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 171073 results
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Decision Reference DRN-5684962
29 Jul 2025 Creation Consumer Finance Ltd Not upheldBanking and PaymentsDRN-5684962 The complaint Mrs P complains that payment she made to Creation Consumer Finance Ltd in error haven’t been returned to her. What happened In November 2024 and December 2024 Mrs P made 9 payments to MK One Mastercard (administered by Creation) in error, believing that she was... (2 pages)View decision -
Decision Reference DRN-5679673
29 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5679673 The complaint Mr T complains about the advice he was given by National Westminster Bank PLC (NWB) when he contacted them regarding his credit card accounts. What happened Mr T held three credit card accounts with NWB. In March 2025 Mr T contacted NWB to request a credit limi... (2 pages)View decision -
Decision Reference DRN-5237056
29 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5237056 The complaint C is a company. It complains through its representatives that HSBC UK Bank Plc is responsible for the losses it suffered when it was unable to use its next generation virtual accounts management (VAM) tool. What happened HSBC provides C with VAM services which ... (2 pages)View decision -
Decision Reference DRN-5713742
29 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5713742 The complaint Ms T complains about how Barclays Bank UK PLC handled a dispute she raised to it. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes with minimum f... (3 pages)View decision -
Decision Reference DRN-5692143
29 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5692143 The complaint X complains that NewDay Ltd were unreasonable to default and terminate his agreement when they knew he was medically incapacitated. He says they failed to follow the correct complaints procedure. What happened The detailed background to this complaint is well k... (3 pages)View decision -
Decision Reference DRN-5166790
29 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5166790 The complaint Mr T complains Revolut Ltd won’t refund the money he lost when he fell victim to a scam What happened Mr T received a text, seemingly from a courier, saying he needed to pay a small amount to reschedule a delivery. He followed the link in the message and input ... (2 pages)View decision -
Decision Reference DRN-5604233
29 Jul 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5604233 The complaint Mr W and Mrs B complain that Nationwide Building Society won’t reimburse them after they send money to an investment, that they now consider to have been a scam. What happened The circumstances of this complaint are well known to both parties so I won’t repeat ... (5 pages)View decision -
Decision Reference DRN-5571433
29 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5571433 The complaint Miss W is unhappy with Lloyds Bank Plc. She said the online banking app needed to be fixed. Miss W said her account balance displayed through the online app didn’t take account of all of her upcoming transactions. Miss W said this is misleading and is making it... (3 pages)View decision -
Decision Reference DRN-5721454
29 Jul 2025 National Savings and Investments Not upheldBanking and PaymentsDRN-5721454 The complaint The Estate of Mrs C complains that National Savings and Investments only refunded £1 for a £2 bond, and that it gave out wrong information. Mr C is the representative of the Estate. What happened Mr C’s wife passed away in 2023. Mr C contacted NS&I in July ... (2 pages)View decision -
Decision Reference DRN-5546390
29 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5546390 The complaint Mrs P complains that Monzo Bank Ltd won’t refund her the money she lost after she fell victim to an Authorised Push Payment (‘APP’) scam. Mrs P has brought her complaint with the assistance of a professional representative. For ease of reading, I will refer to... (3 pages)View decision
