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-5727582
22 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5727582 The complaint Mr A complains that Wise Payments Limited trading as Wise (Wise) unfairly closed his account without providing a proper explanation. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a brief overview of... (3 pages)View decision -
Decision Reference DRN-5830898
22 Sep 2025 National House-Building Council UpheldInsuranceDRN-5830898 The complaint Mr W is unhappy with delays caused by National House-Building Council (NHBC) during a claim he made under his Buildmark policy for defects with his home. What happened In 2023 Mr W raised various issues with his property to the developer. In January 2024, NHBC... (2 pages)View decision -
Decision Reference DRN-5255207
22 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5255207 The complaint Mr N complains that Revolut Ltd didn’t do enough to prevent him losing money to a scam. Mr N has used a representative to bring his complaint. But, for ease of reading, I’ll mostly just refer to Mr N himself where I also mean the representative. What happened... (3 pages)View decision -
Decision Reference DRN-5569042
22 Sep 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5569042 The complaint Mr J complains that PayPal UK Ltd unfairly closed his account. He wants PayPal to provide an explanation for its actions. What happened In January 2025, PayPal reviewed Mr J’s account. Following its review PayPal told Mr J that a permanent limitation had been ... (2 pages)View decision -
Decision Reference DRN-5255225
22 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5255225 The complaint Mr N complains that Nationwide Building Society didn’t do enough to prevent the loss he suffered when he was the victim of a scam. Mr N has used a representative to help with his complaint. But, for ease of reading, I’ll mostly just refer to Mr N himself, wher... (4 pages)View decision -
Decision Reference DRN-5186328
22 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5186328 The complaint Miss M complains that Santander UK Plc won’t refund the money she lost when she was the victim of a scam. What happened In July 2024, Miss M found out about a potential job with a marketing company from a social media website. She was then contacted by someone... (3 pages)View decision -
Decision Reference DRN-5797712
22 Sep 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5797712 Complaint Mr R complains that Moneybarn No.1 Limited (trading as “Moneybarn”) unfairly entered into a conditional sale agreement with him. He’s said that the proper checks weren’t carried out and he was provided with finance that was unaffordable. Background In November 202... (3 pages)View decision -
Decision Reference DRN-5375213
22 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5375213 The complaint Miss D is being represented by solicitors. She’s complaining about Monzo Bank Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Miss D fell victim to a cruel scam whereby someone she met online and believed she’d formed... (4 pages)View decision -
Decision Reference DRN-5749833
22 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5749833 The complaint Mr F complains that Wise Payments Limited trading as Wise (Wise) unfairly closed his account without providing a proper explanation. What happened The detailed background of this complaint is well known to both parties. So, I’ll only provide a brief overview of... (4 pages)View decision -
Decision Reference DRN-5255242
22 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5255242 The complaint Mr N and Miss M complain that Nationwide Building Society didn’t do enough to prevent the loss they suffered when Mr N was the victim of a scam. Mr N and Miss M have used a representative to help with their complaint. But, for ease of reading, I’ll mostly just... (3 pages)View decision
