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-5676786
16 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5676786 The complaint Mr M complains that Barclays Bank UK PLC (“Barclays”) hasn’t treated him fairly following an authorised push payment (APP) investment scam he fell victim to in 2021. He states the bank should reimburse the money he lost along with compensatory interest, given h... (5 pages)View decision -
Decision Reference DRN-5488218
16 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5488218 The complaint Miss B complains NewDay trading as Aqua (NewDay) failed to undertake sufficient financial checks before approving two credit card accounts for her in 2019 and 2021. What happened Miss B says NewDay approved a credit card account (card1) for her in July 2019 wit... (4 pages)View decision -
Decision Reference DRN-5692246
16 Jul 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5692246 The complaint Mr P complains TSB Bank plc sent him an incorrect interest certificate. What happened Mr P was sent a certificate of interest showing he’d been paid nothing in interest. This wasn’t correct, Mr P was also sent a closing statement showing he’d been paid just u... (4 pages)View decision -
Decision Reference DRN-5594786
16 Jul 2025 Tandem Motor Finance Limited UpheldConsumer CreditDRN-5594786 The complaint Mr D complains about the quality of a used car he acquired through a hire purchase agreement with Tandem Motor Finance Limited (‘Tandem’). Mr D says that he experienced problems with the car which later turned out to be a latent fault. The car had also been inv... (4 pages)View decision -
Decision Reference DRN-5695471
16 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5695471 The complaint Mrs C complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) won’t refund the money she says she lost to a scam. What happened Mrs C engaged the services of a roofer to fix a leak in her roof. She found this roofer, who I will call ‘M’ – on ... (3 pages)View decision -
Decision Reference DRN-5500608
16 Jul 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5500608 The complaint Mr A complains about Nationwide Building Society (NBS), specifically their unclear Terms and Conditions after he switched his bank account to them. What happened In November 2024, Mr A applied for a bank account with NBS requesting they switched his account fro... (3 pages)View decision -
Decision Reference DRN-5209423
16 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5209423 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-5682583
16 Jul 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5682583 The complaint Mr A complains that a used van supplied to him under a hire purchase agreement by CA Auto Finance UK Ltd (CA Auto) is of unsatisfactory quality. What happened On 17 April 2024, Mr A entered into a hire purchase agreement for the supply of a used van with CA Au... (6 pages)View decision -
Decision Reference DRN-5558805
16 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5558805 The complaint Mr S complains Monzo Bank Ltd failed to send a payment between his accounts on time. He says he has lost out as a result. What happened A summary of what happened is below. Mr S had been planning to buy a car in June 2024 and says he went into his app on 20 Jun... (2 pages)View decision -
Decision Reference DRN-5193714
16 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5193714 The complaint Mr E complains Revolut Ltd won’t reimburse over £46,000 that he lost when he fell victim to a cryptocurrency investment 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 ... (4 pages)View decision
