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-5431411
9 Sep 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5431411 The complaint Mr W complains that TSB Bank plc (TSB) is unable to issue correct statements showing a missing transaction. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary Mr W is unhappy with a disc... (3 pages)View decision -
Decision Reference DRN-5740744
9 Sep 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5740744 The complaint Mrs O complains that Barclays Bank UK PLC (‘Barclays’), trading as Tesco Bank, irresponsibly granted her two credit cards that she couldn’t afford to repay. What happened Mrs O entered into an agreement with Barclays to have access to credit with two credit ca... (5 pages)View decision -
Decision Reference DRN-5726196
9 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5726196 The complaint Mrs G complains that Clydesdale Bank Plc trading as Virgin Money lent irresponsibly when it approved her credit card application. What happened Mrs G applied for a Virgin Money balance transfer credit card in July 2022. In her application, Mrs G said she earne... (3 pages)View decision -
Decision Reference DRN-5633320
9 Sep 2025 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5633320 The complaint Mr D complains that Cabot Credit Management Group Limited trading as Cabot Financial (Cabot) are pursuing him for a debt he says is settled. What happened Mr D had a loan with a business I’ll refer to as R. At some point Mr D feel behind with his payments towar... (3 pages)View decision -
Decision Reference DRN-5239682
9 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5239682 The complaint Mr C complains that Revolut Ltd is holding him liable for transactions which he says he didn’t authorise. What happened Mr C complained to Revolut about 82 transactions to “B” totalling £2,314, which debited his account between 10 July 2024 and 31 July 2024. ... (3 pages)View decision -
Decision Reference DRN-5056234
9 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5056234 The complaint Mr P complains that Starling Bank Limited (“Starling”) hasn’t refunded a transaction of £1,136.82 he made for flights. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr P has e... (3 pages)View decision -
Decision Reference DRN-5495074
9 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5495074 The complaint Mr D complains that Barclays Bank UK PLC trading as Barclays hasn’t reimbursed the money he says he’s lost to a scam. What happened Mr D says he’s fallen victim to a recognised scam run by a company I’ll refer to as ‘Company A’. Company A offered investment opp... (5 pages)View decision -
Decision Reference DRN-5800651
9 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5800651 The complaint Mr K complains that American Express Services Europe Limited (Amex) lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr K applied for an Amex credit card in April 2021. In his application, Mr K... (3 pages)View decision -
Decision Reference DRN-5798878
9 Sep 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5798878 The complaint Mrs G complains that Vanquis Bank Limited irresponsibly provided her with an unaffordable credit card. What happened Vanquis provided Mrs G with a credit card with the following details: Date Lending Decision Credit Limit September 2009 Original limit £500Octo... (4 pages)View decision -
Decision Reference DRN-5258537
9 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5258537 The complaint Mrs S complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) didn’t do enough to protect her when she made a payment towards a property investment opportunity that she now considers was a scam. In bringing her complaint to this service Mrs... (3 pages)View decision
