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-6249611
23 Apr 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6249611 The complaint Mr B complains that Nationwide Building Society hasn’t reimbursed the money he’s lost to a scam. What happened In summary, Mr B says he lost £100 to a purchase scam on 29 December 2021. Mr B raised a fraud claim with Nationwide. Nationwide declined to reimburse... (1 page)View decision -
Decision Reference DRN-6277037
23 Apr 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6277037 The complaint Miss G complains that Bank of Scotland plc (Halifax) didn’t do enough to protect her from losing £5,500, which she believes was paid as part of a scam. She’d like Halifax to refund the payment and address the impact it has had on her account. What happened In ... (4 pages)View decision -
Decision Reference DRN-6291094
23 Apr 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6291094 The complaint Barclays Bank UK PLC trading as Barclaycard (Barclaycard) accepted Miss S’s application for a credit card in January 2024. The credit limit was £4,000. Miss S says the credit card was provided irresponsibly. What happened The details of this complaint are well... (2 pages)View decision -
Decision Reference DRN-6043338
23 Apr 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6043338 The complaint Miss P complains that Bank of Scotland plc trading as Halifax irresponsibly provided her with an overdraft facility that was unaffordable for her. What happened Halifax provided Miss P with a bank account and overdraft facility in 2015.The table below provides ... (9 pages)View decision -
Decision Reference DRN-6312262
23 Apr 2026 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-6312262 The complaint Mr W complains that Clydesdale Bank Plc trading as Virgin Money placed a block on his card preventing payments to a specific merchant. He’d like compensation for the impact caused to him. What happened Mr W has an account with Virgin Money. Mr W advises he cont... (2 pages)View decision -
Decision Reference DRN-6040066
23 Apr 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6040066 The complaint Mrs G has complained about how AMERICAN EXPRESS SERVICES EUROPE LIMITED (AMEX) dealt with her request for a refund. What happened In 2025, Mrs G made four payments to a travel agent for a package holiday in mid-2025, totalling around £22,000, for five people, ... (4 pages)View decision -
Decision Reference DRN-6109100
23 Apr 2026 MONZO BANK LIMITED Not upheldBanking and PaymentsDRN-6109100 The complaint Mr B is unhappy that Monzo Bank Limited did not defer a payment to the end of the month as requested, which led to his repayment plan changing and interest being applied, and that he received poor service when trying to resolve this. What happened Mr B holds a ... (4 pages)View decision -
Decision Reference DRN-6140767
23 Apr 2026 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-6140767 The complaint Mr E has complained J.P. Morgan Europe Limited, trading as Chase, lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In August 2025 Chase received a fraud notification from another bank for a payment of £125 into Mr ... (2 pages)View decision -
Decision Reference DRN-6135760
23 Apr 2026 N.I.I.B. Group Limited UpheldConsumer CreditDRN-6135760 The complaint Mr Y complains about the quality of a car supplied to him by N.I.I.B. Group Limited trading as Northridge Finance (“Northridge”). What happened Mr Y entered into a hire purchase agreement in April 2025 with Northridge for the supply of a used car. The car was a... (3 pages)View decision -
Decision Reference DRN-6280413
23 Apr 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6280413 The complaint Mrs T complains that Revolut Ltd won’t refund money she lost when she fell victim to an investment scam. What happened The detailed background to this complaint is well known to the parties, so I’ll provide an overview and focus on giving my reasons for my dec... (2 pages)View decision