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-5718219
5 Aug 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5718219 The complaint Mr G complains The Royal Bank of Scotland Plc didn’t do enough to get a refund for a transaction made on his debit card. What happened In January 2025, Mr G booked a hotel stay through a comparison website I’ll call “H”, paying with his RBS debit card. Mr G th... (3 pages)View decision -
Decision Reference DRN-5531464
5 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5531464 The complaint Miss W complains that Monzo Bank Ltd trading as Monzo lent to her irresponsibly. What happened On 15 March 2020, Miss W applied for - and was given - an overdraft of £1,750. The overdraft limit has not changed since. On 16 October 2024, Miss W complained to Mo... (3 pages)View decision -
Decision Reference DRN-5680964
5 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5680964 The complaint Mr R complains that NewDay Ltd (‘NewDay’), trading as Pulse Credit Card, shouldn’t have approved a payment that allowed him to go over-limit. He says the payment had also been taken early and shouldn’t have been. What happened The detailed background to this co... (2 pages)View decision -
Decision Reference DRN-5632186
5 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5632186 The complaint Miss A complains Barclays Bank UK PLC acted unfairly by not refunding a payment she made using her debit card. What happened In June 2024, Miss A purchased a handbag online from a company I’ll refer to as S. She paid EUR 2,900 (£2,529.63) using her Barclays deb... (4 pages)View decision -
Decision Reference DRN-5724128
5 Aug 2025 Nationwide Building Society Not upheldConsumer CreditDRN-5724128 Complaint Mr T has complained about a loan that Nationwide Building Society (“Nationwide”) provided to him. He’s said that the loan was unaffordable, that the debt he ended up defaulting on was too high and he’s had to continue making payments on it. Background Mr T was pro... (5 pages)View decision -
Decision Reference DRN-5283580
5 Aug 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5283580 The complaint Miss K complains that Mercedes-Benz Financial Services UK Limited (MBFS) has unfairly refused her application to refinance her agreement with it. What happened In 2020, Miss K entered into a car finance agreement with MBFS to acquire a car. I don’t have a copy ... (2 pages)View decision -
Decision Reference DRN-5523390
5 Aug 2025 Topaz Finance Limited Not upheldMortgagesDRN-5523390 The complaint Mr H complains that his mortgage lender, Topaz Finance Limited trading as Heliodor Mortgages, unfairly declined his request for consent to let the mortgaged property. What happened Mr H had an interest-only mortgage with Heliodor which he had originally taken ... (2 pages)View decision -
Decision Reference DRN-5524927
5 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5524927 The complaint Mr B is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr B fell victim to a cruel investment scam. After responding to an advert on social media, he was... (4 pages)View decision -
Decision Reference DRN-5643973
5 Aug 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5643973 The complaint Mr M and Mrs M (M) are business partners (the Partnership). The Partnership complains about the decision by Barclays Bank UK PLC to withdraw an overdraft facility and the service received thereafter. What happened The background to this complaint is well-known ... (3 pages)View decision -
Decision Reference DRN-5222493
5 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5222493 The complaint Mr S complains that Lloyds Bank PLC (‘Lloyds’) won’t refund the money he lost after falling victim to a scam. What happened Mr S wanted to obtain a Construction Skills Certification Scheme (CSCS) card in order to work in the construction industry. He saw an ad... (3 pages)View decision
