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-5460688
12 Jun 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5460688 The complaint Mr C complains that a car acquired under a hire purchase agreement with MotoNovo Finance Limited (“MotoNovo”) wasn’t of satisfactory quality when it was supplied to him. What happened The parties are familiar with the background of this complaint so I will onl... (4 pages)View decision -
Decision Reference DRN-5617801
12 Jun 2025 Larstal Limited UpheldBanking and PaymentsDRN-5617801 The complaint Miss D complains Larstal Limited, trading as Astropay, has blocked and closed her account and withheld money that was returned to her as a chargeback for goods she hadn’t received at the time – but subsequently has. To put things right, Miss D wants Astropay to... (4 pages)View decision -
Decision Reference DRN-5535721
12 Jun 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5535721 The complaint Mr and Mrs C complaint about the service they received from Barclays Bank UK PLC (“Barclays”) when attempting to open a joint account with it. In particular, they are unhappy Barclays failed to make reasonable adjustments to support Mr C in having his and Mrs C... (5 pages)View decision -
Decision Reference DRN-5167395
12 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5167395 The complaint X complains that National Westminster Bank Public Limited Company (NatWest) didn’t do enough to protect him from the financial harm caused by an investment scam. X has been represented by a claims management company throughout his complaint. I have referred to... (3 pages)View decision -
Decision Reference DRN-5339201
12 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5339201 The complaint Mr P is unhappy that Nationwide Building Society (“Nationwide”) hasn’t reimbursed him for transactions on his account he’s said he didn’t authorise. What happened In April 2022 a series of cash withdrawals was made from Mr P’s current account reducing the bala... (3 pages)View decision -
Decision Reference DRN-5571010
12 Jun 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5571010 The complaint Mr M complains that Capital One (Europe) plc incorrectly consolidated his credit cards and closed an account he’d wanted to retain. What happened Mr M held two credit card accounts with Capital One. Account ending 5410 was opened in September 2017 and account e... (2 pages)View decision -
Decision Reference DRN-5004210
12 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5004210 The complaint Mr M complains that Monzo Bank Ltd won’t refund the money he lost after falling victim to a scam. Mr M is represented in this complaint by a claims management company, but for simplicity I will refer to Mr M throughout this decision, even when referencing what... (3 pages)View decision -
Decision Reference DRN-5502677
12 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5502677 The complaint Miss M complains Barclays Bank UK PLC’s IT outage meant she couldn’t make purchases on her card. What happened There was an IT outage at Barclays over the weekend of 31 January to 2 February 2025. Miss M said this outage meant she couldn’t order food shopping... (2 pages)View decision -
Decision Reference DRN-5464253
12 Jun 2025 Nationwide Building Society Not upheldMortgagesDRN-5464253 The complaint Mr and Mrs T complain about the interest rate Nationwide Building Society has charged on their mortgage. In particular, they’re unhappy that it didn’t reduce the interest rate when Bank of England base rate reduced – even though it reduced the interest rate on ... (4 pages)View decision -
Decision Reference DRN-5232298
12 Jun 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5232298 The complaint Mr G is unhappy Wise Payments Limited closed his account. What happened Mr G held a Wise account which opened in September 2017. Mr G used this account to make international transfers. On 17 June 2024 Mr G attempted to make a transfer to the Philippines. The ... (3 pages)View decision
