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-5706702
2 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5706702 The complaint Mr T complains that he’s been able to circumvent Revolut Ltd’s (Revolut) gambling block by closing his account and opening a new one to continue gambling. Mr T is unhappy that Revolut failed to prevent him from doing this. What happened Mr T holds an account w... (3 pages)View decision -
Decision Reference DRN-5485216
2 Sep 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5485216 The complaint Mr M, through his representative, complains that Moneybarn No. 1 Limited trading as Moneybarn lent to him irresponsibly by approving a finance agreement for a van which he could not afford. What happened In September 2021 Mr M took a car finance agreement – a c... (4 pages)View decision -
Decision Reference DRN-5780014
2 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5780014 The complaint Mr S complains that American Express Services Europe Limited trading as American Express (‘Amex’) advised him to set up scheduled payments on his credit card account, but these didn’t work as expected. Mr S is unhappy he incurred interest, and was caused upset ... (4 pages)View decision -
Decision Reference DRN-5706580
2 Sep 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5706580 The complaint Miss A complains that STARTLINE MOTOR FINANCE LIMITED (Startline) didn’t ensure she was registered as the new keeper of a car she was leasing through a finance agreement with them. What happened The detailed background to this complaint is well known to both pa... (2 pages)View decision -
Decision Reference DRN-5680590
2 Sep 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5680590 The complaint Miss P complains that Nationwide Building Society (“Nationwide”) won’t pay a switch incentive of £175 following her switching accounts because she failed to use her debit card within 31 days of requesting the switch. What happened Miss P applied for an account... (3 pages)View decision -
Decision Reference DRN-5747828
2 Sep 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5747828 The complaint Mr A complains that Vanquis Bank Limited have sent him correspondence requesting payment of the outstanding balance on his account. He’s also unhappy that his account has been passed to a debt collection agency. What happened Mr A holds a credit card account wi... (2 pages)View decision -
Decision Reference DRN-5413833
2 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5413833 The complaint M is a company, and it has brought this complaint through its director, whom I’ll refer to as “Mr S”. M complains that National Westminster Bank Plc transferred its loan account to collection agents and that it closed its business account. What happened In May ... (2 pages)View decision -
Decision Reference DRN-5791018
2 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5791018 The complaint Mrs L complains about the way Santander UK Plc handled her request for a refund. What happened Mrs L paid for the installation and supply of ‘luxury vinyl tiles’ (‘LVT’) flooring (the ‘flooring’) from a business I’ll refer to as ‘T’. She paid £7,621, part payin... (3 pages)View decision -
Decision Reference DRN-5734904
2 Sep 2025 Allium Money Limited UpheldConsumer CreditDRN-5734904 The complaint Mr B complains about the outcome of a claim he made to Allium Money Limited (“Allium”) in relation to a conservatory installation. What happened The background to this complaint is well-known to Mr B and Allium, so I will only briefly summarise the main points.... (3 pages)View decision -
Decision Reference DRN-5691349
2 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5691349 The complaint Mr W complains about the way in which his account with HSBC UK Bank Plc trading as First Direct was handled and with the information he was given following some disputed transactions. What happened On 26 September 2024, Mr W was abroad when he noticed two payme... (4 pages)View decision
