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-5692432
24 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5692432 The complaint Mr P complains that Lloyds Bank PLC hasn’t reimbursed him after he fell victim to an investment scam. What happened In 2018, Mr P invested several times with a company I’ll call ‘G’. He received returns on his initial investment from April 2018, but didn’t rece... (2 pages)View decision -
Decision Reference DRN-4834162
24 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4834162 The complaint Miss A complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse the funds she lost when she fell victim to a scam. What happened The facts of this case are known to both parties and were set out in the investigator’s view, so I will summarise them very briefly ... (3 pages)View decision -
Decision Reference DRN-5712237
24 Jul 2025 Pendragon Finance and Insurance Services Limited UpheldConsumer CreditDRN-5712237 The complaint Mr M complains that Pendragon Finance and Insurance Services Limited trading as Stratstone failed to process his application for a car hire agreement after he accepted a quote. What happened I issued a provisional decision setting out what I thought about Mr M&... (5 pages)View decision -
Decision Reference DRN-5638927
24 Jul 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5638927 The complaint Mr K complains that Zopa Bank Limited applied interest to his credit card daily. He’s unhappy that the pending interest is deducted from his available credit before the statement is generated. What happened Mr K opened a credit card account with Zopa in May 202... (2 pages)View decision -
Decision Reference DRN-5534703
24 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5534703 The complaint The estate of Mr L (“The Estate”) is unhappy with the actions of National Westminster Bank Public Limited Company (“NatWest”) surrounding the closure of the late Mr L’s accounts. The Estate’s complaint is brought to this service by one of the executors of the E... (4 pages)View decision -
Decision Reference DRN-5712069
24 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5712069 The complaint Miss P complains that Barclays Bank UK PLC lent to her irresponsibly. What happened The facts of this case are familiar to both sides, so I don’t intend to repeat everything in detail here. Instead, I’ll provide a summary. On 17 December 2020, Miss P applied f... (5 pages)View decision -
Decision Reference DRN-5423419
24 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5423419 The complaint Mr S complains Wise Payments Limited wouldn’t accept an unenrolled deed pool as evidence that he’s changed his name. What happened Mr S opened an account with Wise in April 2024. Mr S contacted Wise on 18 January 2025 to say he’d changed his name and wanted his... (2 pages)View decision -
Decision Reference DRN-5303637
24 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5303637 The complaint Mrs K complains that Santander UK Plc won’t refund money she lost when she fell victim to an investment scam. Mrs K is being represented by a company I will refer to as “M”. What happened The background to this complaint is well-known to both parties, so I wo... (3 pages)View decision -
Decision Reference DRN-5707845
24 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5707845 The complaint Mr K complains Revolut Ltd won’t refund the full amount of money he lost to a scam. What happened Mr K complains that from February 2024 he sent several payments to what it thought was a legitimate investment. When Mr K realised he had lost all his money, he ra... (3 pages)View decision -
Decision Reference DRN-5713154
24 Jul 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5713154 The complaint Miss O is unhappy that a car supplied to her under a hire purchase agreement with N.I.I.B. Group Limited trading as Northridge Finance (Northridge) was of unsatisfactory quality. What happened In January 2024 Miss O entered into a hire purchase agreement with N... (4 pages)View decision
