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-5690672
5 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5690672 The complaint Ms B complains that Santander UK Plc didn’t sufficiently check she could afford to repay an overdraft facility and the subsequent overdraft limit increases. In bringing her complaint Ms B is represented by a third party. For ease of reading I will only refer to... (4 pages)View decision -
Decision Reference DRN-5646497
5 Aug 2025 Barclays Bank Plc Not upheldBanking and PaymentsDRN-5646497 The complaint A limited company, which I’ll refer to as ‘B’, is unhappy that Barclays Bank Plc, trading as Barclaycard, used an incorrect business name on the account statements for several months and that its account was later defaulted for non-payment. B’s complaint is bro... (2 pages)View decision -
Decision Reference DRN-5579250
5 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5579250 The complaint Mrs O is being represented by solicitors. She’s complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Mrs O fell victim to a cruel investment scam. After responding to an advert on social media, sh... (3 pages)View decision -
Decision Reference DRN-5572383
5 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5572383 The complaint Mr S is unhappy with Barclays Bank UK PLC. Mr S wished to move his ISA to another provider, but the transfer didn’t go through. This was due to issues surrounding his address. Mr S was reluctant to change the address details as he and his family had been subjec... (3 pages)View decision -
Decision Reference DRN-5546169
5 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5546169 The complaint Ms B complains that NewDay Ltd trading as John Lewis Mastercard (NewDay) declined her claim resulting from a transaction made using her credit card. What happened Ms B used her credit card to pay a removal company I’ll refer to as X to pack, store and transport... (3 pages)View decision -
Decision Reference DRN-5253064
5 Aug 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5253064 The complaint Mr W complains that Wise Payments Limited will not refund money he said he 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 summary, Mr W said he made the following payments to... (3 pages)View decision -
Decision Reference DRN-4949515
5 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-4949515 The complaint Mr M complains that National Westminster Bank Public Limited Company (“NatWest”) won’t refund the money he lost when he was the victim of blackmail. Mr M brings his complaint with the assistance of a family member. For ease of reading within this final decisio... (4 pages)View decision -
Decision Reference DRN-5667661
5 Aug 2025 JAJA FINANCE LTD UpheldBanking and PaymentsDRN-5667661 The complaint Ms S complaints that JAJA FINANCE LTD unfairly declined her claim for a transaction made using her credit card account. What happened My provisional decision of 23 July 2025 set out the background to this complaint: “Ms S booked a transfer from her holiday acco... (4 pages)View decision -
Decision Reference DRN-5736537
5 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5736537 The complaint Mr K is unhappy Santander UK Plc (‘Santander’) hasn’t refunded him the money he lost after falling victim to an authorised push payment (‘APP’) property investment scam. Mr K has brought the complaint with the assistance of a representative. For ease of readin... (6 pages)View decision -
Decision Reference DRN-5736624
5 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5736624 The complaint Mr K is unhappy Santander UK Plc (‘Santander’) hasn’t refunded him the money he lost after falling victim to an authorised push payment (‘APP’) property investment scam. Mr K has brought the complaint with the assistance of a representative. For ease of readin... (7 pages)View decision
