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-5501411
19 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5501411 The complaint Mr G complains that Barclays Bank UK PLC won’t refund the money he lost as a result of a scam. The complaint is brought on Mr G’s behalf by a professional representative. For ease of reading, I will refer to the actions and comments of the professional represe... (3 pages)View decision -
Decision Reference DRN-5762415
19 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5762415 The complaint W, a limited company, is unhappy about the information Santander UK Plc asked it to provide, as well as the service it received after querying the basis of Santander’s requests. What happened Mr H (the director of W) brings this complaint on W’s behalf. The eve... (2 pages)View decision -
Decision Reference DRN-5699705
19 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5699705 The complaint Miss E is unhappy with the service she received from National Westminster Bank Plc (“NW”) when she contacted them about the agreed actions in relation to her personal loan from a previous complaint. What happened Miss E took out a personal loan with NW in Janua... (3 pages)View decision -
Decision Reference DRN-5096948
19 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5096948 The complaint Mrs M complains that Revolut Ltd won’t refund money she lost when she was a victim of a scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. In 2024 Mrs M sent payments from her Revol... (4 pages)View decision -
Decision Reference DRN-5726704
19 Aug 2025 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-5726704 The complaint Mrs M complains Sainsbury’s Bank Plc, has not treated her fairly when she made a claim under section 75 of the Consumer Credit Act 1974 (‘CCA’) in relation to the purchase of a car which turned out to have faults. What happened The parties to the complaint are ... (4 pages)View decision -
Decision Reference DRN-5331042
19 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5331042 The complaint Mrs M complains that Lloyds Bank PLC won’t reimburse her for payments and a cash advance made from her credit card as the result of a scam. Mrs M also complains that Lloyds transferred her credit card debt to a debt collection firm, when she was led to believe ... (5 pages)View decision -
Decision Reference DRN-5669804
19 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5669804 The complaint Miss K complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) failed to properly pursue a chargeback. What happened In October 2024 Miss K signed a six-month agreement with an online fitness coach. I understand she wished to lose weight. Sh... (3 pages)View decision -
Decision Reference DRN-5677225
19 Aug 2025 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-5677225 The complaint Miss H complains Jaja Finance Ltd trading as ASDA money (Jaja) failed to carry out sufficient financial checks before it approved a credit card account for her. What happened Miss H says Jaja approved a credit card facility for her in August 2022 with a credit ... (3 pages)View decision -
Decision Reference DRN-5580108
19 Aug 2025 Tandem Personal Loans Ltd Not upheldConsumer CreditDRN-5580108 The complaint Mr M complains that Tandem Personal Loans Ltd lent to him irresponsibly. What happened Mr M has had two loans with Tandem agreed on the following terms: Date drawn Amount Term Monthly repayment Date repaid Loan 122 November 2021 £2,00024 months £129.74 18 Nove... (4 pages)View decision -
Decision Reference DRN-5708622
19 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5708622 The complaint Ms S complains that Revolut Ltd won’t refund her the money she lost in an investment scam. What happened The circumstances surrounding this complaint are well-known to both parties, so I’ve summarised what I consider to be the key points. Ms S says she was ap... (4 pages)View decision
