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 162956 results
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Decision Reference DRN-5263659
12 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5263659 The complaint Miss C complains Revolut Ltd (“Revolut”) didn’t do enough to protect her when she fell victim to a scam. What happened Miss C said she lost money to a scam when she tried to purchase tickets for a concert. Miss C said she spoke with someone, who I’ll refer to ... (4 pages)View decision -
Decision Reference DRN-5315764
12 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5315764 The complaint Mr W complains that Barclays Bank UK Plc increased his credit limit and allowed him to make a payment from his credit card account without intervention, when he was the victim of a scam. What happened Mr W fell victim to a cryptocurrency investment scam. The s... (3 pages)View decision -
Decision Reference DRN-5320409
12 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5320409 The complaint Mr V is unhappy National Westminster Bank Public Limited Company (“NatWest”) didn’t refund payments he made as part of a scam. Mr V brings his complaint via professional representatives, but for simplicity I’ve referred to the actions of Mr V throughout this de... (5 pages)View decision -
Decision Reference DRN-5542250
12 Jun 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5542250 The complaint Mr R complains TSB Bank plc didn’t charge him the rate he’d been told it would when he received a payment from an overseas account. What happened Mr R has an account with TSB. Mr R says he contacted TSB using its online chat service in October 2023 to ask what ... (2 pages)View decision -
Decision Reference DRN-5602140
12 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5602140 The complaint Mr F has complained about how medical conditions have been dealt with under a Barclays Bank UK PLC (“Barclays”) Travel Pack. What happened In December 2023, Mr F was diagnosed with a heart condition. He subsequently received treatment for his condition, and he ... (3 pages)View decision -
Decision Reference DRN-5620083
12 Jun 2025 Lendable Ltd Not upheldConsumer CreditDRN-5620083 The complaint Mr D complains about a car supplied under a hire purchase agreement, provided by Lendable Ltd trading as Autolend (‘Lendable’). What happened Around January 2024 Mr D acquired a used car under a hire purchase agreement with Lendable. The car is listed with a ca... (7 pages)View decision -
Decision Reference DRN-5539554
12 Jun 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5539554 The complaint Mr H complains that TSB Bank plc (TSB) allowed his account to become overdrawn. What happened In December 2024, Mr H was frequently using his TSB bank account for on-line gambling transactions with Company A. Mr H thought he could only go ahead with these tra... (2 pages)View decision -
Decision Reference DRN-5068503
12 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5068503 The complaint Mrs K complains that Revolut Ltd won’t refund money she lost when she was a victim of an investment scam. Mrs K is represented by a firm I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll only refer to... (11 pages)View decision -
Decision Reference DRN-5256473
12 Jun 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5256473 The complaint A limited company, which I’ll refer to as S, complains that Santander UK Plc gave it incorrect advice regarding its bounce back loan (“BBL”), resulting in it going into arrears. S says the bank then bombarded it with calls and letters regarding arrears. S is re... (4 pages)View decision -
Decision Reference DRN-5130134
12 Jun 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5130134 The complaint Mrs A complains about the quality of a car she financed with CA AUTO FINANCE UK LTD (‘CF). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes with ... (4 pages)View decision
