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 393318 results
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Decision Reference DRN-5913559
30 Oct 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5913559 The complaint Ms F is unhappy Nationwide Building Society (“Nationwide”) won’t refund her all of the money she lost to an investment scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of... (4 pages)View decision -
Decision Reference DRN-5896874
30 Oct 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5896874 The complaint Mr I complains that Kroo Bank Ltd decided not to refund him the money he lost through a scam. Mr I has brought his complaint to us via a representative, but I will refer to him throughout for simplicity. What happened Mr I said he was told about an investment... (5 pages)View decision -
Decision Reference DRN-5862512
30 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5862512 The complaint Mrs A complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) should pay more compensation after it declined payments she wanted to make. What happened In April 2025, NatWest declined two payments when Mrs A tried to use her debit card whil... (3 pages)View decision -
Decision Reference DRN-5742728
30 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5742728 The complaint Mr O complains that Lloyds Bank PLC won’t refund the money he lost when he was the victim of a scam. What happened Mr O was the victim of a job task scam after seeing an advert for part-time work online. He was told that he could earn commission from posting r... (2 pages)View decision -
Decision Reference DRN-5892259
30 Oct 2025 Intrum Mortgages UK Finance Limited Not upheldMortgagesDRN-5892259 The complaint Mr and Mrs W’s complaint relates to a second charge secured loan they have with Intrum Mortgages UK Finance Limited trading as Intrum Mortgages. They believe that the decision to lend to them was irresponsible as the loan was not affordable. What happened Mr an... (3 pages)View decision -
Decision Reference DRN-5382314
30 Oct 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5382314 The complaint Mr G complains Santander UK Plc unfairly closed his account and sent the account balance via cheque, which he is unable to cash. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. I must... (4 pages)View decision -
Decision Reference DRN-5517144
30 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5517144 The complaint Mrs J complains that Monzo Bank Ltd won’t refund her the money she lost after she fell victim to an investment scam. Mrs J brings her complaint with the assistance of a professional representative, but for ease of reading I will refer to Mrs J throughout this ... (3 pages)View decision -
Decision Reference DRN-5900898
30 Oct 2025 Madison CF UK Limited UpheldConsumer CreditDRN-5900898 The complaint Mr I complains that Madison CF UK Limited trading as 118 118 Money (Madison) registered a default against his personal loan and sold his account to a third party. What happened In July 2024, Mr I successfully applied for a personal loan with Madison. The loan w... (3 pages)View decision -
Decision Reference DRN-5771578
30 Oct 2025 North Edinburgh and Castle Credit Union Limited Not upheldConsumer CreditDRN-5771578 The complaint Mr W complains North Edinburgh and Castle Credit Union Limited trading as Castle Community Bank (CCB) acted irresponsibly by failing to carry out sufficient checks before approving him for credit. What happened In December 2023, Mr W took out a fixed sum loan w... (4 pages)View decision -
Decision Reference DRN-5506182
30 Oct 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5506182 The complaint Mr J has complained that HSBC UK Bank Plc won’t refund the money he lost after falling victim to a scam. What happened Mr J came across an advert online about an investment opportunity. He registered his interest and paid an initial deposit by card of £198.19.... (5 pages)View decision