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 179155 results
-
Decision Reference DRN-6062784
27 Jan 2026 Revolut Ltd UpheldBanking and PaymentsDRN-6062784 The complaint Mr K complains that Revolut Ltd has failed to arrange a refund to him in respect of an international payment. What happened In July 2025 Mr K instructed Revolut to make an international payment for a substantial sum. Revolut sent the payment to its payment proc... (3 pages)View decision -
Decision Reference DRN-6055224
27 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6055224 The complaint Mr T complains Santander UK Plc didn’t do enough to intervene in his compulsive spending. What happened Mr T was using his Santander account to gamble and says between September 2023 and June 2025 he spent over £12,000. Mr T says Santander didn’t intervene in... (3 pages)View decision -
Decision Reference DRN-5915661
27 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5915661 The complaint Miss C complains that Lloyds Bank PLC failed to raise an indemnity claim under the Direct Debit Guarantee (the Guarantee). What happened Miss C contacted Lloyds to raise a direct debit indemnity claim. She asked Lloyds to credit her account with the value of a... (2 pages)View decision -
Decision Reference DRN-5903731
27 Jan 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5903731 The complaint Mr O complains about the way American Express Services Europe Limited trading as American Express (‘Amex’) handled his claim for a refund. What happened The background to this complaint is well known by both parties so I’ll focus my decision on my findings whic... (2 pages)View decision -
Decision Reference DRN-6087411
27 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6087411 The complaint Mr D complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) didn’t do enough to protect his money from an investment scam and hasn’t refunded him the money he lost. What happened Mr D explained that he joined a group chat where investments we... (3 pages)View decision -
Decision Reference DRN-5760080
26 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5760080 The complaint Mrs T has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) failed to update her about her offer to settle an outstanding balance, resulting in the debt being passed to a third party collections agent. Mrs T would like the outstanding... (2 pages)View decision -
Decision Reference DRN-6106790
26 Jan 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6106790 The complaint The Estate of Mrs B’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the... (7 pages)View decision -
Decision Reference DRN-6042017
26 Jan 2026 Startline Motor Finance Limited Not upheldConsumer CreditDRN-6042017 The complaint Mr M complains that Startline Motor Finance Limited sent him a Notice of Termination and threatened to repossess his vehicle despite all his payments being up to date. What happened In October 2022 Mr M was supplied with a car and entered into a finance agreeme... (2 pages)View decision -
Decision Reference DRN-6106765
26 Jan 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6106765 The complaint Mr O’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974... (7 pages)View decision -
Decision Reference DRN-5955968
26 Jan 2026 Santander UK Plc UpheldConsumer CreditDRN-5955968 The complaint Mr S has complained about Santander UK Plc holding him liable for a debt which he says was taken out fraudulently in his name. What happened In summary, in 2025 a £10,000 Santander loan was taken out in Mr S’s name and paid to a family member’s Santander accoun... (3 pages)View decision