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-5818158
17 Oct 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5818158 The complaint Mr T complains that Nationwide Building Society (‘Nationwide’) hasn’t refunded the money he believes he lost to an authorised push payment (‘APP’) scam. Mr T referred his complaint to this service with the help of a professional representative. However, for ea... (4 pages)View decision -
Decision Reference DRN-5889389
17 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5889389 The complaint Mr N’s complaint is that HSBC UK Bank Plc provided him with an unaffordable credit card. What happened Some of the information relating to this matter is limited, due to the time that’s passed since these events took place. From the evidence available to me I’v... (6 pages)View decision -
Decision Reference DRN-5887809
17 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldMortgagesDRN-5887809 The complaint Miss B complains that NATIONAL WESTMISTER BANK PUBLIC LIMITED COMPANY did not treat her fairly when she looked to take out anew interest rate product and that has caused her financial difficulty. What happened Miss B has mortgage with NatWest in joint names wit... (7 pages)View decision -
Decision Reference DRN-5831128
17 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5831128 The complaint Mr A says Monzo Bank Ltd (“Monzo”) failed to protect him from financial harm after he fell victim to a scam. Mr A appointed a professional representative who brought this complaint on his behalf. However, for ease, I will simply refer to “Mr A” throughout my de... (4 pages)View decision -
Decision Reference DRN-5841694
17 Oct 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5841694 The complaint Mr C is unhappy with how American Express Services Europe Limited (Amex) handled a dispute he raised with it. What happened Mr C raised a dispute on a purchase he had made using his Amex credit card. When checking the dispute, he says he noticed Amex’s system s... (2 pages)View decision -
Decision Reference DRN-5786879
17 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5786879 The complaint With the help of a professional representative (PR), Mr S complains that NewDay Ltd trading as Aqua lent to him irresponsibly. For ease, I’ll refer to the actions of the PR as being those of Mr S. What happened Mr S applied for and received a credit card with N... (4 pages)View decision -
Decision Reference DRN-5775805
17 Oct 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5775805 The complaint Mr R complains Starling Bank Limited failed to make reasonable adjustments and failed to provide him with appropriate support at a time when he was in financial hardship. He complains that these failures, and needing to complain, exacerbated his health conditio... (3 pages)View decision -
Decision Reference DRN-5879963
17 Oct 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5879963 The complaint Ms D complains Lloyds Bank PLC won’t send her statements without changing her address, and won’t close her account. What happened Ms D’s ex-partner works for Lloyds banking group and had previously accessed her records. It appears action was taken by Lloyds a... (4 pages)View decision -
Decision Reference DRN-5487084
17 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5487084 The complaint Mr L is unhappy that Barclays Bank UK PLC (Barclays) won’t refund payments he made because of a cryptocurrency based, investment scam. What happened In 2024, Mr L was a victim of a cryptocurrency based, investment scam which involved 4 payments for £26,310 in ... (3 pages)View decision -
Decision Reference DRN-5888404
17 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5888404 The complaint Mr G complained because Santander UK Plc refused to refund him for transactions which he said he hadn’t authorised. What happened On 20 November 2024, Mr G contacted Santander. He disputed many transactions which had taken place between 5 November and 17 Nove... (3 pages)View decision
