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-5470096
5 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5470096 The complaint Mrs J complains that Revolut Ltd (‘Revolut’) won’t refund the money she lost as the result of a scam. What happened In August 2024, Mrs J saw an advert online about cryptocurrency trading. She provided her contact details and received a call from an account ma... (5 pages)View decision -
Decision Reference DRN-5735000
5 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5735000 The complaint S complains that NATIONAL WESTMINSTER PUBLIC LIMITED COMPANY (NatWest) won’t refund the money she says was lost as the result of a scam. What happened In 2020, S was introduced to an investment by her brother. I’ll refer to the company offering the investment ... (3 pages)View decision -
Decision Reference DRN-5689949
4 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5689949 The complaint Mr T complains that Barclays Bank UK PLC trading as Tesco Bank restricted his account and withdrew his ability to withdraw cash and make money transfers. What happened Mr T holds a credit card account with Tesco Bank. In December 2024 Tesco Bank reviewed Mr T’s... (2 pages)View decision -
Decision Reference DRN-5689634
4 Aug 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5689634 The complaint Mrs B complains that Clydesdale Bank Plc trading as Virgin Money blocked her card and mobile app whilst she was abroad. She’s unhappy that she had to make several phone calls to resolve the issue and wants her call charges refunded. What happened Mrs B holds a ... (2 pages)View decision -
Decision Reference DRN-5734941
4 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5734941 The complaint Mr T has complained that Barclays Bank UK PLC trading as Barclaycard didn’t process a cheque he sent, to clear his credit card balance. What happened On 2 August 2024, Mr T sent Barclaycard a cheque for £8,000, to clear his balance. He’s explained he did so usi... (2 pages)View decision -
Decision Reference DRN-5734751
4 Aug 2025 Loans 2 Go Limited UpheldConsumer CreditDRN-5734751 The complaint Mr H, through a representative, says Loans 2 Go Limited irresponsibly lent to him. What happened Mr H took out a loan for £500 over 18 months from Loans 2 Go on 17 May 2022. The weekly repayments were £102.78. He says Loans 2 Go did not do enough checks at the... (3 pages)View decision -
Decision Reference DRN-5734928
4 Aug 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5734928 The complaint Mrs D has complained there were delays in Creation Consumer Finance Ltd processing her loan application. This meant she had to reapply, and her application was then declined. What happened Mrs D applied for a loan with Creation, and indications were it would be... (2 pages)View decision -
Decision Reference DRN-5734920
4 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5734920 The complaint Mr S has complained about the lack of support he received from NewDay Ltd trading as Fluid Credit Card, when he was experiencing financial difficulty. What happened Mr S had a NewDay credit card. He called NewDay in August 2024, as he was struggling with repaym... (1 page)View decision -
Decision Reference DRN-5643759
4 Aug 2025 Gemcabin Limited Not upheldConsumer CreditDRN-5643759 The complaint Ms U has complained that Gemcabin Limited trading as Nathan & Co has wrongfully disposed of her assets, which she had pawned. What happened Ms U pawned a number of items with Gemcabin. This is in essence, and in very simple terms, a ‘loan’, which attracts ... (1 page)View decision -
Decision Reference DRN-5734891
4 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5734891 The complaint Mr M has complained that Bank of Scotland plc trading as Halifax unfairly blocked a payment transaction, and then took too long to unblock it. What happened On 27 February 2025, Mr M attempted to make a payment to a holiday company. Despite having already autho... (1 page)View decision
