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 392389 results
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Decision Reference DRN-5834111
14 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5834111 The complaint Miss F complains Nationwide Building Society (“Nationwide”) closed her account without considering she had retracted her disputed payment claim. Miss F says Nationwide’s actions have caused her distress, inconvenience, and financial loss as she lost the opportu... (2 pages)View decision -
Decision Reference DRN-5868017
14 Nov 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5868017 The complaint Mr M is unhappy with how American Express Services Europe Limited (AMEX) dealt with his chargeback claim. What happened The parties are familiar with the background of this complaint, so I will summarise it here, which reflects my informal remit. Mr M bought an... (4 pages)View decision -
Decision Reference DRN-5951682
14 Nov 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5951682 The complaint Mr O is unhappy that Kroo Bank Ltd won’t refund payments he made as part of a scam. He brings the complaint through professional representatives, but for simplicity I’ve referred to the actions of Mr O throughout the decision. What happened In November 2023 Mr ... (7 pages)View decision -
Decision Reference DRN-5876829
14 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5876829 The complaint Mr M and Mr C, on behalf C and C (‘C’) – a business, complain that Lloyds Bank PLC (‘Lloyds’), hasn’t reimbursed the money it believes it lost to an authorised push payment (‘APP’) scam. What happened The details of this case are well-known to both parties, so... (4 pages)View decision -
Decision Reference DRN-5536168
14 Nov 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5536168 The complaint Mr K complains that Nationwide Building Society (‘Nationwide’) won’t reimburse the funds he lost when he fell victim to what he now believes to have been an investment scam. What happened In August 2021, Mr K says he learned of an investment opportunity (I’ll ... (7 pages)View decision -
Decision Reference DRN-5939195
14 Nov 2025 Sainsbury's Bank Plc Not upheldInsuranceDRN-5939195 The complaint Mr P complains that Sainsbury’s Bank PLC incorrectly recorded a claim on his motor insurance policy. Mr P believes that because of this error insurers have charged higher premiums to insure him. What happened Sainsbury’s sold Mr P a motor insurance policy which... (3 pages)View decision -
Decision Reference DRN-5951788
14 Nov 2025 Creation Financial Services Limited UpheldBanking and PaymentsDRN-5951788 The complaint Mr S complains about Creation Financial Services Limited closing his account in respect of persistent debt. What happened I won’t repeat the background in detail as it is familiar to all parties. This reflects my informal remit. Mr S had a credit card account w... (3 pages)View decision -
Decision Reference DRN-5899790
14 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5899790 The complaint Mr H complains that Santander UK Plc (“Santander”) has failed to help resolve a dispute he has about goods he ordered from a supplier that wasn’t as advertised. What happened In September 2024, Mr H ordered a multi-fuel stove from a supplier I’ll call ‘P’. He p... (4 pages)View decision -
Decision Reference DRN-5822352
14 Nov 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5822352 The complaint Ms W complains about the outcome of a claim she made under section 75 of the Consumer Credit Act 1974 to NewDay Ltd trading as Debenhams Mastercard (“NewDay”). What happened In February 2020, Ms W entered a contract with a company I’ll call ‘C’ for spray foam i... (4 pages)View decision -
Decision Reference DRN-5899648
14 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5899648 The complaint Mr G complains Barclays Bank UK PLC (the “Lender”) has failed to honour a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”). Mr G is represented in his complaint by a professional representative (“PR”). What happened This complaint relates to... (4 pages)View decision