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
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Decision Reference DRN-6032726
23 Jan 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6032726 The complaint Mrs D complains that Santander UK Plc (Santander) irresponsibly provided her with a credit card account that she could not afford to repay. What happened In November 2019, Mrs D applied for a credit card account with Santander. She was given a credit limit of ... (3 pages)View decision -
Decision Reference DRN-5951318
23 Jan 2026 Prepay Technologies Ltd UpheldBanking and PaymentsDRN-5951318 The complaint Mr B complains about Prepay Technologies Ltd (PTL) when he attempted to use a Travel Money Prepaid Currency Card abroad, and how they handled the associated complaint. What happened In June 2025, Mr B purchased a travel money card from a retailer and loaded it... (3 pages)View decision -
Decision Reference DRN-5825202
23 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5825202 The complaint Mr T is unhappy that Revolut Ltd won’t reimburse losses from payments he made to a scammer. What happened The key events of this complaint are already known to both parties, so I won’t outline everything again here. In short, Mr T fell victim to an advance-fee ... (2 pages)View decision -
Decision Reference DRN-6100239
23 Jan 2026 Inclusive Finance Limited UpheldConsumer CreditDRN-6100239 The complaint Mr W complains that Inclusive Finance Limited trading as Creditspring (Creditspring) acted irresponsibly when they agreed to lend to him. What happened In March 2021 Mr W entered into a Fixed Sum loan agreement with Creditspring for £500. He agreed to pay a fee... (4 pages)View decision -
Decision Reference DRN-6100229
23 Jan 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-6100229 The complaint Mr S complains Barclays Bank UK PLC’s IT outage meant his card didn’t work and then he received poor service in a phone call. What happened Mr S tried to use his card in a shop on 31 January 2025, and it was declined four times. Mr S called Barclays and spok... (3 pages)View decision -
Decision Reference DRN-5745605
23 Jan 2026 Lendable Ltd Not upheldConsumer CreditDRN-5745605 The complaint Mr F complains that Madison CF UK Limited trading as 118 118 Money lent to him irresponsibly when it approved a £2,000 fixed sum loan in May 2022. He says the loan was unaffordable and it made his position worse. He later used a new loan to settle this one earl... (2 pages)View decision -
Decision Reference DRN-5806403
23 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5806403 The complaint Mr A is unhappy that National Westminster Bank Public Limited Company (‘NatWest’) won’t refund him after he reported being the victim of a scam. What happened Both sides are aware of what happened so I will provide a summary. Mr A told us he wanted to refit his... (4 pages)View decision -
Decision Reference DRN-6100015
23 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6100015 The complaint Mr and Mrs O complain that Revolut Ltd won’t refund payments made as a result of a scam. What happened • Mr O was the victim of an impersonation safe account scam. On 13 September 2024, he was called by a fraudster who purported to be from Nationwide. They expl... (2 pages)View decision -
Decision Reference DRN-6080309
23 Jan 2026 Revolut Ltd UpheldBanking and PaymentsDRN-6080309 The complaint Mr O complains that Revolut Ltd won’t refund payments he made as a result of a scam. What happened • Mr O was the victim of an impersonation safe account scam. On 13 September 2024, he was called by a fraudster who purported to be from Nationwide. They explaine... (5 pages)View decision -
Decision Reference DRN-6096740
23 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6096740 The complaint Mr H complains that Santander UK Plc won’t refund a payment he made as a result of a scam. What happened • Mr H disputed a card payment he made to a trading broker, that I’ll refer to as S, for £3,000.00 in October 2024. Santander declined to refund him, as he ... (3 pages)View decision