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-5752612
13 Aug 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5752612 The complaint Miss R complains that NewDay Ltd trading as Marbles irresponsibly lent to her. What happened Miss R was approved for a Marbles credit card in September 2020 with a £900 credit limit. The credit limit was increased to £1,900 in June 2021. A final credit limit in... (5 pages)View decision -
Decision Reference DRN-5362155
13 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5362155 The complaint Miss S complains that National Westminster Bank closed an account she held with them without providing a reason and that she received poor customer service. What happened Miss S held a Young Saver account with NatWest that was originally set up for her son in 2... (3 pages)View decision -
Decision Reference DRN-5722876
13 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5722876 Complaint Mr H has complained about a credit card Barclays Bank UK Plc (trading as “Barclaycard”) provided to him. He says that he shouldn’t have been given the credit card and that it was irresponsibly provided to him. Background Mr H was provided with three credit cards ... (3 pages)View decision -
Decision Reference DRN-5750151
13 Aug 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5750151 The complaint Mrs C complains that Santander Consumer (UK) Plc failed to update her address. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. When Mrs C made a compl... (2 pages)View decision -
Decision Reference DRN-5753131
13 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5753131 The complaint Mr S is being represented by solicitors. He’s complaining about Monzo Bank Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr S fell victim to a cruel investment scam. He was added to an online chat with other ‘investo... (6 pages)View decision -
Decision Reference DRN-5488441
13 Aug 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5488441 The complaint Mr C, through his representative, complains that Specialist Motor Finance Limited (“SMF”) lent to him irresponsibly by approving finance for him to purchase a vehicle when he could not afford it. What happened In November 2022 Mr C applied to SMF for credit to ... (3 pages)View decision -
Decision Reference DRN-5163027
13 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5163027 The complaint Mrs B complains that Revolut Ltd won’t refund the money she lost to a What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. However, in brief, Mrs B saw an advert for a company that purported to be ... (4 pages)View decision -
Decision Reference DRN-5502762
13 Aug 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5502762 The complaint Ms C complains that The Royal Bank of Scotland Plc (RBS) blocked her card which prevented her from paying for an experience while she was on holiday. She’d like compensation for the loss of opportunity and inconvenience caused. What happened Ms C has a current ... (3 pages)View decision -
Decision Reference DRN-5453316
13 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5453316 The complaint Mrs S has complained about the way Barclays Bank UK PLC handled a dispute she had over goods she bought. What happened Mrs S made two £30 open banking transfers to Merchant A, one in November 2023 and one in December 2023. She’s explained that she was buying gi... (2 pages)View decision -
Decision Reference DRN-5725613
13 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5725613 The complaint The estate of Mrs O complains about Barclays Bank UK PLC (Barclays) when it approached them about several historic bank accounts. The complaint has been brought on behalf of the estate by a third party who I’ll refer to as C for ease of reading. What happened ... (3 pages)View decision
