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-4994076
25 Jul 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-4994076 The complaint D, a sole trader, has complained Metro Bank PLC did nothing to identify and stop a fraudulent payment being made to one of their customer’s accounts. What happened D operates as a small business and holds an account with a bank that I’ll refer to as L. They hav... (3 pages)View decision -
Decision Reference DRN-5671134
25 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5671134 The complaint Miss S on behalf of her daughter Miss W complains about the service received from Barclays Bank UK PLC (“Barclays”) following unrecognised transactions on Miss W’s account. In particular, Miss S is unhappy with the service Miss W received over the phone and say... (3 pages)View decision -
Decision Reference DRN-5652095
25 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5652095 The complaint Mr M has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In March 2024 Monzo closed the account Mr M held with them. They’d received a fraud report from another bank about a credit of £60... (3 pages)View decision -
Decision Reference DRN-5653407
25 Jul 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5653407 The complaint Mrs V complains that American Express Services Europe Limited (AESEL) gave her incorrect advice about the timescale within which she needed to meet a spend threshold in order to qualify for a promotional offer. What happened On 8 January 2025 Mrs V opened a Pla... (3 pages)View decision -
Decision Reference DRN-5715101
25 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5715101 The complaint Mr A complains Revolut Ltd won’t refund payments he lost when he was the victim of a cryptocurrency (‘crypto’) investment scam. Mr A is professionally represented, however, to keep things simple, I’ll refer to Mr A throughout my decision. What happened In Mar... (8 pages)View decision -
Decision Reference DRN-5640384
25 Jul 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5640384 The complaint Mr B complains that J.P. Morgan Europe Limited trading as Chase has unfairly discriminated against him and required him to provide intrusive identification photographs. What happened Mr B says he was locked out of his Chase account and required to provide ident... (2 pages)View decision -
Decision Reference DRN-5623498
25 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5623498 The complaint Mr and Mrs M complain that Barclays Bank UK PLC (Barclays) is refusing to refund the amount they say Mr M lost as the result of a scam. Mr and Mrs M are being represented by a third party. To keep things simple, I will refer to Mr and Mrs M throughout my decisi... (3 pages)View decision -
Decision Reference DRN-5589998
25 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5589998 The complaint Miss E complains that Monzo Bank Ltd has unfairly declined to refund a transaction made from her account after she was the victim of a scam. What happened On 6 August 2024, Miss E sold an item via an online marketplace. She says she then received an email from ... (3 pages)View decision -
Decision Reference DRN-5555270
25 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5555270 The complaint Mr L is unhappy with NewDay Ltd trading as John Lewis Partnership Card (NewDay)’s handling of his refund claim. What happened Mr L purchased a pergola via a ‘Buy Now Pay Later’ (BNPL) lender I shall call ‘D’ in February 2024 using his NewDay credit card. This p... (4 pages)View decision -
Decision Reference DRN-5709786
25 Jul 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5709786 The complaint Mr A complains that a car acquired under a hire purchase agreement with BMW Financial Services (GB) Limited trading as Alphera Financial Services (“Alphera”) wasn’t of satisfactory quality when it was supplied to him. What happened The parties are familiar wit... (4 pages)View decision
