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 171072 results
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Decision Reference DRN-5740682
7 Aug 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5740682 The complaint Mr M complains that an error with Zopa Bank Limited’s app meant that he missed a payment. Mr M is unhappy with the service he received when trying to resolve the issue. Mr M wants Zopa to amend his credit file and pay additional compensation. What happened Mr M... (5 pages)View decision -
Decision Reference DRN-5407817
7 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5407817 The complaint Mr A is unhappy National Westminster Bank PLC Ltd will not refund the money he lost as the result of an authorised push payment (APP) scam. Mr A brought his complaint through a representative, for ease of reading I will refer solely to Mr A in this decision. Wh... (4 pages)View decision -
Decision Reference DRN-5696122
7 Aug 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5696122 The complaint Mr C complains that Madison CF UK Limited trading as 118 118 Money sent him correspondence in error regarding a cancelled direct debit. When he contacted 118 118 Money via chat he was called an incorrect name. What happened On 1 March 2025 Mr C contacted 118 11... (2 pages)View decision -
Decision Reference DRN-5399257
7 Aug 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5399257 The complaint Mr E complains Wise Payments Limited closed his account without reason and have retained the account balance. 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 event... (3 pages)View decision -
Decision Reference DRN-5606153
7 Aug 2025 Euronet Payment Services Ltd Not upheldBanking and PaymentsDRN-5606153 The complaint Ms A complains that Euronet Payment Services Limited trading as Ria money transfer (Ria) delayed in making an overseas transfer to her brother. What happened On 6 March 2025 Ms A instructed Ria In the transfer of £25 to her brother overseas. The transfer was to... (2 pages)View decision -
Decision Reference DRN-5738819
7 Aug 2025 Pockit Limited Not upheldBanking and PaymentsDRN-5738819 The complaint Mrs B complains that POCKIT LIMITED will not refund money she lost to a scam. What happened The details of this complaint are well known to both parties, so I will not repeat it all again here. In August 2024 Mrs B made a payment of £852.23 to pay for a flight ... (2 pages)View decision -
Decision Reference DRN-5535307
7 Aug 2025 The Mortgage Works (UK) Plc Not upheldMortgagesDRN-5535307 The complaint Mr and Mrs W have complained about two buy to let (“BTL”) mortgages they hold with The Mortgage Works (UK) Plc (“TMW”). They’re unhappy that their two accounts went onto the reversionary variable rate for a time, rather than onto new fixed rate products. What h... (4 pages)View decision -
Decision Reference DRN-5739439
7 Aug 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5739439 The complaint Mr B complains that Barclays Bank UK PLC misled him about the amount of money he would have available when he ported his mortgage to a new property. What happened Mr B has a mortgage with Barclays. In 2024 he decided to move house and applied to port his existi... (5 pages)View decision -
Decision Reference DRN-5422466
7 Aug 2025 PRA Group (UK) Limited Not upheldConsumer CreditDRN-5422466 The complaint Mr P complains that PRA Group (UK) Limited (PRA) are harassing him because they are attempting to collect a debt he says they haven’t proved he is liable for. What happened Mr P’s complaint centres around a credit card account. The original lender (OL) sold th... (3 pages)View decision -
Decision Reference DRN-5565918
7 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5565918 The complaint Mr M complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) has not refunded money he lost to a scam. What happened Mr M was talking with a friend, who invited him to the offices of an investment company, which I’ll call B. There, Mr M was i... (6 pages)View decision
