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-5954790
10 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5954790 The complaint Miss P, with the assistance of a representative, complains National Westminster Bank PLC (NatWest) refused a time critical payment she authorised it to make. What happened Miss P explained she needed to pay for some work to be completed by a ‘well-established’ ... (4 pages)View decision -
Decision Reference DRN-5893597
10 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5893597 The complaint Mr L is unhappy that Santander UK Plc, has decided not to refund him, after he invested in what he now thinks is a scam. What happened I’m satisfied the circumstances of this complaint are well-known to both parties, as such I have summarised them briefly belo... (4 pages)View decision -
Decision Reference DRN-5551438
10 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5551438 The complaint A company which I’ll call ‘C’ complains that National Westminster Bank Public Limited Company (‘NatWest’) treated him unfairly when it closed his business account after it fell into arrears on its Bounce Back Loan. The complaint is brought on C’s behalf by its... (3 pages)View decision -
Decision Reference DRN-5737760
10 Dec 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5737760 The complaint Ms O says Starling Bank Limited (“Starling”) refuses to refund her for transactions on her account she says she didn’t authorise. What happened The facts of this complaint are well known to both parties, so I see no need to repeat them in detail here. In short,... (3 pages)View decision -
Decision Reference DRN-5956124
10 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5956124 The complaint Mrs A complains that Barclays Bank UK PLC unfairly closed her accounts and withheld access to her funds. What happened Barclays closed Mrs A’s accounts in October last year because the bank established that she was no longer a UK resident. Mrs A says she hadn’t... (3 pages)View decision -
Decision Reference DRN-6009715
10 Dec 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-6009715 The complaint Mr B complains that J.P. Morgan Europe Limited, trading as Chase, won’t refund the money he lost to 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 of some of the... (9 pages)View decision -
Decision Reference DRN-5886904
10 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5886904 The complaint Mr P complains about Bank of Scotland plc trading as Halifax. Mr P has a dormant account with Halifax which he wants to access. Mr P is unhappy about the identification documents (ID) Halifax have requested to reactivate the account. Mr P wants Halifax to react... (6 pages)View decision -
Decision Reference DRN-6012783
10 Dec 2025 Unum Ltd UpheldInsuranceDRN-6012783 The complaint Mr T complains that Unum Ltd declined a claim on his group critical illness policy. What happened Mr T first joined his employer’s group critical illness policy in 1995. In 2002, Mr T was signed off work due to his mental health. He didn’t return to work and hi... (4 pages)View decision -
Decision Reference DRN-5906031
10 Dec 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5906031 The complaint Ms S complains about the poor customer service and delays experienced when bringing her complaint about an unauthorised transaction to Vanquis Bank Limited (“Vanquis”) What happened To be clear, Ms S brought her complaint about an unauthorised transaction on he... (3 pages)View decision -
Decision Reference DRN-6007820
10 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6007820 The complaint Mr D complains that the Bank of Scotland plc trading as Halifax (“Halifax”) irresponsibly provided him with a credit card with a £4,500 limit which he couldn’t afford. For ease of reference, I’ve referred to Mr D when referring to both him and his representati... (2 pages)View decision