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 392389 results
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Decision Reference DRN-6063844
8 Jan 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-6063844 The complaint Mr and Mrs P are unhappy with Barclays Bank UK Plc. Mr and Mrs P said between December 2021 and June 2022 an energy provider “E” took £285 from their joint account through unauthorised Direct Debits. What happened Mr and Mrs P said they never signed any Direc... (3 pages)View decision -
Decision Reference DRN-5766979
8 Jan 2026 The Royal Bank of Scotland Plc Not upheldConsumer CreditDRN-5766979 The complaint Mr C is unhappy with how The Royal Bank of Scotland Plc (“RBS”) processed an application he made for a personal loan, and with the service he received surrounding that application. What happened Mr C applied for a personal loan with RBS but received a near inst... (3 pages)View decision -
Decision Reference DRN-5911676
8 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5911676 The complaint Miss W complains that HSBC UK Bank Plc (trading as first direct) has not refunded the money she lost to what she believes was a scam. What happened In 2023 Miss W invested in property. This was via a personal loan to an individual I will call Mr C. Miss W had ... (3 pages)View decision -
Decision Reference DRN-5901221
8 Jan 2026 Equifax Limited Not upheldConsumer CreditDRN-5901221 The complaint Ms G complains Equifax Limited is reporting incorrect information on her credit file and won’t provide access to her online account. What happened Around December 2024 Ms G contacted Equifax as she said a company, I’ll refer to as E, had carried out a hard sea... (4 pages)View decision -
Decision Reference DRN-6025708
8 Jan 2026 Starling Bank Limited UpheldBanking and PaymentsDRN-6025708 The complaint A, a limited company, complains that Starling Bank Limited has not refunded money it lost through what it now believes was a scam. A is represented by ‘Q’, which brings the complaint on A’s behalf. What happened As all parties are familiar with the circumstance... (6 pages)View decision -
Decision Reference DRN-6051141
8 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6051141 The complaint Mr H has complained Revolut Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr H had opened an account with Revolut in March 2024. He discovered in 2025 that as well as closing his account, Revolut had lodged ... (2 pages)View decision -
Decision Reference DRN-5986687
8 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5986687 The complaint Mr D complains Nationwide Building Society unfairly stopped a payment he wanted to send and blocked his account. What happened In July 2025, Nationwide declined a payment when Mr D tried to transfer a three-figure amount from his account with Nationwide to an ... (2 pages)View decision -
Decision Reference DRN-5895148
8 Jan 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-5895148 The complaint Mr C complains Wise Payments Limited trading as Wise didn’t do enough to get a refund for transactions made on his debit card. What happened In January and February 2025, Mr C made a number of transactions, via his Wise debit card to online merchants. Mr C th... (4 pages)View decision -
Decision Reference DRN-6015075
8 Jan 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-6015075 The complaint Miss K complains that NewDay Ltd trading as Marbles (NewDay) acted irresponsibly by agreeing to lend to her. What happened Around March 2021 Miss K applied for a revolving credit facility (Aqua credit card) with NewDay. Miss K’s application was successful with ... (6 pages)View decision -
Decision Reference DRN-6010031
8 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6010031 The complaint Miss A has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened Miss A opened an account with Monzo in December 2021. In July 2024 Monzo received a fraud report from another bank about a payme... (2 pages)View decision