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-6033426
2 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6033426 The complaint Miss P complains that Revolut Ltd (‘Revolut’) won’t refund the money she lost to an investment scam. She’s represented by a Claims Management Company. For simplicity, I’ll refer to Miss P throughout this decision. What happened The background is known to both p... (4 pages)View decision -
Decision Reference DRN-5998458
2 Jan 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5998458 The complaint The executors of the late Ms M’s estate complain that Clydesdale Bank Plc trading as Virgin Money (“VM”) withdraw from the role of executor resulting in delays to the administration of her estate. In particular, the executors say it delayed the return of the or... (3 pages)View decision -
Decision Reference DRN-5558598
2 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5558598 The complaint Mr W is complaining that Revolut Ltd won’t refund a payment he says he didn’t authorise, when he fell victim to a scam. What happened Mr W says that he received a scam phone call on 8 December 2024. The caller said they were calling from his bank and Mr W says ... (3 pages)View decision -
Decision Reference DRN-6045811
2 Jan 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6045811 The complaint Ms C complains HSBC UK Bank Plc unfairly marked a payment as late on her credit file. What happened Ms C had a new credit card with HSBC and made the minimum payment on the first statement she was sent. But Ms C didn’t pay enough to cover the minimum payment ... (3 pages)View decision -
Decision Reference DRN-6039651
2 Jan 2026 Fairscore Ltd UpheldConsumer CreditDRN-6039651 The complaint Ms M complains that Fairscore Ltd trading as Updraft was irresponsible in its lending to her. She wants all interest and charges on her loan refunded along with statutory interest. Ms M is represented by a third party but for ease of reference I have referred t... (6 pages)View decision -
Decision Reference DRN-6011596
2 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6011596 The complaint Mr N complained because Barclays Bank UK PLC refused to refund him for a cash machine withdrawal which he said he hadn’t made. What happened On 8 August 2025, Mr N contacted Barclays. He said he’d tried to withdraw £50 with his Barclays card, at a cash machine... (3 pages)View decision -
Decision Reference DRN-6012149
2 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6012149 The complaint H, a limited company, complains Barclays Bank UK PLC’s IT outage stopped it making a payment and caused a significant loss, which it wants refunded. H is represented by a director, who’s in turn represented by Mrs M. What happened Mrs M made a payment of £10... (3 pages)View decision -
Decision Reference DRN-6010547
2 Jan 2026 Black Horse Limited Not upheldConsumer CreditDRN-6010547 The complaint Mr B complains that the car he acquired through Black Horse Limited (“BHL”) wasn’t of satisfactory quality. He says it’s spent more time in the garage than with him and it’s caused his family stress. He wants to reject the car and have his deposit refunded. Wha... (4 pages)View decision -
Decision Reference DRN-5996473
2 Jan 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5996473 The complaint Mr H complains Monzo Bank Ltd unfairly loaded him to a fraud database. What happened Mr H received a payment of £100, and the sender of the money told their bank the payment was fraudulent. The sending bank contacted Monzo, and Monzo asked Mr H about the pay... (3 pages)View decision -
Decision Reference DRN-5982230
2 Jan 2026 AmTrust Specialty Limited Not upheldInsuranceDRN-5982230 The complaint Mr M complains about the way AmTrust Specialty Limited (AmTrust) has handled the claim he made under his income protection insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised events. Mr M... (4 pages)View decision