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 380824 results
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Decision Reference DRN-5435382
4 Jul 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5435382 The complaint Mr A complains that Liverpool Victoria Insurance Company Limited trading as LV= (“LV”) is responsible for poor quality repairs under a claim on his motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a car,... (4 pages)View decision -
Decision Reference DRN-5584802
4 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5584802 The complaint Mr E complains that Barclays Bank UK PLC, trading as Barclaycard, reduced his credit card limit. What happened Mr E holds a credit card with Barclaycard; in January 2025, it took the decision to reduce the credit limit from £13,000 to £4,400. Mr E complained. ... (3 pages)View decision -
Decision Reference DRN-5663982
4 Jul 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5663982 The complaint Mr and Mrs A complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by firstly deciding against paying claims under Section 75 of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) for (1) misrepresentation an... (27 pages)View decision -
Decision Reference DRN-5666900
4 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5666900 The complaint Mr G and Miss L say that Monzo Bank Ltd didn’t do enough to protect Miss L when she became the victim of a scam and would like Monzo to refund the money that she lost. What happened Mr G and Miss L hold a joint account with Monzo, so have brought this complain... (6 pages)View decision -
Decision Reference DRN-5655997
4 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5655997 The complaint Mr A has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) mis-sold him a fee-paying Advantage Gold account in 2011. Mr A says that he was speaking to someone in branch about overdraft and credit options, as he had a bad credit rating... (3 pages)View decision -
Decision Reference DRN-5173254
4 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5173254 The complaint Mr F complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr F is being represented by a third party. To keep things simple, I will refer to Mr F throughout my decision. What happened The background of this ... (3 pages)View decision -
Decision Reference DRN-5276303
4 Jul 2025 PayPal (Europe) S.à r.l et Cie, S.C.A. UpheldBanking and PaymentsDRN-5276303 The complaint Ms C has complained about a revolving credit account she took out with PayPal (Europe) S.Ã r.l et Cie, S.C.A. in 2022. She’s said the lending was unaffordable and irresponsible. What happened Ms C took out this credit account in April 2022. The credit limit was... (4 pages)View decision -
Decision Reference DRN-5331911
4 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5331911 The complaint Miss M complains that Monzo Bank Ltd has declined to reimburse payments she says she didn’t make or allow anyone else to make. What happened Miss M is disputing several payments totalling almost £4,500 made in June 2024 using her Apple Pay to a cryptocurrency p... (2 pages)View decision -
Decision Reference DRN-5365418
4 Jul 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5365418 The complaint Miss B complains that Nationwide Building Society hasn’t reimbursed her following an authorised push payment (‘APP’) investment scam she fell victim to. In bringing her complaint, Miss B has used the services of a professional representative. Within this decis... (7 pages)View decision -
Decision Reference DRN-5173236
4 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5173236 The complaint Mr F complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) is refusing to refund him the amount he lost as the result of a scam. Mr F is being represented by a third party. To keep things simple, I will refer to Mr F throughout my decision. ... (3 pages)View decision
