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 185689 results
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Decision Reference DRN-6283005
21 Apr 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-6283005 The complaint Mr D complains TSB Bank plc paid a Direct Debit to a third-party company after he had obtained a refund from TSB under the Direct Debit Guarantee. What happened Mr D explained a third-party merchant took a payment of approximately £40 in mid- November 2025 thro... (3 pages)View decision -
Decision Reference DRN-6302079
21 Apr 2026 Standard Life Lifetime Mortgages Limited Not upheldMortgagesDRN-6302079 The complaint Mr W complains that Standard Life Mortgages Limited: 1. Sent him emails that were aggressive, dismissive and unnecessarily confrontational. 2. Mishandled his complaint. What happened Mr W has a mortgage with Standard Life – although Mr W disputes that it is the... (3 pages)View decision -
Decision Reference DRN-6161924
21 Apr 2026 Hutchison 3G UK Limited UpheldConsumer CreditDRN-6161924 The complaint Mr W complains about a fixed sum loan agreement taken out in his name with Hutchison 3G UK Limited trading as Three, that was used to buy a brand new mobile telephone device. What happened In July 2024, Mr W’s account with Three was accessed online and used to ... (3 pages)View decision -
Decision Reference DRN-6091938
21 Apr 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6091938 The complaint Miss M complains that American Express Services Limited (Amex) unfairly closed her credit card accounts and supplementary card accounts without providing a proper explanation. She is also unhappy with the service she received from Amex. What happened The detai... (4 pages)View decision -
Decision Reference DRN-6245875
21 Apr 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-6245875 The complaint Mr C complains that Clydesdale Bank Plc trading as Virgin Money irresponsibly lent to him. What happened In June 2019 Mr C applied for a credit card with Virgin Money with a balance transfer of around £1,355. The application was accepted, and Virgin Money provi... (4 pages)View decision -
Decision Reference DRN-6303875
21 Apr 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6303875 The complaint Mr H complains that Lloyds Bank PLC didn’t take adequate steps to protect him from an investment scam. He said he lost over £100,000 to the scam. He wants the money he lost refunded along with 8% interest. Mr H is represented by a third party but for ease of re... (5 pages)View decision -
Decision Reference DRN-6304632
21 Apr 2026 MONZO BANK LIMITED Not upheldBanking and PaymentsDRN-6304632 The complaint Mr O complains that Monzo Bank Limited decided not to refund him the money he lost through a scam. What happened In June and July 2025, Mr O made several payments to two online gambling websites using his Monzo debit card. These online casinos allowed deposits... (7 pages)View decision -
Decision Reference DRN-6291835
21 Apr 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6291835 The complaint Mr S complained about a disputed transaction on his account and says American Express Service Europe Limited (“AMEX”) didn’t handle his complaint correctly. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in deta... (3 pages)View decision -
Decision Reference DRN-6292953
21 Apr 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6292953 The complaint Mr S is unhappy Lloyds Bank PLC hasn’t given him a refund for a course he paid for using his credit card. What happened Mr S bought a coding course from an online course provider. He paid for the course in eight instalments of £212, using his Lloyds credit card... (4 pages)View decision -
Decision Reference DRN-6306844
21 Apr 2026 Lendable Ltd Not upheldBanking and PaymentsDRN-6306844 The complaint Mr L complains about the outcome of chargeback disputes he raised with Lendable Ltd trading as Zable, and how his disputes were handled. What happened In April 2025, Mr L spent a total of £718.87 over six different transactions using his Zable credit card. The ... (4 pages)View decision