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-5642577
20 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5642577 The complaint Mr S complains about information recorded on his credit file by Barclays Bank UK PLC trading as Barclaycard. What happened Mr S had a credit card with Barclaycard with a credit limit of £800. In June 2016 Mr S was able to exceed his credit limit by over £4,000... (3 pages)View decision -
Decision Reference DRN-4884956
20 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4884956 The complaint Mr J complains that Santander UK Plc ought to have done more to prevent him from being defrauded. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In late 2023, Mr J was looking online fo... (3 pages)View decision -
Decision Reference DRN-5759871
20 Aug 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5759871 The complaint Mr and Mrs G’s complaint is, in essence, that First Holiday Finance Ltd (the “Lender”) acted unfairly and unreasonably by (1) declining to meet their claim in misrepresentation under Section 75 of the Consumer Credit Act 1974 (“CCA”) and (2) being party to an u... (15 pages)View decision -
Decision Reference DRN-5649551
20 Aug 2025 PayPal (Europe) S.à r.l et Cie, S.C.A. Not upheldBanking and PaymentsDRN-5649551 The complaint Mr S complains that PayPal (Europe) S.a r.l et Cie, S.C.A defaulted his credit account. What happened Mr S says that PayPal had system issues which led to some confusion around making payments to his account, and when a direct debit was attempted, there were i... (3 pages)View decision -
Decision Reference DRN-5257019
20 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5257019 The complaint Mr A complains that Barclays Bank UK PLC won’t refund a disputed transaction from his account. He’d like a refund for the payment. What happened On 5 March 2024 a payment of £799, for a mobile phone, was made from Mr A’s Barclays account to a business I’ll call... (3 pages)View decision -
Decision Reference DRN-5313508
20 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5313508 The complaint Mr R complains thatNational Westminster Bank Public Limited Company (“NatWest”) has not refunded the money he lost to what he believes was a scam. For completeness and in setting out the background of what’s happened in full, I note there is a linked complaint... (5 pages)View decision -
Decision Reference DRN-5747911
20 Aug 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5747911 The complaint Ms B complained about what happened after Clydesdale Bank Plc trading as Virgin Money blocked a payment she wanted to make. What happened Virgin Money stopped a payment Ms B wanted to make and blocked her online banking access, locking her out of her accounts ... (4 pages)View decision -
Decision Reference DRN-5369249
20 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5369249 The complaint Mrs B complains that National Westminster Bank Public Limited Company (“NatWest”) has not refunded the money she lost to what she believes was a scam. Mrs B is represented in this case, but as the account is in her name and she made the payments, for simplicit... (4 pages)View decision -
Decision Reference DRN-5765896
20 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5765896 The complaint Mr H is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr H fell victim to a cruel job scam. After responding to an advert he saw on social media for onl... (5 pages)View decision -
Decision Reference DRN-5278969
20 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5278969 The complaint Mr U complains that Monzo Bank Ltd won’t refund him the money he lost after he fell victim to an investment scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail here. But in summary, I understan... (3 pages)View decision
