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 185209 results
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Decision Reference DRN-6138040
13 Apr 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-6138040 The complaint A limited company, which I’ll refer to as ‘D’, complains that National Westminster Bank Public Limited Company (“NatWest”) unfairly applied a third-party payment made in error to a closed account to offset D’s Bounce Back Loan, and did not return the remaining ... (4 pages)View decision -
Decision Reference DRN-6104275
13 Apr 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6104275 The complaint A company, that I’ll call F, complain that Revolut Ltd failed to refund an unauthorised transaction made on their account. They are also unhappy about the customer service received. F is represented by it’s director Mr H. What happened At the time of the disput... (2 pages)View decision -
Decision Reference DRN-6161018
13 Apr 2026 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-6161018 The complaint Ms O has complained J.P. Morgan Europe Limited, trading as Chase, won’t refund her for a cash machine withdrawal that wasn’t successfully completed. What happened On 7 July 2025 Ms O tried to use a cash machine at a local supermarket to withdraw money that she ... (3 pages)View decision -
Decision Reference DRN-6027743
13 Apr 2026 Prepay Technologies Ltd UpheldBanking and PaymentsDRN-6027743 The complaint Mr N has complained Prepay Technologies Ltd won’t refund him for transactions he didn’t authorise. What happened Mr N holds a Monese account, provided by Prepay Technologies. In May 2025 Mr N went to stay overseas and, on a night out, Mr N had his phone stolen.... (3 pages)View decision -
Decision Reference DRN-6192526
13 Apr 2026 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-6192526 The complaint Mr W complains about Barclays Bank UK PLC’s handling of his attempted current account switch, and its refusal to honour the £200 switch incentive. Mr W said Barclays failed to advise him correctly about the account type and eligibility and refused to log his co... (3 pages)View decision -
Decision Reference DRN-6286204
13 Apr 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6286204 The complaint Miss N is complaining that NewDay Ltd trading as Aquacard didn’t provide her with the information she asked for. What happened Miss N used to hold two accounts with NewDay – a Marbles account and an Aqua account. These were sold to a third-party debt collector ... (4 pages)View decision -
Decision Reference DRN-6285986
13 Apr 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6285986 The complaint Mr H complains that Barclays Bank UK PLC (“Barclays”) failed to notice gambling activity on his account and provide appropriate support or intervene. Mr H acknowledges he authorised the gambling transactions but thinks Barclays should’ve done more to support hi... (3 pages)View decision -
Decision Reference DRN-6286104
13 Apr 2026 Honeycomb Finance Limited Not upheldConsumer CreditDRN-6286104 The complaint Mrs N’s complaint is, in essence, that Honeycomb Finance Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deci... (12 pages)View decision -
Decision Reference DRN-6200669
13 Apr 2026 MONZO BANK LIMITED Not upheldBanking and PaymentsDRN-6200669 The complaint Mr S has complained Monzo Bank Limited won’t refund him for a mobile transaction he didn’t authorise. What happened On 14 October 2024 Mr S contacted Monzo as he’d noted a payment of £1,600 made from his account to someone he didn’t recognise. This payment was ... (2 pages)View decision -
Decision Reference DRN-6256440
13 Apr 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-6256440 The complaint Miss H complains that Starling Bank Limited hasn’t reimbursed a payment made as part of a scam. What happened Miss H is disputing one card payment for £345 which was made as part of a scam. Miss H had genuinely opened an account with an online marketplace befor... (3 pages)View decision