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 171071 results
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Decision Reference DRN-5690039
6 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5690039 The complaint Mr P complains that Lloyds Bank PLC (Lloyds) is refusing to refund him the amount he lost as the result of a scam. Mr P is being represented by a third party. To keep things simple, I will refer to Mr P throughout my decision. What happened The background of th... (3 pages)View decision -
Decision Reference DRN-5736095
6 Aug 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5736095 The complaint Mrs B complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED (‘AESEL’), trading as American Express, didn’t clearly communicate changes to the threshold for companion voucher eligibility. What happened The detailed background to this complaint is well known to... (3 pages)View decision -
Decision Reference DRN-5731328
6 Aug 2025 Newcastle Building Society UpheldMortgagesDRN-5731328 The complaint Mr B complains that Newcastle Building Society (NBS) treats him as a mortgage customer when he understood he was only acting as guarantor for a mortgage for his son and daughter-in-law. He also says that it has failed to communicate with him properly about the ... (5 pages)View decision -
Decision Reference DRN-5690055
6 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5690055 The complaint Mr P complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr P is being represented by a third party. To keep things simple, I will refer to Mr P throughout my decision. What happened The background of this ... (5 pages)View decision -
Decision Reference DRN-5190567
6 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5190567 The complaint Mr E complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr E is being represented by a third party. To keep things simple, I will refer to Mr E throughout my decision. What happened The background of this ... (4 pages)View decision -
Decision Reference DRN-5709194
6 Aug 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5709194 The complaint Mr G complains that Barclays Bank UK PLC sent a field agent to visit his home, which he said was against his explicit instructions. Mr G said the agent’s visit was never going to be productive, and he thought the debt didn’t exist anyway, as Barclays later wrot... (3 pages)View decision -
Decision Reference DRN-5656119
6 Aug 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5656119 The complaint Miss U complains that Barclays Bank UK PLC reported late payment markers on her credit file. What happened Miss U holds a credit card account with Barclays. In 2024 the account fell into arrears. Barclays wrote to Miss U about the missed paymnt sin October 2024... (2 pages)View decision -
Decision Reference DRN-5601527
6 Aug 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5601527 The complaint Mr B complains that Wise Payments Limited (“Wise”) won’t refund a payment of £2,000 made to the wrong person/account resulting in the closure of his US bank account. What happened On 20 January 2025 at 15.29 Mr B manually sent a transfer for £2,000 from his Wi... (3 pages)View decision -
Decision Reference DRN-5737961
6 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5737961 The complaint Mr G complains that National Westminster Bank Public Limited Company (‘NatWest’) closed his account. He also complains that NatWest reversed a credit he received after disputing a payment, which left his account in an overdrawn balance. To put things right, Mr... (2 pages)View decision -
Decision Reference DRN-5351500
6 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5351500 The complaint Mrs B is unhappy that Lloyds Bank PLC (“Lloyds”) wont refund the money she lost to an investment scam. What happened I’m not going to cover all the points raised in detail. The view of 12 December 2024 covered the detailed timeline of the transactions and the d... (4 pages)View decision
