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 170994 results
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Decision Reference DRN-5727839
19 Aug 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5727839 The complaint Mr K complains about the service he received from Barclays Bank UK PLC trading as Barclaycard when he requested a new credit card PIN. What happened Mr K opened a credit card account with Barclaycard in March 2025. His credit card arrived but his PIN didn’t. Mr... (2 pages)View decision -
Decision Reference DRN-5753838
19 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5753838 The complaint Mr H complains that Monzo Bank Ltd won’t reimburse money he lost to a scam. Mr H has brought his complaint with the assistance of a professional representative. But for ease I’ll refer to their submissions as being from Mr H except where the facts require other... (3 pages)View decision -
Decision Reference DRN-5727048
19 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5727048 The complaint Mr H complains that Revolut Ltd won’t reimburse money he lost to a scam. Mr H has brought his complaint with the assistance of a professional representative. For ease I’ll refer to all their submissions as being from Mr H except where the facts require otherwis... (3 pages)View decision -
Decision Reference DRN-5469213
19 Aug 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5469213 The complaint Mr Z complains that Barclays Bank UK PLC: • Did not agree to his request to make reasonable adjustments in how it communicates with him. • Provided information in a data subject access request (DSAR) that was not presented clear, for example it was not in date ... (4 pages)View decision -
Decision Reference DRN-5683744
19 Aug 2025 Serve and Protect Credit Union Limited Not upheldConsumer CreditDRN-5683744 The complaint Mr A is complaining that Serve and Protect Credit Union Limited (SPCU) lent to him irresponsibly by providing him with a personal loan. What happened In May 2013, Mr A applied for a loan with SPCU. They lent him £11,500 over a seven-year term. The loan required... (4 pages)View decision -
Decision Reference DRN-5674397
19 Aug 2025 Leeds Building Society Not upheldBanking and PaymentsDRN-5674397 The complaint Mrs D has complained that Leeds Building Society failed to pay the appropriate interest when she closed her ISA. Mrs D has been represented in bringing her complaint. But for clarity, I’ll refer to all submissions made on her behalf as having been made by her d... (2 pages)View decision -
Decision Reference DRN-5703742
19 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5703742 The complaint Mr G complains that Santander UK Plc has declined to reimburse payments that he says he didn’t agree to. What happened Mr G says he responded to an advert for a travel company on social media and later spoke to a scammer on the phone where he agreed to purchase... (4 pages)View decision -
Decision Reference DRN-5686577
19 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5686577 The complaint S, a business, complains that Lloyds Bank Plc won’t reimburse them for transactions that a staff member misappropriated from them. They would like the funds returned to them. S is represented by a Mr L, a director. What happened S is a small business, who ban... (4 pages)View decision -
Decision Reference DRN-5694308
19 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5694308 The complaint Mr K complains that Revolut Ltd won’t reimburse him money he lost to a scam. Mr K has brought his complaint through a professional representative. For ease, I’ll refer to all their submissions as being from Mr K. What happened In January 2024 Mr K fell victim t... (3 pages)View decision -
Decision Reference DRN-5763528
19 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5763528 The complaint Mrs S is complaining that Monzo Bank Ltd hasn’t agreed to refund a payment she says she didn’t authorise. What happened Both parties are familiar with the circumstances of the complaint so I’ll only summarise what happened here. In September 2023 Mrs S’s husba... (5 pages)View decision
