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-5320783
5 Aug 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5320783 The complaint Mr J complains that J.P. Morgan Europe Limited trading as Chase (Chase) is refusing to refund him the amount he lost as the result of a scam. Mr J is being represented by a third party. To keep things simple, I will refer to Mr J throughout my decision. What ha... (3 pages)View decision -
Decision Reference DRN-5733647
5 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5733647 The complaint E’s complaint is that Monzo Bank Ltd (Monzo) is refusing to refund the amount that was lost as the result of a scam. E is being represented by one of its directors. I will refer to this person as Mrs S. What happened The background of this complaint is well kno... (2 pages)View decision -
Decision Reference DRN-5735454
5 Aug 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5735454 The complaint Mrs R’s complaint is about Clydesdale Bank Plc trading as Virgin Money’s handling of a dispute about the quality of a sofa she purchased with her credit card. What happened In December 2020 Mrs R purchased a sofa from a merchant (who I’ve referred to as ‘D’ thr... (6 pages)View decision -
Decision Reference DRN-5733018
5 Aug 2025 Lendable Ltd Not upheldConsumer CreditDRN-5733018 The complaint Mr M complains Lendable Ltd are unfairly holding him responsible for an £8,700 loan he says he didn’t apply for. What happened Mr M fell victim to an investment scam following an advertisement he’d seen on social media. Mr M was contacted by the scammer and do... (4 pages)View decision -
Decision Reference DRN-5677934
5 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5677934 The complaint Ms O complains that interest charges Barclays Bank UK PLC, trading as Tesco Bank, charged her were unclear. 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 events h... (2 pages)View decision -
Decision Reference DRN-5002408
5 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5002408 The complaint Miss T is unhappy that Revolut Ltd won’t reimburse money she lost to a scam. Miss T has brought her complaint with the assistance of a professional representative. But for ease I’ll refer to all their submissions as being from Miss T. What happened Miss T says ... (4 pages)View decision -
Decision Reference DRN-5663774
5 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5663774 The complaint Miss S complains that despite being aware of her problem gambling and having gambling block enabled on her account that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) failed to contact her or intervene when large sums of money were withdrawn from ... (3 pages)View decision -
Decision Reference DRN-5493992
5 Aug 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5493992 The complaint Miss H complains Capital One (Europe) plc trading as Capital One (Capital One) failed to carry out proportionate financial checks before approving two credit card accounts for her. What happened Miss H says Capital One approved two credit card accounts for her ... (3 pages)View decision -
Decision Reference DRN-5734975
5 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5734975 The complaint Ms F complains Barclays Bank UK PLC trading as Barclaycard didn’t do enough to help get a refund for transactions made on her credit card. What happened Ms F had a membership with a delivery company I’ll call “Y”, that in part meant she’d get no delivery charg... (3 pages)View decision -
Decision Reference DRN-5683175
5 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5683175 The complaint Mr C complains that Bank of Scotland plc trading as Halifax did not pay him reward payments he was eligible to receive as part of his Reward current account. What happened Mr C held a Reward current account. Providing certain conditions were met in a calendar m... (2 pages)View decision
