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 170827 results
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Decision Reference DRN-5616815
21 Aug 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5616815 The complaint Mr D complains that Metro Bank Ltd won’t refund or recover the money he lost when he was the victim of a scam. What happened In March 2024 Mr D booked return flights for his family through a travel agent which I’ll call T, the flights were with British Airways... (3 pages)View decision -
Decision Reference DRN-5768601
21 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5768601 The complaint Mr B is being represented by a member of his family. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. To keep things simpler, I’ll refer to all submissions from Mr B and his representative as if they came from... (7 pages)View decision -
Decision Reference DRN-5768559
21 Aug 2025 Brent Shrine Credit Union Limited UpheldConsumer CreditDRN-5768559 The complaint Mr B is being represented by a member of his family. He’s complaining about Brent Shrine Credit Union Limited trading as My Community Bank (MCB) because it declined to write off a loan that he says was taken out by fraudsters on his behalf and without his knowl... (6 pages)View decision -
Decision Reference DRN-5610182
21 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5610182 The complaint Miss E complains Barclays Bank UK PLC, trading as Barclaycard (‘Barclaycard’) wrongly reported a missed payment for her credit card to the credit reference agencies (CRA). What happened Miss E was required to make a payment of £77.85 to her account by 16 Decem... (3 pages)View decision -
Decision Reference DRN-5597565
21 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5597565 The complaint Mr I complains that Barclays Bank UK PLC didn’t protect him from significant financial harm, as a vulnerable customer, in relation to a current account and overdraft facility he has with it. Mr I is being represented in bringing his complaint to this Service. ... (4 pages)View decision -
Decision Reference DRN-5748224
21 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5748224 The complaint Mr G complains Barclays Bank UK PLC’s IT outage caused him significant inconvenience. What happened Mr G complained to Barclays about the IT outage it had. Mr G says during this time he was unable to access his account, couldn’t pay his bills and had to borro... (3 pages)View decision -
Decision Reference DRN-5726983
21 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5726983 The complaint Mr O complains that Nationwide Building Society didn’t pay him the correct cashback and interest on his current account. He also complains about the poor service it provided. What happened Mr O had a current account with Nationwide. The terms of the account sai... (2 pages)View decision -
Decision Reference DRN-5241778
21 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5241778 The complaint Mr R complains that Monzo Bank Ltd has not refunded money he lost to what he believes was an investment scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of what happened here. ... (3 pages)View decision -
Decision Reference DRN-5615520
21 Aug 2025 Metro Bank PLC Not upheldConsumer CreditDRN-5615520 The complaint Mrs S complains that Metro Bank Plc trading as RateSetter (“RateSetter”) irresponsibly provided her with a loan she couldn’t afford. What happened In April 2023 Mrs S applied for a loan for debt consolidation with RateSetter. They offered her a £15,000 loan, w... (3 pages)View decision -
Decision Reference DRN-5720477
21 Aug 2025 PRA Group (UK) Limited Not upheldConsumer CreditDRN-5720477 The complaint Mr H complains PRA Group (UK) Limited have contacted him regarding a debt that isn’t recoverable. A representative has supported Mr H in bringing this complaint so I’ve also referred to him in this decision. What happened As I understand it Mr H had a credit ca... (6 pages)View decision
