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-5905312
24 Oct 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5905312 The complaint Mr C complains HSBC UK Bank UK Plc (‘HSBC’), hasn’t reimbursed him following an Authorised Push Payment (‘APP’) property investment scam he fell victim to. He says HSBC should reimburse him for the money he lost. Mr C has brought the complaint with the assista... (10 pages)View decision -
Decision Reference DRN-5607054
24 Oct 2025 MONAVATE LTD UpheldBanking and PaymentsDRN-5607054 The complaint Mr S has complained Monavate Ltd won’t refund the funds left on his pre-loaded card which they administer. What happened In 2016 or thereabouts Mr S took out a pre-loaded card he could use on holidays. He loaded €600 in 2016 prior to going on holiday. He went o... (2 pages)View decision -
Decision Reference DRN-5905390
24 Oct 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5905390 The complaint Miss B complains about the way Shop Direct Finance Company Limited trading as Very (‘Shop Direct’) responded to her when she told it she was experiencing financial difficulties. What happened Both parties are familiar with the background to this complaint, so I... (3 pages)View decision -
Decision Reference DRN-5840751
24 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5840751 The complaint Miss F has complained National Westminster Bank Public Limited Company won’t refund transactions she didn’t make. She’s also concerned at how NatWest managed her complaint. What happened In July 2024 Miss F suddenly noticed many transactions made using her NatW... (2 pages)View decision -
Decision Reference DRN-5724137
24 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5724137 The complaint Mrs R complains about how Barclays Bank UK PLC trading as Barclaycard (‘BC’) handled a claim she made to it. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolv... (4 pages)View decision -
Decision Reference DRN-5896845
24 Oct 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5896845 The complaint T and T, a limited company, has complained Clydesdale Bank plc, trading as Virgin Money, won’t refund them for six transactions they didn’t authorise. What happened T and T is a limited company with two directors, Mr F and Mr H. I shall refer to T and T as T th... (3 pages)View decision -
Decision Reference DRN-5853531
24 Oct 2025 Black Horse Limited UpheldConsumer CreditDRN-5853531 The complaint Miss C says Black Horse Limited (‘Black Horse’), irresponsibly lent to her. She says it didn’t take reasonable steps to ensure she could afford the repayments towards a hire purchase agreement to purchase a static caravan. She says the loan wasn’t affordable as... (5 pages)View decision -
Decision Reference DRN-5780276
24 Oct 2025 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-5780276 The complaint Mr S complains Prepay Technologies Ltd who issue final responses on behalf of Monese allowed over £1,000’s worth of gambling transactions to leave his account between March and April 2025. What happened Mr S has an account with Monese. He’s a registered GamStop... (2 pages)View decision -
Decision Reference DRN-5655710
24 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5655710 The complaint Miss C complains Monzo Bank Ltd allowed her to deposit approximately £20,000 and gamble it on online casinos sometimes depositing thousands of pounds in minutes. What happened Miss C opened an account with Monzo in August 2024. She’s told us that she has a gamb... (2 pages)View decision -
Decision Reference DRN-5514216
24 Oct 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5514216 The complaint Mr K complains Lloyds Bank PLC offered him no support despite him gambling in excess of £80,000. What happened Mr K has been a customer of Lloyds Bank for many years. In 2022 Mr K complained to Lloyds Bank about his overdraft saying that it had lent to him irre... (3 pages)View decision
