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-5359563
4 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5359563 The complaint Miss R complains that Barclays Bank UK PLC won’t refund the money she lost when she was the victim of a scam. What happened In September 2024, Miss R was looking to buy flight tickets and was contacted by someone who said they worked for a well-known online tr... (3 pages)View decision -
Decision Reference DRN-5796473
4 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5796473 The complaint Mr A complains that Nationwide Building Society won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In mid-2020, Mr A says a friend of his told him about an opportunity to invest in a company which leased cars. He w... (4 pages)View decision -
Decision Reference DRN-5796470
4 Sep 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5796470 The complaint Mr S complains that The Royal Bank of Scotland plc (RBS) didn’t properly consider new evidence he gave it about a complaint it had previously looked at. What happened In April 2023, Mr S was looking for legal assistance and made a number of payments to a legal... (4 pages)View decision -
Decision Reference DRN-5680386
4 Sep 2025 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-5680386 Complaint Mrs E has complained about a credit card Jaja Finance Ltd (trading as “Asda Money” Credit Card) provided to her. She says the credit card was irresponsibly provided as it was unaffordable for her. Background Asda Money provided Mrs E with a credit card with a limi... (3 pages)View decision -
Decision Reference DRN-5729556
3 Sep 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5729556 The complaint Mrs S complains that a conditional sale agreement with Santander Consumer (UK) plc, trading as Santander Consumer Finance, under which a car was supplied to her, wasn’t affordable for her. Her husband is also involved in her complaint. What happened A used car ... (4 pages)View decision -
Decision Reference DRN-5313250
3 Sep 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5313250 The complaint Miss W complains The Co-operative Bank Plc closed her account and delayed releasing her money. What happened Miss W held several accounts with The Co-operative Bank. In October 2023, Miss W’s accounts were blocked while The Co-operative Bank carried out a revie... (2 pages)View decision -
Decision Reference DRN-5386456
3 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5386456 The complaint Mr M complains that Monzo Bank Ltd (“Monzo”) didn’t have adequate security features in place, and that it has provided him with poor service, after scammers contacted him and tried to use his account for fraudulent transactions. What happened The background to... (2 pages)View decision -
Decision Reference DRN-5591548
3 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5591548 The complaint Miss 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, Miss H fell victim to a cruel investment scam. She says she was contacted by scammers offering... (6 pages)View decision -
Decision Reference DRN-5667204
3 Sep 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5667204 The complaint Mr C is unhappy with TSB Bank Plc. He said the customer service in branch was poor and he wasn’t allowed to pay in some coins that the branch considered to be damaged or “garbled.” What happened Mr C visited a TSB branch to deposit cash. He found there was a l... (3 pages)View decision -
Decision Reference DRN-5796151
3 Sep 2025 Frasers Group Financial Services Limited Not upheldConsumer CreditDRN-5796151 The complaint Mr L complained about how his claim for a refund was handled by Frasers Group Financial Services Limited (“FGFS”). What happened In January 2024 Mr L ordered goods from a retailer and paid for the items using a credit account provided by FGFS. He said there wa... (3 pages)View decision
