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 170827 results
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Decision Reference DRN-5699501
17 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5699501 The complaint Mr P complains that Santander UK Plc unfairly placed a restriction on his account. What happened In June last year, after opening an account with Santander, Mr P deposited a cheque payment of around £2,500 paid to him by HMRC. Santander restricted Mr P’s accoun... (3 pages)View decision -
Decision Reference DRN-5552959
17 Jul 2025 National Savings and Investments UpheldBanking and PaymentsDRN-5552959 The complaint Ms V is unhappy with National Savings and Investments (NS&I). Ms V went to another bank, I will refer to as “C”, and made arrangements to move her money away from her NS&I ISA to an ISA with C. She’s unhappy with how NS&I dealt with and handled her ... (5 pages)View decision -
Decision Reference DRN-5277131
17 Jul 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5277131 The complaint Mr J is unhappy that a car supplied to him under a hire purchase agreement with BMW Financial Services (GB) Limited trading as Alphera Financial Services (‘Alphera’) was of an unsatisfactory quality. Mr J has been represented during the claim and complaint pro... (4 pages)View decision -
Decision Reference DRN-5699397
17 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5699397 The complaint Miss J complains that NewDay Ltd, trading as Fluid, acted irresponsibly when they didn’t notice her gambling and kept on increasing her credit card limit. What happened Miss J took out a credit card with NewDay in October 2022 with a credit limit of £2,500. N... (6 pages)View decision -
Decision Reference DRN-5646618
17 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5646618 The complaint Miss S complains that NewDay Ltd trading as Aqua (NewDay) acted irresponsibly in agreeing to a credit card account and subsequent credit limit increase as she said the lending wasn’t affordable for her. What happened In April 2022 Miss S applied for a credit ca... (4 pages)View decision -
Decision Reference DRN-5207243
17 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5207243 The complaint Ms G complains that Monzo Bank Ltd (Monzo) is refusing to refund her the amount she lost as the result of a scam. Ms G has previously been represented by a third party. To keep things simple, I will refer to Ms G throughout my decision. What happened The backgr... (3 pages)View decision -
Decision Reference DRN-5534387
17 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5534387 The complaint Mr C complains that Monzo Bank Ltd trading as Monzo is refusing to refund him the amount he says he lost as the result of a scam. Mr C is being represented by a third party. To keep things simple, I will refer to Mr C throughout my decision. What happened The b... (3 pages)View decision -
Decision Reference DRN-5698160
17 Jul 2025 AutoMoney Limited Not upheldConsumer CreditDRN-5698160 The complaint Mrs H complains that the car she acquired through AutoMoney Limited (“AutoMoney”) wasn’t of satisfactory quality. She wants it to accept rejection of the car and then cancel the credit agreement. What happened Mrs H entered into a hire purchase agreement in Jul... (4 pages)View decision -
Decision Reference DRN-5501745
17 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5501745 The complaint Mr L complains that Wise Payments Limited (Wise) didn’t do enough to protect him from the financial harm caused by a task-related cryptocurrency scam. Mr L has been represented by a claims management company throughout his complaint. I have referred to them as... (3 pages)View decision -
Decision Reference DRN-5627360
17 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5627360 The complaint Mr B complains about Barclays Bank UK PLC (Barclays) after he requested a payment from his account with them. What happened At the beginning of November 2024, in preparation to purchase a property, Mr B transferred funds into Barclays and requested four large ... (3 pages)View decision
