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 162078 results
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Decision Reference DRN-5285688
24 Jan 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5285688 The complaint Mr N is unhappy with the service he received from Barclays Bank UK PLC surrounding his ISA. What happened In January 2023, Mr N visited a Barclays branch to arrange for the transfer of an ISA he held with another provider (which I’ll refer to as ‘X’) to Barcla... (4 pages)View decision -
Decision Reference DRN-5285318
24 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5285318 The complaint Mr P complains that Revolut Ltd (Revolut) won’t refund the money he lost to a scam. What happened I issued my provisional decision on this complaint on 20 December 2024. I wanted to give both sides a chance to provide any further evidence and arguments before ... (12 pages)View decision -
Decision Reference DRN-5252229
24 Jan 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5252229 The complaint Mr G complains that NewDay lent irresponsibly when it approved three different credit card applications he made and increased the credit limits. What happened Mr G applied for a Debenhams credit card with NewDay in February 2019. In his application, Mr G said ... (4 pages)View decision -
Decision Reference DRN-5034512
24 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5034512 The complaint Mr P complains that Revolut Ltd won’t refund money he lost to an investment scam. What happened The details of this complaint are well known to both parties, so I won’t repeat it all again here. In summary, Mr P complains that he made the following card paymen... (8 pages)View decision -
Decision Reference DRN-5246526
24 Jan 2025 Metro Bank PLC Not upheldMortgagesDRN-5246526 The complaint Mr M complains that Metro Bank PLC has refused to offer him another interest rate product on his mortgage. What happened In 2022 Mr M took out a mortgage with Metro Bank on a fixed rate due to end on 28 March 2025. In April 2024 Metro Bank called Mr M and aske... (2 pages)View decision -
Decision Reference DRN-5284912
24 Jan 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5284912 The complaint Mr A complains Santander UK Plc (“Santander”) blocked his account and withheld funds of around £10,000 causing him significant financial loss, distress, and inconvenience. Mr A adds that Santander reported adverse information about him to other banks which has ... (5 pages)View decision -
Decision Reference DRN-5080396
24 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5080396 The complaint Ms K complains that Lloyds Bank PLC (Lloyds) is refusing to refund her the amount she lost as the result of a scam. Ms K is being represented by a third party. To keep things simple, I will refer to Ms K throughout my decision. What happened The background of t... (2 pages)View decision -
Decision Reference DRN-5080382
24 Jan 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5080382 The complaint Ms K complains that J.P. Morgan Europe Limited trading as Chase (Chase) is refusing to refund her the amount she lost as the result of a scam. Ms K is being represented by a third party. To keep things simple, I will refer to Ms K throughout my decision. What h... (2 pages)View decision -
Decision Reference DRN-5196970
24 Jan 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5196970 The complaint Mr S complains Nationwide Building Society (“Nationwide”) asked him for information including about his account activity as part of a review. Mr S is also unhappy Nationwide later restricted and closed his accounts. Mr S says Nationwide’s actions have caused hi... (3 pages)View decision -
Decision Reference DRN-5195904
24 Jan 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5195904 The complaint Miss D complains that she has suffered severe emotional distress – as well as concerns about the security of her own personal data - in relation to her receiving personal information relating to another customer in an email sent to her by Moneybarn. Miss D also... (4 pages)View decision
