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-5779493
14 Nov 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5779493 The complaint Miss A complains that Marks & Spencer Financial Services Plc (M&S) irresponsibly lent to her. What happened Miss A was approved for an M&S credit card in June 2023, with a £4,500 credit limit. Miss A says that M&S irresponsibly lent to her, due ... (2 pages)View decision -
Decision Reference DRN-5938592
14 Nov 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5938592 The complaint Mr P has complained about Advantage Insurance Company Limited. He isn’t happy about the way it dealt with the cancellation of his motor insurance policy. Any reference to Advantage includes any agents that it is responsible for unless specified. What happened I... (2 pages)View decision -
Decision Reference DRN-5732884
14 Nov 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5732884 The complaint X complains that MBNA Limited hasn’t accepted a promissory note he sent to it as means to clear the balance on his credit card account. What happened C took out a credit card account with MBNA in March 2023. He was provided with a credit limit of £6,600. He us... (3 pages)View decision -
Decision Reference DRN-5151693
14 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5151693 The complaint Mr M complains that Lloyds Bank PLC (‘Lloyds’), won’t refund the money he lost when he says he fell victim to an ‘Authorised Push Payment’ (‘APP’) investment scam. Mr M brings his complaint with the assistance of professional representation. For ease of readin... (4 pages)View decision -
Decision Reference DRN-5462750
14 Nov 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5462750 The complaint Mrs L complains that Nationwide Building Society has not reimbursed all of the funds she lost to a scammer. What happened Mrs L fell victim to two separate scams shortly after losing her husband, when she was vulnerable. She was contacted by someone claiming to... (3 pages)View decision -
Decision Reference DRN-5821472
14 Nov 2025 Funding Circle Ltd Not upheldInvestmentsDRN-5821472 The complaint The estate of Mr D has complained that Funding Circle Ltd (‘Funding Circle’) allowed an unauthorised third party to open two accounts in Mr D’s name. The executor wants the estate’s money to be refunded in full with reasonable interest. The estate is represent... (4 pages)View decision -
Decision Reference DRN-5937904
14 Nov 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5937904 The complaint Miss B complains that Wise Payments Limited (‘Wise’) won’t reimburse her for a payment she made to a scam. Miss B has been represented by her husband but for ease I will refer only to Miss B in this decision. What happened I issued a provisional decision on th... (4 pages)View decision -
Decision Reference DRN-5907725
14 Nov 2025 ClearBank Limited Not upheldBanking and PaymentsDRN-5907725 The complaint Mrs M complains about the way in which ClearBank Limited handled her chargeback claim. What happened On 10 January 2025 Mrs M made a payment of £500 to a merchant for a street market membership using her ClearBank debit card. Mrs M was then advised that the loc... (3 pages)View decision -
Decision Reference DRN-5950936
14 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5950936 The complaint Mr R complains Barclays Bank UK Plc trading as Barclaycard unfairly defaulted his account. Mr R is also concerned Barclaycard retrospectively and inconsistently altered his credit history. What happened I issued a provisional decision setting out what’d happene... (5 pages)View decision -
Decision Reference DRN-5608358
14 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5608358 The complaint Ms M complains that Revolut Ltd won’t refund a payment she didn’t make or otherwise authorise. What happened Ms M was selling items on an e-commerce platform when she received a message that someone wanted to buy an item. She clicked the link contained in the ... (4 pages)View decision