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 170994 results
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Decision Reference DRN-5155569
16 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5155569 The complaint Mr F and Mr P complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) hasn’t refunded the money they believe they lost to an investment scam. Mr F and Mr P used the services of a professional representative to bring their complaint about Nat... (3 pages)View decision -
Decision Reference DRN-5489872
16 Jul 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5489872 The complaint N complains about the actions of Starling Bank Ltd when it was tricked into transferring money as a result of a scam. N is being represented by a claims management company but for ease I’ll refer to N in my decision. What happened The detailed background to t... (3 pages)View decision -
Decision Reference DRN-5240944
16 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5240944 The complaint Mr C complains that Lloyds Bank PLC (“Lloyds”) didn’t refund him the money he lost, to what he believed to be an Authorised Push Payment (“APP”) investment scam. In bringing his complaint to this service Mr C is represented, but for ease of reading I will refe... (4 pages)View decision -
Decision Reference DRN-5611940
16 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5611940 The complaint Mr T complained because Monzo Bank Ltd refused to refund him for payments to a bar abroad, which he said he didn’t authorise. What happened On 27 March 2025, Mr T was on holiday abroad, and went to a bar. Starting at 21.59, there was a series of payments and d... (4 pages)View decision -
Decision Reference DRN-5695681
16 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5695681 The complaint Miss C complains Wise Payments Limited won’t refund the full amount of money she lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of bo... (3 pages)View decision -
Decision Reference DRN-5619962
16 Jul 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5619962 The complaint Mr C is unhappy that Capital One (Europe) plc defaulted his account not long after applying ‘breathing space’ to his account. What happened In November 2024, Mr C explained to Capital One that he was having trouble meeting his contractual payment obligations on... (2 pages)View decision -
Decision Reference DRN-5690692
16 Jul 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5690692 The complaint Mrs M complains that CA Auto Finance UK Ltd (CA Auto) supplied her with a used van under a hire purchase agreement that was of unsatisfactory quality. What happened Mrs M entered into a hire purchase agreement with CA Auto on 27 August 2024 for the supply of a... (3 pages)View decision -
Decision Reference DRN-5582004
16 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5582004 The complaint Mr G complains Nationwide Building Society (Nationwide) unfairly blocked and closed his account without providing a proper explanation. He’s also unhappy with how Nationwide responded to his data subject access request (DSAR) and the overall service he received... (4 pages)View decision -
Decision Reference DRN-5540832
16 Jul 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5540832 The complaint Mr F complains about a £180 charge to return his motorcycle to MotoNovo Finance Limited (MotoNovo). He would like this fee waived. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I will fo... (2 pages)View decision -
Decision Reference DRN-5523199
16 Jul 2025 Next Retail Limited Not upheldConsumer CreditDRN-5523199 The complaint Mrs S complains that Next Retail Limited trading as Next Online (Next) acted irresponsibly in agreeing to a credit account that wasn’t affordable for her. In bringing her complaint Mrs S is represented by a third party. For ease of reading I will only refer to ... (3 pages)View decision
