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-5702993
5 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5702993 The complaint Mrs D is unhappy that Revolut Ltd has decided not to refund her after she was the victim of a scam. What happened Mrs D made 16 card payments to cryptocurrency providers totalling £12,057, from June 2023 through to August 2023. The payments ranged in value bet... (5 pages)View decision -
Decision Reference DRN-5734256
5 Aug 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5734256 The complaint Mr and Mrs I complain that Barclays Bank UK PLC sent them a range of new fixed interest rate mortgage deals to choose from for their buy to let mortgage, then when they chose one and signed for it, Barclays said it wasn’t available to them. What happened Mr and... (4 pages)View decision -
Decision Reference DRN-5274947
5 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5274947 The complaint Mr T is unhappy Monzo Bank Ltd will not refund £2,370 he lost as the result of a scam. What happened As both parties are aware of the details of the scam, I will not repeat them in full here. In summary, Mr T fell victim to a job/task scam. He was contacted via... (3 pages)View decision -
Decision Reference DRN-5501366
5 Aug 2025 Paragon Bank Plc Not upheldMortgagesDRN-5501366 The complaint Mrs C complains that Paragon Bank Plc (Paragon) mis-sold three mortgages to her. She says Paragon harassed her to take out the mortgage products, didn’t provide her with enough information about the mortgages, and that she’s lost out as a result. What happened ... (3 pages)View decision -
Decision Reference DRN-5735364
5 Aug 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5735364 The complaint Mrs K complains about the quality of a car supplied to her by Moneybarn No. 1 Limited (“Moneybarn”). What happened In late August 2024, Mrs K entered into a conditional sale agreement with Moneybarn for the supply of a used car. The car was around ten years old... (5 pages)View decision -
Decision Reference DRN-5735866
5 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5735866 The complaint Miss A says Barclays Bank UK PLC (“Barclays”) refuses to refund her for transactions on her account she says she didn’t authorise. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In short, Miss A ... (3 pages)View decision -
Decision Reference DRN-5733789
5 Aug 2025 Nationwide Building Society Not upheldMortgagesDRN-5733789 The complaint Mr and Mrs H complain that Nationwide Building Society won’t allow them to make an overpayment onto their mortgage using a credit card. Mr H says Nationwide has previously accepted payment by credit card, so he wants it to do so again. What happened Whilst this... (4 pages)View decision -
Decision Reference DRN-5624420
5 Aug 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5624420 The complaint Mr C complains about the quality of a car he acquired under a conditional sale agreement with Santander Consumer (UK) Plc trading as Santander Consumer Finance (Santander). When I refer to what Mr C and/or Santander said or did, it should also be taken to incl... (7 pages)View decision -
Decision Reference DRN-5598002
5 Aug 2025 National Savings and Investments UpheldBanking and PaymentsDRN-5598002 The complaint Ms E complains the National Savings and Investments (NS&I) provided her with incorrect information leading her to believe that a £1,000 withdrawal from her Premium Bonds had gone missing. What happened ln October and November 2024 Ms E initiated three with... (2 pages)View decision -
Decision Reference DRN-5735469
5 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5735469 The complaint Miss L complains that Revolut Ltd won’t refund her the money she lost in an investment scam. Miss L is being represented by a professional representative. What happened The circumstances surrounding this complaint are well known to the parties, so I have summ... (6 pages)View decision
