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-6083517
16 Jan 2026 American Express Services Europe Limited UpheldBanking and PaymentsDRN-6083517 The complaint Mr C is unhappy American Express Services Europe Limited (AESEL) has rejected his claim for a refund for a laptop. What happened Mr C bought two laptops from an online supplier in April 2025 using his AESEL credit card. He says when he received the packages onl... (5 pages)View decision -
Decision Reference DRN-5798222
16 Jan 2026 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5798222 The complaint Miss H complains that The Royal Bank of Scotland Plc (RBS) is refusing to refund her the amount she says she lost as the result of a scam. Miss H is being represented by a third party. To keep things simple, I will refer to Miss H throughout my decision. What h... (2 pages)View decision -
Decision Reference DRN-6073653
16 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6073653 The complaint N, a limited company, complains that Barclays Bank UK PLC won’t refund the money it lost when it was the victim of a scam. What happened In late 2021 one of N’s directors, Mr M, found out about an opportunity to invest with a cryptocurrency investment company.... (2 pages)View decision -
Decision Reference DRN-5815185
16 Jan 2026 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5815185 The complaint Monzo Bank Ltd (‘Monzo’) provided Mr G with an overdraft in 2021. Mr G says the credit was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts aren’t in dispute, so I’... (2 pages)View decision -
Decision Reference DRN-6074889
16 Jan 2026 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-6074889 The complaint Mr W complains that Clydesdale Bank Plc (trading as Virgin Money) rejected his ISA transfer request due to a difference in names on the ISA transfer form. He complains that the rejection was unnecessary and Virgin Money have provided poor customer service when ... (4 pages)View decision -
Decision Reference DRN-5980262
16 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5980262 The complaint Mr C is unhappy with NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY’s (‘NatWest’) handling of a payment to his personal loan account. What happened After Mr C found himself in temporary financial difficulty in October 2024 and asked NatWest to put a pause on ... (3 pages)View decision -
Decision Reference DRN-6076835
16 Jan 2026 Bank of Scotland Plc Not upheldMortgagesDRN-6076835 The complaint Mr J complains about problems with valuations of his three Bank of Scotland plc (BOS) buy-to-let (BTL) mortgages. What happened Mr J took three BTL mortgages secured on three neighbouring properties around 2009 with BOS. Mr J believes the properties were signif... (2 pages)View decision -
Decision Reference DRN-6025319
16 Jan 2026 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-6025319 The complaint Mr H complains Capquest Debt Recovery Limited trading as Erudio Student Loans are asking for an excessive amount of information to consider deferring his student loan. What happened Mr H has a student loan originally taken out with the Student Loans Company (SL... (4 pages)View decision -
Decision Reference DRN-6072330
16 Jan 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6072330 The complaint Santander UK Plc (‘Santander’) Mr M says the overdraft was provided irresponsibly over the six-year period before he started his complaint. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The fact... (2 pages)View decision -
Decision Reference DRN-5851587
16 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5851587 The complaint Miss I complains that Barclays Bank UK PLC won’t refund the money she lost when she was the victim of a scam. What happened In March 2025, Miss I received a call from someone who said they worked for Barclays and had identified some suspicious activity on her ... (4 pages)View decision