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-5694633
15 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5694633 The complaint Mr W is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr W fell victim to a cruel investment scam. After responding to an advert he saw on social media ... (6 pages)View decision -
Decision Reference DRN-5502257
15 Jul 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5502257 The complaint Mr M, using a professional representative (“the PR”), has complained that MBNA Limited (‘the Lender’) acted unfairly and unreasonably by (1) declining to pay a claim under Section 75 of the Consumer Credit Act 1974 (the ‘CCA’) and (2) participating in an unfair... (8 pages)View decision -
Decision Reference DRN-5694548
15 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5694548 The complaint Mrs E is being represented by solicitors. She’s complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Mrs E fell victim to a cruel investment scam after she responded to an advert on social media. ... (6 pages)View decision -
Decision Reference DRN-5579850
15 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5579850 The complaint and background Mr C complains that Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to an investment scam in October 2023, resulting in the loss of over £70,000. Our investigator didn’t uphold the complaint. In summary, she felt that ... (2 pages)View decision -
Decision Reference DRN-5638903
15 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5638903 The complaint Mr A complains about the way in which Nationwide Building Society handled his claim for a refund after a holiday company did not provide a satisfactory service and then left him to make his own way home from a holiday in south America. He says that Nationwide s... (4 pages)View decision -
Decision Reference DRN-5581787
15 Jul 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5581787 The complaint Mr A complains that The Royal Bank of Scotland plc won’t refund to him some payments that he made from his account from March 2022. What happened Mr A made payments from his Royal Bank of Scotland bank account using an online payment system to a named individua... (3 pages)View decision -
Decision Reference DRN-5644438
15 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5644438 The complaint Mr and Mrs T have complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) mis-sold them a fee-paying Advantage Gold account (that was later rebranded as a Select Platinum account) in 2003. Mr and Mrs T say that NatWest failed to draw their ... (5 pages)View decision -
Decision Reference DRN-5646686
15 Jul 2025 Brent Shrine Credit Union Limited Not upheldConsumer CreditDRN-5646686 The complaint Mr M is complaining that Brent Shrine Credit Union Limited trading as My Community Bank (MCB) lent to him irresponsibly by providing him with a personal loan. Mr M’s complaint has been handled by a representative but for ease I’ve written as if we’ve dealt with... (4 pages)View decision -
Decision Reference DRN-5410027
15 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5410027 The complaint Mr M is being represented by a claims manager. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr M fell victim to a cruel investment scam. In October and November 2023, he made the follo... (3 pages)View decision -
Decision Reference DRN-5636362
15 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5636362 The complaint Mr M is unhappy that NewDay Ltd trading as Fluid gave him incorrect information about a money transfer and reversed a payment without his authority. What happened On 31 January 2024 Mr M phoned NewDay to ask about transferring money from his credit card account... (2 pages)View decision
