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 381082 results
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Decision Reference DRN-5304452
5 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5304452 The complaint Mr M says Nationwide Building Society (“Nationwide”) refuses to refund him money he says he lost to a scam. What happened The circumstances of this complaint are well known to both parties, so I won’t repeat them in detail here. In short, Mr M says he fell vict... (5 pages)View decision -
Decision Reference DRN-5453754
5 Aug 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5453754 The complaint Mrs K has complained that Shawbrook Bank Limited “Shawbrook” rejected her claim against it under Section 75 of the Consumer Credit Act 1974. The complaint is about a solar panel system “the system” that Mrs K bought. But the complaint has been brought on behal... (9 pages)View decision -
Decision Reference DRN-5726073
5 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5726073 Complaint Mrs R is unhappy that Santander UK Plc didn’t reimburse her after she reported falling victim to a scam. Background Mrs R hired a gardener to do some work in her garden. He started by cutting down trees. She was later quoted £3,500 for more work, including replacin... (2 pages)View decision -
Decision Reference DRN-5546543
5 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5546543 The complaint Mr T complains about how NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) has treated him when he got into financial difficulty in relation to this overdraft facility. What happened Mr T says that despite him letting NatWest know he was in financia... (3 pages)View decision -
Decision Reference DRN-5467542
5 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5467542 The complaint Mr L is complaining about Revolut Ltd because it declined to refund money he says he lost as a result of fraud. What happened Mr L held an existing account with Revolut. On 11 October 2023, he made two transfers for £4,000 and £2,000 to a company he believed wo... (3 pages)View decision -
Decision Reference DRN-5696444
5 Aug 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5696444 The complaint Mr S complains that Vanquis Bank Limited defaulted his loan account without telling him. He also complains that there was a delay in Vanquis sending him a data subject access request (DSAR), and when he did receive it, it didn’t include all of the information i... (3 pages)View decision -
Decision Reference DRN-5726735
5 Aug 2025 Home Retail Group Card Services Limited Not upheldConsumer CreditDRN-5726735 The complaint Mr I complains that Home Retail Group Card Services Limited trading as Argos Card (‘Argos’) unfairly applied deferred interest to his credit account in relation to Buy Now Pay Later transactions. Mr I wants this matter resolved as it’s causing him a lot of worr... (3 pages)View decision -
Decision Reference DRN-5733994
5 Aug 2025 Somerset Bridge Insurance Services Limited Not upheldInsuranceDRN-5733994 The complaint Mr G complains about Somerset Bridge Insurance Limited trading as Go Skippy (“SBIL”) and how he feels their referral to a third-party company left him with outstanding storage fees he’s now required to pay. What happened The claim and complaint circumstances ar... (3 pages)View decision -
Decision Reference DRN-5736057
5 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5736057 The complaint F complains Barclays Bank UK PLC (“Barclays”) refuses to refund it for transactions on it’s account it says it didn’t authorise. This complaint has been brought by one of the directors of F, for ease I will call them “M” What happened The facts of this complain... (2 pages)View decision -
Decision Reference DRN-5702993
5 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5702993 The complaint Mrs D is unhappy that Revolut Ltd has decided not to refund her after she was the victim of a scam. What happened Mrs D made 16 card payments to cryptocurrency providers totalling £12,057, from June 2023 through to August 2023. The payments ranged in value bet... (5 pages)View decision
