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 3981 results
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Decision Reference DRN4135983
1 Feb 2019 American Express Services Europe Limited Not upheldBanking and creditMr R’s unhappy about the way American Express Services Europe Limited has dealt with him.backgroundMr R says he’s a signatory on an account with another bank in which he can deposit and from which withdraw money. He says he regularly uses this other account to pay off... (2 pages)View decision -
Decision Reference DRN7671291
15 Jan 2020 Bank of Scotland Plc Not upheldBanking and creditMr P complains that Bank of Scotland plc did not refund him the money he paid towards his brother’s drugs rehabilitation course.backgroundIn April 2018 Mr P paid for his brother to go on a 28-day residential drug rehabilitation course. He paid a deposit of £1,500 (I don’t know by what paym... (3 pages)View decision -
Decision Reference DRN4154800
15 Aug 2017 Santander UK Plc Not upheldBanking and creditMr M complains on behalf of the estate of the late Mrs M that Santander UK Plc disclosed personal information to an unauthorised person. He doesn’t feel that Santander followed its own bereavement processes. He wants a full explanation.backgroundMr M tells us that he is... (3 pages)View decision -
Decision Reference DRN-5061724
28 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5061724 The complaint Mrs C complains about the actions of Revolut Ltd when she lost money to a scam. Mrs C is being represented by a claims management company but, for ease, I’ll only refer to Mrs C. What happened The detailed background to this complaint is well known to both pa... (4 pages)View decision -
Decision Reference DRN-3044899
25 Apr 2022 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-3044899 The complaint Mrs S complains about how Lloyds Bank Plc processed a foreign cheque that she paid into her account. What happened In July 2020, Mrs S received a cheque for over 86000 Euros following the disposal of her late father’s estate. She contacted Lloyds, who she holds a... (6 pages)View decision -
Decision Reference DRN-5208444
20 Jun 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5208444 The complaint Mr B has complained about a hire-purchase agreement which BMW Financial Services (GB) Limited, trading as BMW Financial Services (“BMW”) provided to him. Mr B says he couldn’t afford to repay the agreement, and BMW would’ve known this if it had carried out a su... (12 pages)View decision -
Decision Reference DRN-1555961
3 Dec 2020 Marq Millions Limited Not upheldBanking and PaymentsDRN-1555961 The complaint Mr S has complained that Marq Millions Limited, trading as Arro Money (“Arro”), shouldn’t have unblocked his bank account, after it blocked it because of his spending on gambling websites. Mr S is represented in this complaint by his father. What happened Mr S set... (4 pages)View decision -
Decision Reference DRN2822252
14 Nov 2019 Santander UK Plc Not upheldBanking and creditComplaintMr M complains that Santander UK plc closed his account without notice following a transaction on his account which it suspected to be fraudulent.Background Mr M sold a car to someone who I’ll refer to as Mr A. Mr A paid him a deposit of £200 and, a couple of weeks later, the bala... (3 pages)View decision -
Decision Reference DRN-2835308
27 May 2021 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-2835308 The complaint Mr E complains that Barclays Bank UK Plc loaded him to the National Fraud Database and closed his bank account. He’d like the loading removed, his account reopened and compensation for the impact. What happened On 13 March 2018 Barclays received notification from ... (5 pages)View decision -
Decision Reference DRN-4801854
21 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4801854 The complaint Miss B complains that Monzo Bank Ltd (“Monzo”) won’t refund the money she lost as a result of a job scam. She’s being supported by a representative. To keep things simple, I’ll refer to Miss B throughout this decision. What happened The background to this complain... (6 pages)View decision
