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 157985 results
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Decision Reference DRN-4895619
11 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4895619 The complaint Mr A complains that Barclays Bank UK PLC (“Barclays”) hasn’t protected him from losing money he paid to one of Barclays’ customers as a result of fraud. What happened The background to this complaint is well known to both parties, so I won’t repeat everything ... (2 pages)View decision -
Decision Reference DRN-4784251
11 Mar 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4784251 Complaint Mr and Mrs R are unhappy that Bank of Scotland plc trading as Halifax (‘Halifax’) didn’t reimburse them after they reported falling victim to an investment scam. Background The background to this case is well known to the parties, so I don’t intend to set it out in... (3 pages)View decision -
Decision Reference DRN-5388010
11 Mar 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5388010 The complaint Mrs G complains that Santander UK Plc hasn’t protected her from losing money to an investment scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mrs G has explained that in J... (5 pages)View decision -
Decision Reference DRN-5350338
11 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5350338 The complaint Mr V complains that Nationwide Building Society declined his claim under section 75 of the Consumer Credit Act 1974 and under the Visa chargeback scheme. What happened In May 2021 the High Court gave judgment against Mr V for nearly £30,000. By April 2024 the a... (2 pages)View decision -
Decision Reference DRN-5386843
11 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5386843 Complaint Mr B has complained about the overdraft charges Santander UK Plc (“Santander”) applied to his current account. He’s said the charges were applied unfairly as he was allowed to use his overdraft for a prolonged period and even when it was clear that he was strugglin... (6 pages)View decision -
Decision Reference DRN-5374242
11 Mar 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5374242 The complaint Mr S complains that CA AUTO FINANCE UK LTD was irresponsible in its lending to him. What happened Mr S acquired a car through a Personal Contract Purchase Agreement with CA Auto Finance in August 2023. The agreement term was 36 months and Mr S was required to r... (5 pages)View decision -
Decision Reference DRN-5252921
11 Mar 2025 ALGBRA GROUP LIMITED Not upheldBanking and PaymentsDRN-5252921 The complaint Mr A complains that Algbra Group Limited unfairly closed his account and returned the funds in it to source. What happened Around April last year, Algbra notifed Mr A that it would be closing his account. Algbra also returned around £3,400 from the account to s... (4 pages)View decision -
Decision Reference DRN-5339688
11 Mar 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5339688 The complaint Mr H, who is represented by a third party, complains that National Westminster Bank Plc (‘NatWest’) acted irresponsibly when it agreed to provide him with an overdraft facility. He says the overdraft became unaffordable and has asked for interest and charges in... (4 pages)View decision -
Decision Reference DRN-5323997
11 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5323997 The complaint Miss R is being represented by solicitors. She’s complaining about Monzo Bank Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Miss R fell victim to a cruel job scam in 2023. At a time when she was looking for work, sh... (8 pages)View decision -
Decision Reference DRN-5208636
11 Mar 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5208636 The complaint Mr B complains that Kroo Bank Ltd (‘Kroo’) unfairly restricted his account and held onto funds. What happened Mr B opened a personal account with Kroo in March 2024. Mr B says he used his account for everyday spending and trading in cryptocurrencies. In May 2... (3 pages)View decision
