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-5786726
1 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5786726 The complaint Mr G complains that Revolut Ltd closed his account and then retained funds held in it. What happened Mr G held an account with Revolut. Linked to that account, he also held an account with P, a fintech investment business. As well as day to day spending, Mr G a... (3 pages)View decision -
Decision Reference DRN-5584433
1 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5584433 The complaint Mr W complains National Westminster Bank Plc (NatWest) failed to conduct sufficient financial checks before it approved a credit card account for him. What happened Mr W says NatWest approved a credit card account for him in December 2021 with a credit limit of... (3 pages)View decision -
Decision Reference DRN-5148776
1 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5148776 The complaint Mrs B complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known to... (5 pages)View decision -
Decision Reference DRN-5775226
1 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5775226 The complaint Mrs O complains that Barclays Bank UK PLC (“Barclays”) won’t refund money she lost when she fell victim to an investment scam. Mrs O is being represented by solicitors. What happened Mrs O says she fell victim to a cryptocurrency investment scam in 2021, afte... (2 pages)View decision -
Decision Reference DRN-5786660
1 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5786660 The complaint Mrs T is being represented by a claims manager. She’s complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Mrs T fell victim to a cruel investment scam. After being added to and following an onlin... (6 pages)View decision -
Decision Reference DRN-5703856
1 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5703856 The complaint V has complained that Santander UK Plc applied a block to its business account without warning. In this decision, I will on occasion refer to Mr P. This is because he is representing V, as its owner. What happened In late March 2025, Mr P logged onto V’s accoun... (2 pages)View decision -
Decision Reference DRN-5593881
1 Sep 2025 Ecology Building Society Not upheldMortgagesDRN-5593881 The complaint Mr G complains about how Ecology Building Society has dealt with his mortgage. He says it undervalued his property, it didn’t make clear that it wouldn’t release some of the retained mortgage money, it declined his request for a payment holiday unfairly, and it... (3 pages)View decision -
Decision Reference DRN-5771751
1 Sep 2025 Clydesdale Bank Plc Not upheldMortgagesDRN-5771751 The complaint This complaint is about a mortgage that Mr M holds, jointly with a third party, with Clydesdale Bank Plc trading as Virgin Money (VM). The essence of the complaint is that Mr M believes VM treated him unfairly by refusing to apply his preferred forbearance opti... (4 pages)View decision -
Decision Reference DRN-5601191
1 Sep 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5601191 The complaint Miss C complains that Capital One (Europe) plc irresponsibly lent to her. Miss C is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Miss C ... (3 pages)View decision -
Decision Reference DRN-5618137
1 Sep 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5618137 The complaint Mr M complains that Moneybarn No. 1 Limited lent to him irresponsibly. What happened On 18 January 2024, Mr M entered into a Conditional Sale Agreement with Moneybarn in order to acquire a used car. It was agreed on the following terms: Cash price Deposit paid... (3 pages)View decision
