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-5860957
3 Dec 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5860957 The complaint Mr G complains that Starling Bank Limited (“Starling”) won’t refund payments he made as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, I understand it to be as ... (4 pages)View decision -
Decision Reference DRN-5860993
3 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5860993 The complaint Mr G complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) won’t refund payments he made as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, ... (4 pages)View decision -
Decision Reference DRN-5878546
3 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5878546 The complaint Mrs S is unhappy with her credit card provider, NewDay Ltd trading as John Lewis Partnership Credit Card, after it rejected her claim for a refund for a hotel stay. Mrs S has been represented at times, but to keep things simple, I’ve only referred to Mrs S. Wha... (4 pages)View decision -
Decision Reference DRN-5978197
3 Dec 2025 Acromas Insurance Company Limited Not upheldInsuranceDRN-5978197 The complaint Mr G complains about how Acromas Insurance Company Limited handled a claim he made on his parts and garage policy. What happened Mr G held a parts and garage policy with Acromas. When he noticed an electrical fault with his vehicle, he called for assistance. A ... (3 pages)View decision -
Decision Reference DRN-5835365
3 Dec 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5835365 The complaint Mr H complains that Barclays Bank UK PLC lent to him irresponsibly. What happened In September 2012, an overdraft of £200 was added to Mr H’s Student Account. It was increased to £400 in July 2013 and £900 in December 2013. It remained at that level since. As t... (5 pages)View decision -
Decision Reference DRN-5943753
3 Dec 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5943753 The complaint Mr B complains that Capital One (Europe) plc lent irresponsibly when it approved his credit card application. What happened Mr B applied for a Capital One credit card in November 2023. In his application, Mr B said he was employed with an annual income of £32,... (3 pages)View decision -
Decision Reference DRN-5589709
3 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5589709 The complaint A company, which I’ll refer to as C, complains that Monzo Bank Ltd won’t refund money which C believes was lost to an Authorised Push Payment (“APP”) scam. Mrs D, who is a director of C, brings the complaint on C’s behalf. What happened The background to this... (4 pages)View decision -
Decision Reference DRN-5992990
3 Dec 2025 MONEYBARN NO.1 LIMITED UpheldConsumer CreditDRN-5992990 The complaint Miss W complains that a car acquired under a conditional sale agreement with Moneybarn No.1 Limited (“Moneybarn”) wasn’t of satisfactory quality when it was supplied to her. What happened Both parties are familiar with the background of this complaint so I wil... (4 pages)View decision -
Decision Reference DRN-5991833
3 Dec 2025 First Central Insurance Management Limited UpheldInsuranceDRN-5991833 The complaint Miss B complains about how First Central handled the cancellation of her motor insurance policy after she updated the policy when she passed her driving test and changed her driving licence from a provisional licence to a full licence. She is concerned at the f... (7 pages)View decision -
Decision Reference DRN-5927378
3 Dec 2025 Next Retail Limited Not upheldConsumer CreditDRN-5927378 The complaint Next Retail Limited provided Miss M with a credit account in 2010. It had an initial credit limit of £150, and several limit increases over the following years up to £5,000 in February 2019. Miss M says the credit was provided irresponsibly. What happened Next... (3 pages)View decision