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-5372059
13 Nov 2025 Cater Allen Limited Not upheldBanking and PaymentsDRN-5372059 The complaint K – a limited company – complains that Cater Allen Limited, trading as Cater Allen Private Bank (‘Cater Allen’) hasn’t refunded payments it says it made as part of an investment scam. K brought its complaint to this service with the help of a professional repr... (2 pages)View decision -
Decision Reference DRN-5720066
13 Nov 2025 The Royal Bank of Scotland Plc Not upheldConsumer CreditDRN-5720066 The complaint Mr O complains that The Royal Bank of Scotland Plc (‘RBS’) didn’t approve him for a personal loan and handled his subsequent complaint poorly. What happened On 13 May 2025, Mr O sought a loan for £10,000 from RBS. Mr O was unhappy that despite explaining his fi... (2 pages)View decision -
Decision Reference DRN-5928251
13 Nov 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5928251 The complaint Mr U complains about the quality of a new car he acquired through a Personal Contract Plan (‘PCP’) with Mercedes-Benz Financial Services UK Limited (‘MBFS’). Mr U says that the battery has a fire risk, and this means the car isn’t of satisfactory quality. What... (4 pages)View decision -
Decision Reference DRN-5758429
13 Nov 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5758429 The complaint Mrs M complains that The Royal Bank of Scotland Plc (“RBS”) acted irresponsibly when it failed to monitor her overdraft usage over a number of years. What happened Mrs M has held a current account with RBS since October 2004, initially as a student. The last o... (4 pages)View decision -
Decision Reference DRN-5681813
13 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5681813 The complaint Mr M says Nationwide Building Society (“Nationwide”) refuses to refund him for transactions on his account he says it should’ve blocked. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In short, M... (3 pages)View decision -
Decision Reference DRN-5773908
13 Nov 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5773908 The complaint Mr B complains that Capital One (Europe) plc irresponsibly lent to him. What happened Mr B was approved for a Capital One credit card in February 2021 with a £750 credit limit. Mr B says that Capital One irresponsibly lent to him. Mr B made a complaint to Capit... (2 pages)View decision -
Decision Reference DRN-5946413
13 Nov 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5946413 The complaint Mr and Mrs K are unhappy Nationwide Building Society (“Nationwide”) won’t refund the money they lost to an investment scam. What happened I issued a provisional decision in October 2025 to explain why I thought Mr and Mrs K’s complaint should be upheld. And I s... (6 pages)View decision -
Decision Reference DRN-5931540
13 Nov 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5931540 The complaint C, a limited company, complains that Starling Bank Limited have declined to refund them funds they say they lost as a result of a scam. They’d like the funds returned to them, C is represented by Mr L, a director. What happened The background to this complain... (3 pages)View decision -
Decision Reference DRN-5947752
13 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5947752 The complaint Mr T is unhappy that Revolut Ltd won’t refund payments he says he sent to a scam. What happened In 2023 Mr T heard about a cryptocurrency investment opportunity when he was added to a group chat on an instant messaging app. It promised a guaranteed return of 2.... (4 pages)View decision -
Decision Reference DRN-5805640
13 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5805640 The complaint Mr C complains that National Westminster Bank plc (‘NatWest’) sent him multiple misleading letters about his credit card account closure. Mr C is concerned that NatWest aren’t keeping proper records and aren’t being transparent with him. Mr C is unhappy with the... (3 pages)View decision