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-5777770
19 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5777770 The complaint Ms S has complained that Revolut Ltd won’t refund money she lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on giving the reasons for my decision. What I’ve... (2 pages)View decision -
Decision Reference DRN-6000818
19 Jan 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-6000818 The complaint Ms K has complained Barclays Bank UK PLC, trading as Barclaycard, allowed a credit card account to be opened up in her name fraudulently. What happened After receiving letters from Barclaycard about a credit card Ms K didn’t have with them, she contacted them t... (2 pages)View decision -
Decision Reference DRN-6061925
19 Jan 2026 Zopa Bank Limited Not upheldConsumer CreditDRN-6061925 The complaint Mr B complains that Zopa Bank Limited acted unfairly when it terminated his hire purchase agreement. What happened In January 2025, Mr B acquired a used car paid for by a hire purchase agreement from Zopa. The cash price of the car was £9,739. Mr B was required... (3 pages)View decision -
Decision Reference DRN-6088467
19 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6088467 The complaint Mr A complains that Barclays Bank UK PLC (Barclays) downgraded his bank account. What happened Mr A had a Barclays Premier bank account for a number of years. However, following notice, Barclays downgraded Mr A’s Premier account to their standard bank account.... (3 pages)View decision -
Decision Reference DRN-6086361
19 Jan 2026 Revolut Ltd UpheldBanking and PaymentsDRN-6086361 The complaint Ms W complains that Revolut Ltd (‘Revolut’) won’t refund all the money she lost to a safe account scam. She’s represented by a Claims Management Company. For simplicity, I’ll generally refer to Ms W throughout this decision. What happened The background is know... (7 pages)View decision -
Decision Reference DRN-5728087
19 Jan 2026 TSB Bank plc UpheldBanking and PaymentsDRN-5728087 The complaint Ms E complains that TSB Bank plc won’t reimburse her with money she lost to a scam. Ms E brings her complaint to us with the assistance of a professional representative, but for ease I’ll refer to their submissions as being from Ms E. What happened In June 2024... (3 pages)View decision -
Decision Reference DRN-5634017
19 Jan 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5634017 The complaint Mr and Mrs S have complained HSBC UK Bank plc haven’t given them sufficient compensation following a fraud incident. What happened Mr and Mrs S went into their HSBC branch in August 2024. They immediately realised £900 had been withdrawn from their joint saving... (2 pages)View decision -
Decision Reference DRN-6065029
19 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6065029 The complaint Miss H complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”), has continued to apply overdraft charges to her account incorrectly. She has also raised a series of other concerns about NatWest’s actions, however, none of those is within my ... (2 pages)View decision -
Decision Reference DRN-5814303
19 Jan 2026 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5814303 The complaint Mr K complains that Barclays Bank UK PLC, trading as Tesco Bank, misled him during his personal loan application. What happened Mr K applied for a personal loan with Tesco with a repayment term of 62 months. His application was accepted in principle, but when T... (2 pages)View decision -
Decision Reference DRN-5891192
19 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5891192 The complaint Mr F has complained that Monzo Bank Ltd won’t refund him for a transaction of £290 which he didn’t authorise. What happened In June Mr F disputed three card transactions made to a third party (who I’ll call B) which he said he’d not made to his bank, Monzo. The... (2 pages)View decision