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 162956 results
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Decision Reference DRN-5630486
17 Jun 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5630486 The complaint Ms B complains that Barclays Bank UK PLC (“Barclays”) notified her of its intention and later closed her account. And by doing so, has failed to reasonably consider her circumstances. Ms B is also unhappy about how long Barclays took to release her account bala... (9 pages)View decision -
Decision Reference DRN-5503874
17 Jun 2025 Experian Limited Not upheldConsumer CreditDRN-5503874 The complaint Mr L complains Experian Limited is reporting incorrect information on his credit file. What happened Mr L became aware a telecommunications company I’ll refer to as T, held an account in his name that he didn’t recognise. The account later defaulted and around ... (3 pages)View decision -
Decision Reference DRN-5169048
17 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5169048 The complaint Mr H complains that Santander UK Plc won’t reimburse him money he lost after being a victim of fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. Mr H received a message from a third... (3 pages)View decision -
Decision Reference DRN-5232013
17 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5232013 The complaint Mrs B complains that National Westminster Bank Public Limited Company (NatWest) won’t reimburse the money she lost as a result of a scam. What happened Mrs B’s representatives have told us she previously approached an investment consultant and invested £200,00... (4 pages)View decision -
Decision Reference DRN-5610525
17 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5610525 The complaint Mrs S complains that Revolut Ltd has unfairly declined to refund two transactions made from her account after she was the victim of a scam. What happened On 4 February 2024, Mrs S opened an account with an online marketplace. She says immediately after, she rec... (3 pages)View decision -
Decision Reference DRN-5602876
17 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5602876 The complaint Mr L complains that Santander UK Plc failed to offer him support when he made several cash withdrawals from the same ATM at a casino. What happened In November 2023 Mr L took out a credit card with Santander. In or around August 2024 Mr L began to make cash wit... (2 pages)View decision -
Decision Reference DRN-5630064
17 Jun 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5630064 The complaint Mr H complains that Santander UK Plc will not refund a payment he made using his credit card, even though he did not receive the services he had paid for. What happened Mr H booked a rental car from 28 August to 27 September 2023. He paid €656.70 (equivalent to... (4 pages)View decision -
Decision Reference DRN-5630256
17 Jun 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5630256 The complaint Ms C complains that Vanquis Bank Limited irresponsibly lent to her. Ms C is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Ms C herself. What happen... (4 pages)View decision -
Decision Reference DRN-5563430
17 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5563430 The complaint Mr B complains NewDay Ltd trading as Aqua (NewDay) failed to carry out appropriate financial checks before it approved a credit card facility and several subsequent credit limit increases. What happened Mr B says he was approved for a credit card account by New... (5 pages)View decision -
Decision Reference DRN-5589100
17 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5589100 The complaint Ms P complains about the service she received from NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY when she wanted to make a cash withdrawal in branch. What happened Ms P went to a branch of NatWest and asked to withdraw the remaining balance in her account. ... (3 pages)View decision
