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 170994 results
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Decision Reference DRN-5253582
8 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5253582 The complaint Mrs K and Mr S complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) won’t refund the full amount of money they lost to a scam. What happened Our investigator didn’t uphold the complaint. He didn’t think any of the payments looked suspiciou... (3 pages)View decision -
Decision Reference DRN-5790858
8 Sep 2025 ONMO Limited UpheldBanking and PaymentsDRN-5790858 The complaint Miss H is unhappy that ONMO Limited sent her a text message stating that she hadn’t made the required payment to her account for that month when she already had done. What happened Miss H received a text message from ONMO which said that she hadn’t made her con... (2 pages)View decision -
Decision Reference DRN-5679055
8 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5679055 The complaint Miss V is unhappy that American Express Services Europe Limited (“AmEX”) charged her a non-sterling transaction fee and didn’t notify her that a fee would be applied at the point of transaction. What happened Miss V undertook a non-sterling transaction on her A... (2 pages)View decision -
Decision Reference DRN-5803584
8 Sep 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5803584 The complaint Mrs K complains that Barclays Bank UK PLC redeemed a mortgage on which she was jointly named with another party, in November 2019 without her agreement. Mrs K also complains that Barclays won’t share mortgage documentation with her now. What happened Mrs K was ... (3 pages)View decision -
Decision Reference DRN-5802809
8 Sep 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5802809 The complaint Miss V complains that Zopa Bank Limited supplied her with a car that wasn’t of satisfactory quality under a hire purchase agreement. What happened In December 2024, Miss V acquired a used car with a hire purchase agreement from Zopa. The car was around 8 years ... (5 pages)View decision -
Decision Reference DRN-5579016
8 Sep 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5579016 The complaint Mr S and Mr S complain that Bank of Scotland plc trading as Halifax has reduced their monthly mortgage payment, in response to overpayments. They wanted their monthly payments to remain the same throughout the fixed interest rate deal they’re on. What happened ... (3 pages)View decision -
Decision Reference DRN-5726803
8 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5726803 The complaint Mr G complains that American Express Services Europe Limited (“AESEL”) hasn’t provided him with compensation he says he is due in relation to a purchase he made with his credit card. What happened Mr G booked a flight using his AESEL credit card. The cost of t... (6 pages)View decision -
Decision Reference DRN-5257912
8 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5257912 The complaint Mr M complains Revolut Ltd (“Revolut”) hasn’t refunded funds he says he lost as the result of a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the details here. Mr M said he saw an online advert f... (5 pages)View decision -
Decision Reference DRN-5767698
8 Sep 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5767698 The complaint Mr A complained that Clydesdale Bank Plc trading as Virgin Money should pay more compensation than offered in connection with its admitted poor service after his online banking access was blocked. What happened Virgin Money blocked access to Mr A’s account in ... (6 pages)View decision -
Decision Reference DRN-5375531
8 Sep 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5375531 The complaint Mrs A complains Bank of Scotland plc, trading as Halifax, won’t refund money she lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of bo... (3 pages)View decision
