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-6261313
23 Apr 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-6261313 The complaint Mr D complains that Starling Bank Limited (“Starling”) have declined to reimburse payments he made as part of an alleged scam. What happened Mr D paid a company to arrange a holiday to Morocco on his behalf. This company will be further referred to as “Company... (3 pages)View decision -
Decision Reference DRN-6227719
23 Apr 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6227719 The complaint Miss S complains that Revolut Ltd (‘Revolut’) did not reimburse the funds she says she lost to a scam. What happened In August 2025, Miss S was contacted on a well-known messaging service about a job opportunity by someone posing as recruiter. The job involved... (5 pages)View decision -
Decision Reference DRN-6197313
23 Apr 2026 Lendable Ltd Not upheldConsumer CreditDRN-6197313 The complaint Mr N is unhappy that a car supplied to him under a hire purchase agreement with Lendable Ltd trading as Autolend was of an unsatisfactory quality. What happened On 11 October 2024, Mr N was supplied with a used car through a hire purchase agreement with Autole... (4 pages)View decision -
Decision Reference DRN-6302628
23 Apr 2026 Zopa Bank Limited Not upheldConsumer CreditDRN-6302628 The complaint Zopa Bank Limited provided Mrs M with three loans between August 2021 and August 2023. Mrs M says the credit was provided irresponsibly. Mrs M is represented by a third party but for ease of reference I have referred to Mrs M throughout this decision. What ha... (3 pages)View decision -
Decision Reference DRN-6180661
23 Apr 2026 American Express Services Europe Limited UpheldBanking and PaymentsDRN-6180661 The complaint Mrs M complains that she contacted American Express Services Europe Limited (‘Amex’) for help before she fell into arrears on her credit card account. She says that instead of helping her, Amex defaulted the account. Mrs M would like the default to be removed f... (3 pages)View decision -
Decision Reference DRN-6230965
23 Apr 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6230965 The complaint Mr L is unhappy with Bank of Scotland plc trading as Halifax. Mr L said Halifax had been negligent and failed in its duty of care to him as a vulnerable customer. Mr L said Halifax was aware of his gambling addiction but didn’t do enough to protect him or his ... (4 pages)View decision -
Decision Reference DRN-6248839
23 Apr 2026 Black Horse Limited UpheldConsumer CreditDRN-6248839 The complaint Mrs B complains about a vehicle supplied to her using a hire purchase agreement taken out with Black Horse Limited (“Black Horse”). What happened In February 2025, Mrs B signed a hire purchase agreement with Black Horse to acquire a new vehicle, which was a mo... (7 pages)View decision -
Decision Reference DRN-6049748
23 Apr 2026 Barclays Bank UK PLC Not upheldMortgagesDRN-6049748 The complaint Mr G complains he was given misleading information by Barclays Bank UK PLC about when he could change the interest rate on his mortgage. What happened Mr G has a mortgage with Barclays. The mortgage was on a fixed rate which was due to expire on 30 September 20... (2 pages)View decision -
Decision Reference DRN-5973177
23 Apr 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5973177 The complaint Mr G complains that Nationwide Building Society (Nationwide) won’t release funds that remained in his account after it was closed. What happened Nationwide closed Mr G’s account in 2024 following an internal review. In order to release the funds that remained i... (2 pages)View decision -
Decision Reference DRN-5911881
23 Apr 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-5911881 The complaint Mr W complains that Nationwide Building Society (Nationwide) restricted and later closed his accounts following payments he received in March 2025. Mr W is unhappy with both the decision to close the accounts and the impact this had on him. What happened On 1 A... (3 pages)View decision