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 171073 results
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Decision Reference DRN-5366648
4 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5366648 The complaint Ms H is being represented by solicitors. She’s complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Ms H fell victim to a cruel investment scam. After responding to an advert she saw on social med... (4 pages)View decision -
Decision Reference DRN-5754649
4 Sep 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5754649 The complaint Mr B complains that Vanquis Bank Limited (‘Vanquis’) returned £90 he’d paid towards his credit card and defaulted his account. Mr B’s unhappy that he didn’t receive a replacement credit card from Vanquis or a default notice, and Vanquis have failed to send impo... (3 pages)View decision -
Decision Reference DRN-5385942
4 Sep 2025 Ikano Bank AB (publ) Not upheldConsumer CreditDRN-5385942 The complaint Mr M complains Ikano Bank AB (publ) provided him with an unaffordable fixed sum loan. What happened In April 2019 Ikano Bank provided Mr M with a loan of around £5,650 to purchase windows. The loan was repayable over 60 monthly instalments of around £120 and ha... (3 pages)View decision -
Decision Reference DRN-5796387
4 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5796387 The complaint Miss H complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application. What happened Miss H applied for an Aqua credit card in May 2022. In her application, Miss H said she was earning £14,693 a year that Aqua calcula... (2 pages)View decision -
Decision Reference DRN-5226216
4 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5226216 The complaint Mr O is complaining that Bank of Scotland plc trading as Halifax (Halifax) hasn’t agreed to refund payments he says he made to a scam. The complaint is brought on his behalf by a professional representative, but I’ll mainly refer to Mr O here. What happened Bot... (3 pages)View decision -
Decision Reference DRN-5619517
4 Sep 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5619517 The complaint Mr K complained because Kroo Bank Ltd refused to refund him for payments which he said he hadn’t authorised. What happened Mr K said that on 12 September 2024, five £120 payments, all to the same merchant, debited his Kroo account. He contacted Kroo, and was t... (3 pages)View decision -
Decision Reference DRN-5756803
4 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5756803 The complaint Mr G is unhappy that American Express Services Europe Limited (“AmEx”) closed his account. Mr G’s complaint is brought to this service by his appointed representative. However, for ease of reference, I will refer to Mr G solely throughout this letter. What happ... (2 pages)View decision -
Decision Reference DRN-5665324
4 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5665324 The complaint Mrs W complains that Revolut Ltd won’t reimburse her money she lost to a scam. Mrs W has brought her complaint with the assistance of a professional adviser, but for ease I’ll refer to their submissions as being from Mrs W. What happened In November 2024 Mrs W ... (3 pages)View decision -
Decision Reference DRN-5700337
4 Sep 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5700337 The complaint Mrs B complains that Capital One (Europe) plc lent irresponsibly when it approved her credit card application and later increased the credit limit. Mrs B also complains that Capital One treated her unfairly when she contacted it to advise she was experiencing m... (3 pages)View decision -
Decision Reference DRN-5705970
4 Sep 2025 Nationwide Building Society Not upheldMortgagesDRN-5705970 The complaint Mr S said he’d recently asked Nationwide Building Society for a Decision in Principle (“DIP”) which he understood was a binding offer of mortgage lending. But he said it wouldn’t lend to him, although he said he’d previously received a DIP. Mr S said the change... (3 pages)View decision
