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-5708437
28 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5708437 The complaint Mr A complains about the way in which National Westminster Bank plc handled his claim for a refund when accommodation he rented was not of a satisfactory standard. He paid for the accommodation with his NatWest credit card. What happened In July 2024 Mr A booke... (5 pages)View decision -
Decision Reference DRN-5313100
28 Jul 2025 Black Horse Limited Not upheldConsumer CreditDRN-5313100 The complaint Ms N is unhappy that a car supplied to her under a hire purchase agreement with Black Horse Limited was of an unsatisfactory quality. What happened On 6 March 2024, Ms N was supplied with a used car through a hire purchase agreement with Black Horse. The agree... (3 pages)View decision -
Decision Reference DRN-5704794
28 Jul 2025 Hyundai Capital UK Limited UpheldConsumer CreditDRN-5704794 The complaint Mr T complains that after his conditional sale agreement ended, Hyundai Capital UK Linited, trading as Kia Finance (Kia) charged him £409.65. He would like Kia to confirm he doesn’t owe any money, to remove any negative information on his credit file and compen... (2 pages)View decision -
Decision Reference DRN-5710209
28 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5710209 The complaint Mr D complains that Barclays Bank UK PLC allowed him to continue gambling through his current account despite having applied a gambling block online. There was a second part to this complaint raised with Barclays relating to customer service and the handling of... (3 pages)View decision -
Decision Reference DRN-5494630
28 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5494630 The complaint Mr A complains American Express Services Europe Limited (“American Express) didn’t do enough to help get a refund for a purchase made on his credit card. What happened In July 2024, Mr A bought a phone online from a company I’ll call “J”, paying via his Americ... (4 pages)View decision -
Decision Reference DRN-5209296
28 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5209296 The complaint Mr I complains that Bank of Scotland Plc trading as Halifax didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this ... (4 pages)View decision -
Decision Reference DRN-5620386
28 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5620386 The complaint Mr H complains that Nationwide Building Society closed a bank account. What happened Mr H had a joint account with Nationwide. In February 2024, Nationwide decided to close this account as it said the relationship between Mr H and Nationwide had broken down. T... (2 pages)View decision -
Decision Reference DRN-5481438
28 Jul 2025 PayrNet Limited Not upheldBanking and PaymentsDRN-5481438 The complaint Mr H complains that PayrNet Limited (as the recipient Payment Service Provider, PSP), didn’t do enough to prevent him losing money to a scam. Mr H has used a representative to bring his complaint. But, for ease of reading, I’ll mostly just refer to Mr H himsel... (4 pages)View decision -
Decision Reference DRN-5250212
28 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5250212 The complaint Mr K complains that Monzo Bank Ltd failed to refund £106,874 he says he lost to a crypto investment scam. Mr K is being supported in making his complaint by a representative. But for ease, I’ll only refer to Mr K in this decision. The details of this complain... (2 pages)View decision -
Decision Reference DRN-5715180
28 Jul 2025 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-5715180 The complaint Miss P complains that there was a delay before JAJA FINANCE LTD (JAJA) credited her account with a payment she had made, that they haven’t amended her credit file and that they caused her stress and anxiety. What happened On 31 January 2025 Miss P tried to make... (2 pages)View decision
