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 170827 results
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Decision Reference DRN-5771768
10 Sep 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5771768 The complaint Mr B complains that Wise incorrectly accused him of breaching international sanctions. What happened Mr B had an account with Wise. In July 2024, Mr B attempted to make a payment in US dollars to a bank account based in the United States. Wise asked for additi... (3 pages)View decision -
Decision Reference DRN-5807795
10 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5807795 The complaint Mrs H is complaining that Revolut Ltd didn’t agree to reimburse payments she made to a scam. The complaint is brought on her behalf by a professional representative. What happened In late 2022 Mrs H was contacted by someone who said they could recover funds fro... (2 pages)View decision -
Decision Reference DRN-5693112
10 Sep 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5693112 The complaint Miss T complains that MBNA Limited rejected her claim under section 75 Consumer Credit Act 1974 (“s.75”). What happened In December 2019 Miss T bought an electronic medical device from an overseas company. It cost $21,950, part of which was funded with her MBNA... (3 pages)View decision -
Decision Reference DRN-5305046
10 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5305046 The complaint Mr H complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr H is being represented by a third party. To keep things simple, I will refer to Mr H throughout my decision. What happened The background of this ... (3 pages)View decision -
Decision Reference DRN-5597294
10 Sep 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5597294 The complaint Miss C complains that Shop Direct Finance Company Limited trading as very lent to her irresponsibly when they provided her with a Credit Account. What happened In January 2020, Miss C was provided with a Credit Account by Shop Direct which allowed her to purch... (3 pages)View decision -
Decision Reference DRN-5617000
10 Sep 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5617000 The complaint Mr I is unhappy that Bank of Scotland UK Plc haven’t refunded money he lost as a result of a scam. Mr I is being supported by a legal representative but for ease I’ll only refer to Mr I in the decision. What happened The detailed background to this complaint ... (4 pages)View decision -
Decision Reference DRN-5616632
10 Sep 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5616632 The complaint Mr B has complained TSB Bank plc failed in any safeguarding of his expenditure when he spent on gaming sites in 2024. What happened Mr B is receiving mental health support and is represented in his complaint by his father, who I’ll call Mr B1. On 13 November 20... (3 pages)View decision -
Decision Reference DRN-5734292
10 Sep 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5734292 The complaint Mr C is unhappy that Barclays Bank UK PLC, trading as Tesco Bank, charged him cash transaction fees when he purchased two gift e-vouchers. What happened Mr C purchased two gift e-vouchers using his Tesco credit card. When Mr C received his next monthly statemen... (2 pages)View decision -
Decision Reference DRN-5250993
10 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5250993 The complaint Mr B complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) hasn’t reimbursed him after he was sold a faulty car. What happened Mr B found an advert for a second-hand car on a popular car sales website. He arranged to meet with the seller n... (3 pages)View decision -
Decision Reference DRN-5802536
10 Sep 2025 Motability Operations Limited UpheldConsumer CreditDRN-5802536 The complaint Miss L is unhappy that Motability Operations Limited (MOL) terminated her hire agreement and issued a sanction preventing her from applying to the scheme for a certain period of time. When I refer to what Miss L and/or MOL said or did, it should also be taken ... (4 pages)View decision
