 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5832966 The complaint Mr S complains Bank of Scotland plc won’t refund a direct debit payment taken from his account which he says he did not authorise. What happened On 20 March 2025, a direct debit payment of £54 to a lottery company debited Mr S’ account. He reported this as fra... (2 pages)View decision
