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
-
Decision Reference DRN-5671102
19 Nov 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5671102 The complaint Miss A complains that Monzo Bank Ltd won’t refund her the money she lost after she fell victim to an Authorised Push Payment (APP) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail here. But ... (4 pages)View decision -
Decision Reference DRN-5418488
19 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5418488 The complaint Mr C complains Santander UK Plc won’t refund money he lost when he fell victim to an investment scam. In bringing this complaint Mr C is supported by a professional representative, but for ease of reading I will refer solely to Mr C in this decision. Backgrou... (5 pages)View decision -
Decision Reference DRN-5697548
19 Nov 2025 Lantern Debt Recovery Services Limited Not upheldConsumer CreditDRN-5697548 The complaint Mr J complains that Lantern Debt Recovery Services Limited trading as Lantern (Lantern) have failed to prove the debt they are pursuing him for is enforceable. What happened Mr J’s complaint centres around a credit card account that was taken out in 2021, with ... (4 pages)View decision -
Decision Reference DRN-5503577
19 Nov 2025 PayrNet Limited Not upheldBanking and PaymentsDRN-5503577 The complaint Mr S complains that PayrNet Limited closed Pluxee card account without notice. What happened Mr S successfully applied for a Pluxee card. The card is a pre-paid card which can be used by employers to provide employment benefits, such as discounts and cashback t... (2 pages)View decision -
Decision Reference DRN-5760433
19 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5760433 The complaint Mr A complains about the actions of Barclays UK Plc when he lost money to a scam. Mr A is being supported by a legal representative but for ease of reading I’ll only refer to Mr A. What happened The detailed background to this complaint is well known to both ... (3 pages)View decision -
Decision Reference DRN-5922820
19 Nov 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5922820 The complaint Mr A complains that Nationwide Building Society unfairly defaulted his credit card and reported this status to credit reference agencies (CRAs). What happened Mr A held a credit card with Nationwide. In December 2024 Mr A made Nationwide aware he was going to b... (4 pages)View decision -
Decision Reference DRN-5870326
19 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5870326 The complaint Mr H complained about the service provided by NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) when he wanted to make a purchase but believed that his account balance didn’t reflect a deposit he’d paid in and that some of his money had gone missing.... (2 pages)View decision -
Decision Reference DRN-5631882
19 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5631882 The complaint Mrs V, who is the executor of her late mother’s (Mrs J’s) estate, has complained about the late Mrs J’s bank, Bank of Scotland plc trading as Halifax. Mrs V says Halifax failed to return funds the Mrs J lost when she fell victim to various scams. The complaint... (6 pages)View decision -
Decision Reference DRN-5782875
19 Nov 2025 Fortegra Europe Insurance Company Ltd Not upheldInsuranceDRN-5782875 The complaint Mr K complains about the service he had from Fortegra Europe Insurance Company Ltd (“Fortegra”) and that it took too long to pay a claim under his excess insurance policy. What happened Mr K had an excess insurance policy with Fortegra. He hired a car overseas,... (2 pages)View decision -
Decision Reference DRN-5778223
19 Nov 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5778223 The complaint Mr and Mrs T complain that Starling Bank Limited hasn’t reimbursed the money they’ve lost to a scam. What happened Mr and Mrs T say they were introduced to a company I’ll refer to as ‘C’ by a family member who worked as a property advisor. In brief, C was claim... (5 pages)View decision