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 4096 results
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Decision Reference DRN-3920585
22 Mar 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-3920585 The complaint Mr I complains that his bank Monzo Bank Ltd (“Monzo”) has refused to refund the money he has lost following him falling victim to a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In sum... (4 pages)View decision -
Decision Reference DRN-5979522
27 Nov 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5979522 The complaint Mr N complains that Nationwide Building Society (‘Nationwide’) won’t refund money he lost as a result of a scam. What happened In and around January/February 2024, Mr N was looking for a part time job in order to earn some passive income. Mr N said he received... (8 pages)View decision -
Decision Reference DRN-3766677
26 Jan 2023 FACET INVESTMENT MANAGEMENT LTD Not upheldPensions and AnnuitiesDRN-3766677 The complaint Mr E complains that FACET INVESTMENT MANAGEMENT LTD (FACET), in its role as his discretionary fund manager (DFM), invested the funds within his personal pension inappropriately. In this complaint Mr E is represented by a professional third-party, but for clarity I... (4 pages)View decision -
Decision Reference DRN-2728371
31 Mar 2021 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-2728371 The complaint L, a limited company, complains that Barclays Bank UK PLC blocked and closed its account. It asks that Barclays provides a proper explanation for its actions and pays compensation. L is represented by its director Mr H. What happened In September 2019 Barclays blo... (3 pages)View decision -
Decision Reference DRN-3687293
18 Jan 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3687293 The complaint B, a limited company, complains that Barclays Bank UK Plc has refused to refund it for transactions it says it didn’t authorise. B is represented in this complaint by Mr J, it’s director. What happened B had an account with a supplier, which I’ll call T. B regular... (3 pages)View decision -
Decision Reference DRN-4197131
19 Jun 2023 N26 Bank GmbH Not upheldBanking and PaymentsDRN-4197131 The complaint Mr K complains that N26 Bank GmbH (“N26”) wrongly registered a CIFAS marker against his name. CIFAS is the UK’s fraud alert service. What happened N26 is an online and mobile bank which operated in the UK between 2013 and 2020. In December 2018 N26 opened an accou... (2 pages)View decision -
Decision Reference DRN-4767261
29 Apr 2024 Admiral Insurance (Gibraltar) Limited UpheldInsuranceDRN-4767261 The complaint Miss M complains that Admiral Insurance (Gibraltar) Limited (“Admiral”) has unfairly handled a claim made under her motor insurance policy, saying it returned her car to her with unresolved scratches. What happened The background of this complaint is well known be... (4 pages)View decision -
Decision Reference DRN-5378481
11 Jul 2025 CB Payments Ltd Not upheldBanking and PaymentsDRN-5378481 The complaint Mr H complains that CB Payments Ltd (CB) won’t refund money he lost as a result of a scam. What happened Commencing around December 2022, Mr H fell victim to an investment scam from a company that I will call ‘Q’. Mr H says Q sold him an investment opportunity ... (3 pages)View decision -
Decision Reference DRN-5684239
30 Sep 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5684239 The complaint Mr S is unhappy with how The Royal Bank of Scotland Plc (RBS) reported his arranged overdraft to the credit reference agencies (CRA). What happened In 2018 Mr S took out his bank account with RBS as a student and continued to use the account after he graduated... (4 pages)View decision -
Decision Reference DRN2465889
12 Jun 2019 Santander Consumer (UK) Plc UpheldBanking and creditMrs S complains a car supplied to her by Santander Consumer (UK) Plc through a conditional sale agreement wasn’t of satisfactory quality. backgroundOn 2 June 2018 Santander supplied Mrs S with a car through a conditional sale agreement. It was four years old, had tra... (6 pages)View decision