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-6236499
23 Apr 2026 Wise Payments Limited Not upheldBanking and PaymentsDRN-6236499 The complaint Mrs B complains that Wise Payments Limited won’t refund the money she lost when she was the victim of a scam. What happened In February 2024, Mrs B came across an advert for a job online. And as she was interested in earning some additional income, she contact... (3 pages)View decision -
Decision Reference DRN-6246519
23 Apr 2026 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-6246519 The complaint Mr C complains about the quality of a vehicle that was supplied through a motor finance agreement with Volkswagen Financial Services (UK) Limited (VWFS). Mr C has been represented on this complaint. But to keep things simple I’ll only refer to Mr C in my decisi... (4 pages)View decision -
Decision Reference DRN-6295824
23 Apr 2026 Santander UK Plc UpheldBanking and PaymentsDRN-6295824 The complaint Mr S is complaining that Santander UK Plc hasn’t refunded payments that were made as part of a scam. What happened Mr S was tricked into making two debit card payments of £891.99 and £392.61 to two different travel agencies, thinking he was booking flight ticke... (6 pages)View decision -
Decision Reference DRN-6266244
23 Apr 2026 MONZO BANK LIMITED Not upheldBanking and PaymentsDRN-6266244 The complaint Mr S complains MONZO BANK LIMITED trading as Monzo has recorded his personal details with Cifas – a fraud prevention database – and won’t remove them. What happened In April 2024, Mr S received three payments into his account. Monzo later received notification... (3 pages)View decision -
Decision Reference DRN-6155003
23 Apr 2026 Skipton Building Society Not upheldBanking and PaymentsDRN-6155003 The complaint Mr T complained that Skipton Building Society caused an unnecessary delay when transferring funds to his new account, resulting in lost interest. He also complained about the incorrect timescales provided. What happened On 23 August Mr T contacted Skipton to cl... (3 pages)View decision -
Decision Reference DRN-6285067
23 Apr 2026 Madison CF UK Limited Not upheldBanking and PaymentsDRN-6285067 The complaint Miss B complains that Madison CF UK Limited trading as 118 118 Money (Madison) lent to her irresponsibly. What happened On 24 November 2021, Miss B opened a credit card account with Madison. She was given a £1,200 credit limit which hasn’t changed. On 30 July 2... (4 pages)View decision -
Decision Reference DRN-6268123
23 Apr 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6268123 The complaint Mr H complains about the way Barclays Bank UK PLC trading as Tesco Bank (‘Tesco Bank’) handled his claim for a refund. What happened Mr H had a dispute with a merchant (business) that I’ll refer to as ‘T’ for £280. In March 2025, he raised a dispute against T v... (2 pages)View decision -
Decision Reference DRN-6311707
23 Apr 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6311707 The complaint Mrs and Mr R’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (13 pages)View decision -
Decision Reference DRN-6283956
23 Apr 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6283956 The complaint Mr P complains that Bank of Scotland plc trading as Halifax (‘Halifax’) won’t reimburse funds he says were lost when he fell victim to a scam. What happened Mr P says that he engaged a tradesperson I’ll call ‘F’ in this decision to complete some work on the dri... (3 pages)View decision -
Decision Reference DRN-6267089
23 Apr 2026 Leeds Building Society Not upheldBanking and PaymentsDRN-6267089 The complaint Mr C complains Leeds Building Society made it difficult for him and his son who holds Power of Attorney to manage his account when it removed online access when the Power of Attorney was registered with it. Sadly, since bringing the complaint to this service Mr... (2 pages)View decision