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 185689 results
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Decision Reference DRN-6256234
15 Apr 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6256234 The complaint Mr M is unhappy that National Westminster Bank Public Limited Company won’t refund payments he made because of an impersonation scam. What happened On 13 December 2025, Mr M received a phone call from who he thought was a representative from the Financial Cond... (3 pages)View decision -
Decision Reference DRN-6063938
15 Apr 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6063938 The complaint Mr D complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) didn’t support him appropriately when he got into financial difficulty relating to his overdraft. What happened Mr D contacted NatWest in July 2025 regarding some financial difficul... (3 pages)View decision -
Decision Reference DRN-6158573
15 Apr 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6158573 The complaint Mrs S complains that Nationwide Building Society (“Nationwide”) declined her credit card application. What happened Mrs S made an application for a credit card account with Nationwide, but it was declined at the ‘soft search’ stage. Mrs S explained that she ma... (3 pages)View decision -
Decision Reference DRN-6091973
15 Apr 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6091973 The complaint Mr P has complained about the way HSBC UK Bank Plc responded to a claim he’d made under section 75 of the Consumer Credit Act 1974 (“the CCA”). What happened The circumstances of the complaint are well known to the parties so I won’t go over everything again in... (3 pages)View decision -
Decision Reference DRN-6290854
15 Apr 2026 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-6290854 The complaint Mrs U complains that Santander Consumer (UK) Plc trading as Santander Consumer Finance (‘Santander’) misrepresented a finance agreement to her. What happened In February 2025 Mrs U entered into a conditional sale agreement with Santander to fund a used car. She... (2 pages)View decision -
Decision Reference DRN-6189966
15 Apr 2026 Metro Bank PLC Not upheldBanking and PaymentsDRN-6189966 The complaint Mr P complains about the service he received in branch from Metro Bank Plc. What happened Mr P visited a branch of Metro Bank to complete the closure of his account. He says he was in branch for an hour, and whilst there experienced poor customer service. He s... (2 pages)View decision -
Decision Reference DRN-6270887
15 Apr 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6270887 The complaint and background Mr E complains that Nationwide Building Society (“Nationwide”) won’t reimburse the remainder of his losses after he fell victim to a romance scam. It has provided a partial reimbursement. Our investigator didn’t uphold the complaint. While she no... (2 pages)View decision -
Decision Reference DRN-6118426
15 Apr 2026 ONMO Limited Not upheldBanking and PaymentsDRN-6118426 The complaint Onmo Limited provided Miss M with a credit card in 2025. It had a credit limit of £2,000 Miss M says the credit was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The facts... (2 pages)View decision -
Decision Reference DRN-6040569
15 Apr 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6040569 The complaint Mr R complains that HSBC UK Bank Plc (‘HSBC’) won’t reimburse him money he says he lost to a scam. Mr R brings his complaint with the assistance of family members. For ease of reading within this final decision, I will refer solely to Mr R, even when the submi... (5 pages)View decision -
Decision Reference DRN-6158309
15 Apr 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6158309 The complaint Mr O complains that Revolut Ltd unfairly loaded a marker about him at Cifas, the national fraud database and closed his account. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. Mr O ... (5 pages)View decision