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 179851 results
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Decision Reference DRN-5749579
20 Jan 2026 Trading 212 UK Limited Not upheldBanking and PaymentsDRN-5749579 The complaint Ms L complains Trading 212 UK Limited didn’t help her enough when she had problems making an instant transfer causing her to lose out on interest, distress and inconvenience. What happened Ms L has a trading account with Trading 212. She has a bank account else... (2 pages)View decision -
Decision Reference DRN-6068717
20 Jan 2026 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-6068717 The complaint Mr N complains that a van that was supplied to him under a hire purchase agreement with CA Auto Finance UK Limited wasn’t of satisfactory quality. What happened A used van was supplied to Mr N under a hire purchase agreement with CA Auto Finance that he electro... (4 pages)View decision -
Decision Reference DRN-5868868
20 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5868868 The complaint Mr F, via a representative, has complained that Revolut Ltd (“Revolut”) failed to refund the money he lost as part of a scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. Instead, I... (3 pages)View decision -
Decision Reference DRN-6055891
20 Jan 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-6055891 The complaint Mr K complains that Starling Bank Limited (“Starling”) allowed Direct Debit’s (“DD”) to be collected from his account without his authorisation. Mr K wants Starling to refund the DD’s under the Direct Debit Guarantee (“DDG”) Scheme. What happened Mr K was payin... (5 pages)View decision -
Decision Reference DRN-5706721
20 Jan 2026 Tide Platform Limited Not upheldBanking and PaymentsDRN-5706721 The complaint O Ltd, represented by its director Mr D, complained because Tide Platform Limited refused to refund it for a payment Mr D made as a result of a scam. Mr D also complained about Tide’s service. What happened O Ltd had a Tide business account. These accounts are... (7 pages)View decision -
Decision Reference DRN-5824954
20 Jan 2026 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5824954 The complaint Mr W says FIRST RESPONSE FINANCE LIMITED (First Response) was irresponsible in lending to him. Mr W is represented in this complaint but for ease of reference I have referred to Mr W throughout the decision. What happened In June 2021 Mr W acquired a vehicle fi... (4 pages)View decision -
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