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-6004599
20 Jan 2026 American Express Services Europe Limited UpheldBanking and PaymentsDRN-6004599 The complaint Mr K complains that American Express Services Europe Limited (Amex) has treated him unfairly regarding a transaction he made on his credit card. What happened On 4 March 2023, Mr K paid £1,200 to a company (transaction 1), who I’ll call B, using his Amex credit... (3 pages)View decision -
Decision Reference DRN-5997124
20 Jan 2026 Metro Bank PLC UpheldBanking and PaymentsDRN-5997124 The complaint Mr H complains Metro Bank PLC blocked his debit card and didn’t tell him about it. What happened Mr H explained his Metro debit card was declined when he tried to make a purchase in a shop in late August 2025. Mr H explained he therefore visited a branch of Met... (3 pages)View decision -
Decision Reference DRN-5811077
20 Jan 2026 REMITLY U.K., LTD Not upheldBanking and PaymentsDRN-5811077 The complaint Miss S is complaining that REMITLY U.K., LTD (Remitly) didn’t do enough to prevent her from sending payments to a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only set them out briefly here. Miss S fell victim t... (2 pages)View decision -
Decision Reference DRN-6047051
20 Jan 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-6047051 Complaint Mrs B has complained about a credit card Clydesdale Bank Plc (trading as “Virgin Money”) provided to her. She says that the card was provided to her despite her existing high debt levels and her being unable to afford additional credit. Background Virgin Money pr... (4 pages)View decision -
Decision Reference DRN-6033897
20 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6033897 The complaint Miss C complains that following raising a number of disputes about payments Santander UK Plc (“Santander”) unfairly took the decision to close her accounts with it and failed to take into consideration her disabilities which was the reason she raised her paymen... (3 pages)View decision -
Decision Reference DRN-5837905
20 Jan 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5837905 The complaint Mrs M complains about a penalty charge she incurred when she moved her ISA from another provider to Nationwide Building Society. What happened In April 2025 Mrs M applied to transfer her cash ISA with another provider to Nationwide. The ISA transfer request wa... (3 pages)View decision -
Decision Reference DRN-5973357
20 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5973357 The complaint Mrs G has complained that she’s been paying Santander UK Plc £5 a month to reduce her overdraft, but it now expects her to increase this to £10 a month, and contacts her repeatedly. It’s also changing the type of account she holds with it. What happened Mrs G h... (2 pages)View decision -
Decision Reference DRN-6004695
20 Jan 2026 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-6004695 The complaint Mr E complains J.P. Morgan Europe Limited trading as Chase (“Chase”) acted unfairly by not refunding a payment he made using his debit card. What happened In September 2024, Mr E purchased return flights with an airline I’ll refer to as A, for a trip the follo... (3 pages)View decision -
Decision Reference DRN-5839756
20 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5839756 The complaint Miss S is complaining that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) didn’t do enough to prevent her from making payments to a scam. What happened The circumstances of the complaint aren’t in dispute, so I’ll only explain things briefly here. M... (2 pages)View decision -
Decision Reference DRN-6003460
20 Jan 2026 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-6003460 The complaint Mr C complains about how Clydesdale Bank Plc trading as Virgin Money handled the claim he made to it. 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 dis... (4 pages)View decision