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-5568048
6 Nov 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5568048 The complaint Ms M complains that Kroo Bank Ltd has unfairly declined to refund a transaction she made from her account after she was the victim of a scam. What happened On 5 September 2024, Ms M was the victim of a sophisticated scam, whereby she was called by three separat... (4 pages)View decision -
Decision Reference DRN-5849186
6 Nov 2025 eBay Commerce UK Ltd Not upheldBanking and PaymentsDRN-5849186 The complaint Ms T complains eBay Commerce UK Ltd (Commerce) unfairly decided a money back guarantee case against her and then pursued her for the debt. Ms T is represented in her complaint, but I’ll only write about Ms T, even if she wasn’t the one sending submissions or r... (3 pages)View decision -
Decision Reference DRN-5500785
6 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5500785 The complaint Mr H complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) hasn’t refunded the money he lost after falling victim to an authorised push payment (‘APP’) romance scam. Mr H referred his complaint to this service with the help of a professio... (5 pages)View decision -
Decision Reference DRN-5931368
6 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5931368 The complaint Mr W complains that NewDay Ltd irresponsibly lent to him. What happened Mr W was approved for a NewDay branded credit card in March 2019 (which I will refer to as A in this decision), with a £900 credit limit. I have detailed the credit limit increases for A be... (6 pages)View decision -
Decision Reference DRN-5864748
6 Nov 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5864748 The complaint Mrs L complains that Nationwide Building Society won’t reimburse funds lost from her account to fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. After attending a theatre show with... (5 pages)View decision -
Decision Reference DRN-5776169
6 Nov 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5776169 The complaint Mrs O complains that HSBC UK Bank Plc (‘HSBC’) won’t reimburse the funds she lost when she says she fell victim to a scam. What happened Mrs O says that in April 2021 she wanted to invest in property and saw a listing on a well- known site in respect of a holi... (4 pages)View decision -
Decision Reference DRN-5907925
6 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5907925 The complaint Miss A complains that Barclays Bank UK PLC trading as Barclaycard approved a credit card for her and a subsequent credit limit increase, none of which she could afford. What happened Miss A has received a decision from the Financial Ombudsman Service about a cr... (3 pages)View decision -
Decision Reference DRN-5726696
6 Nov 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5726696 The complaint Miss G complains that Capital One (Europe) Plc (CapitalOne) acted irresponsibly by lending to her. What happened Around October 2021 Miss G applied for a revolving credit facility (credit card) with Capital One. Her application was successful and Capital One is... (4 pages)View decision -
Decision Reference DRN-5914066
6 Nov 2025 Saga Services Limited Not upheldInsuranceDRN-5914066 The complaint Mr S and Ms T have complained that Saga Services Limited failed to auto-renew their property insurance – meaning they were uninsured when they tried to make a claim. What happened Mr S and Ms T bought their property insurance through Saga. The policy was set t... (2 pages)View decision -
Decision Reference DRN-5931412
6 Nov 2025 FirstRand Bank Limited Not upheldConsumer CreditDRN-5931412 The complaint Mr J is complaining that FirstRand Bank Limited trading as Motonovo Finance (MotoNovo) acted irresponsibly in lending to him under a personal contract purchase (PCP) agreement. Mr J’s complaint has been dealt with by a representative but for ease, I’ve written ... (4 pages)View decision