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 185689 results
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Decision Reference DRN-6032824
23 Apr 2026 Metro Bank PLC Not upheldBanking and PaymentsDRN-6032824 The complaint Mr N complains that Metro Bank PLC won’t refund money he’s lost as a result of a scam. What happened Mr N is represented throughout this complaint, for ease I’ll refer to all correspondence as though coming from Mr N. Mr N complained to Metro that he was the vi... (2 pages)View decision -
Decision Reference DRN-6269245
23 Apr 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6269245 The complaint Mr H complains Barclays Bank UK PLC won’t refund the money he lost when he fell victim to a scam. What happened The details of this complaint are well known to both parties, so I’ve only summarised the key events. In September 2025, Mr H received a call from so... (3 pages)View decision -
Decision Reference DRN-6026308
23 Apr 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6026308 The complaint Mr B complains that American Express Services Europe Limited (“AMEX”) applied a default to his credit card account, impacting his credit file, without suitably communicating with him. What happened AMEX defaulted Mr B’s credit card account in January 2025, havi... (2 pages)View decision -
Decision Reference DRN-6242484
23 Apr 2026 Starling Bank Limited UpheldBanking and PaymentsDRN-6242484 The complaint N, a limited company, complains that Starling Bank Limited (‘Starling’) hasn’t refunded the money it believes it lost to an authorised push payment (‘APP’) scam. What happened The circumstances of the complaint are well-known to both parties. So, I don’t intend... (7 pages)View decision -
Decision Reference DRN-6273201
23 Apr 2026 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-6273201 The complaint Mr W’s complaint relates to problems he had with a car supplied to him by BMWFS under a hire-purchase agreement. What happened The facts of this case are familiar to both sides. With that being the case, I don’t intend to repeat them in detail here. Instead, I... (11 pages)View decision -
Decision Reference DRN-6211523
23 Apr 2026 Evergreen Finance London Limited Not upheldConsumer CreditDRN-6211523 The complaint Mrs S complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) lent to her when she had too much other debt and was in a debt spiral. She considers it was irresponsible. What happened Mrs S took three loans with MoneyBoat and her... (5 pages)View decision -
Decision Reference DRN-5957559
23 Apr 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5957559 The complaint Miss L complains that Santander UK Plc won’t refund the money she says she lost to a scam. What happened Mrs L signed up to an online casino I will call “M”. She deposited funds into her account at M and was using them to play various games. However, when play... (3 pages)View decision -
Decision Reference DRN-6313313
23 Apr 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6313313 The complaint Mr H is unhappy that NATIONAL WESTMNSTER BANK PBLIC LIMITED COMPANY (“NatWest”) won’t refund all the money he lost to a third-party scam. What happened The circumstances that led to this complaint are well known to both parties, so I won’t repeat them in detai... (8 pages)View decision -
Decision Reference DRN-6269494
23 Apr 2026 PROPEL HOLDINGS (UK) LIMITED Not upheldConsumer CreditDRN-6269494 The complaint Mrs S complains that PROPEL HOLDINGS (UK) LIMITED trading as Quidmarket (Quidmarket) lent to her when she could not afford it. What happened Here is a table showing brief details of the lending Quidmarket approved for Mrs S. Loan Approved Amount Terms (rounded)... (4 pages)View decision -
Decision Reference DRN-6208685
23 Apr 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6208685 The complaint Mr O says Revolut Ltd (“Revolut”) refuses to refund him for unauthorised transactions on his account. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. In short, Mr O says he was abroad when he noticed s... (2 pages)View decision