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-5579139
13 Aug 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5579139 The complaint Mr W is unhappy that Capital One (Europe) plc is unable to locate a missing payment. What happened Mr W holds a credit card account with Capital One. He’s unhappy because a payment for £199.43 that he made on 9 December 2024 hasn’t been allocated to his credit ... (2 pages)View decision -
Decision Reference DRN-5741977
13 Aug 2025 PayrNet Limited UpheldBanking and PaymentsDRN-5741977 The complaint X, a limited company, complains that PayrNet Limited (“PayrNet”) hasn’t refunded funds it says it lost as the result of a scam. X held an ANNA branded account – who provide services on behalf of PayrNet. For ease of reading in this decision I’ll refer to PayrN... (6 pages)View decision -
Decision Reference DRN-5657672
13 Aug 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5657672 The complaint Miss B complains about the service she received from Capital One (Europe) plc in relation to her credit card accounts. She also complains that it has impacted her credit file. What happened Miss B unfortunately lost her job in October 2023, and as a result she... (3 pages)View decision -
Decision Reference DRN-5331092
13 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5331092 The complaint Miss I complains that Revolut Ltd won’t refund payments made as part of a scam. What happened The full details of this complaint are well known to both parties. Briefly, on 29 May 2024, several payments totalling just under £1,300 were made from Miss I’s newly... (3 pages)View decision -
Decision Reference DRN-5222322
13 Aug 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5222322 The complaint Mr and Mrs H complain Starling Bank Limited (“Starling Bank”) didn’t do enough to protect them when they fell victim to a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the details here. Mr H said... (3 pages)View decision -
Decision Reference DRN-5578402
13 Aug 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5578402 The complaint Mr G complains that American Express Services Europe Limited (AESEL) has recorded a missed payment on his credit file. What happened Mr G has a credit card account with AESEL. Mr G didn’t make a payment by the payment due date of 28 June 2024 and so AESEL reco... (3 pages)View decision -
Decision Reference DRN-5738641
13 Aug 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5738641 The complaint Ms T is unhappy with the service provided by Clydesdale Bank Plc, trading as Virgin Money. What happened Ms T raised a complaint with Virgin because she found that, after a mobile banking app update, she was unable to access the Virgin mobile banking app on her... (2 pages)View decision -
Decision Reference DRN-5739290
13 Aug 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5739290 The complaint Mr J and Mrs J are unhappy that Nationwide Building Society (Nationwide) rejected an international payment into their account, and this resulted in a financial loss. What happened I issued a provisional decision on this complaint, inviting both parties to let ... (6 pages)View decision -
Decision Reference DRN-5663453
13 Aug 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5663453 The complaint Mr B complains that Vanquis Bank Limited (‘Vanquis’) unfairly defaulted his credit card account without giving him prior warning. Mr B’s also unhappy that Vanquis took a long time to close his account when he requested this. To put things right Mr B wants the d... (3 pages)View decision -
Decision Reference DRN-5649068
13 Aug 2025 PSI-Pay Ltd Not upheldBanking and PaymentsDRN-5649068 The complaint Mr K complained because PSI-Pay Ltd refused to refund him for a payment which he said he didn’t authorise. What happened Mr K opened a Pockit account on 6 February 2025. Within ten minutes of the account being opened, two ‘’trusted devices’’ were added to the ... (3 pages)View decision
