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-5301689
16 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5301689 The complaint Mr O complains that Revolut Ltd won’t refund money he lost when he was a victim of a crypto investment scam. Mr O is represented by a firm I’ll refer to as ‘W’. What happened The background to this complaint is well known to both parties and so I’ll only refer ... (4 pages)View decision -
Decision Reference DRN-5886392
16 Oct 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5886392 The complaint Mr F has complained that N.I.I.B. Group Limited trading as Northridge Finance (Northridge) unfairly provided him with credit for a car. What happened In September 2019, Mr F entered into a finance agreement with Northridge for the purchase of a car as shown bel... (3 pages)View decision -
Decision Reference DRN-5301682
16 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5301682 The complaint Mr O complains that HSBC UK Bank Plc, trading as first direct, won’t refund money he lost when he was a victim of a crypto investment scam. Mr O is represented by a firm I’ll refer to as ‘W’. What happened The background to this complaint is well known to both ... (4 pages)View decision -
Decision Reference DRN-5301685
16 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5301685 The complaint Mr O complains that Monzo Bank Ltd won’t refund money he lost when he was a victim of a crypto investment scam. Mr O is represented by a firm I’ll refer to as ‘W’. What happened The background to this complaint is well known to both parties and so I’ll only ref... (6 pages)View decision -
Decision Reference DRN-5803221
16 Oct 2025 AXA PPP Healthcare Limited UpheldInsuranceDRN-5803221 The complaint Miss S is unhappy that AXA PPP Healthcare Limited provided notice to stop covering a claim made on a private health insurance policy on the basis that the condition had become chronic. What happened The details of this complaint are well known to both parties,... (3 pages)View decision -
Decision Reference DRN-5741942
16 Oct 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5741942 The complaint Mr G complains that Capital One (Europe) plc irresponsibly lent to him, and he has been charged interest unfairly on his account. What happened Mr G’s credit limit on his Capital One credit card was increased from £200 to £450 in December 2019. Mr G says this w... (2 pages)View decision -
Decision Reference DRN-5886231
16 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5886231 The complaint Mr L complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) recorded adverse information on his credit file. What happened My provisional decision set out the background to this complaint: “Mr L held a current account with NatWest for a numbe... (3 pages)View decision -
Decision Reference DRN-5879216
16 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5879216 The complaint Mr F complains that Santander UK Plc won’t refund the money he lost to an investment scam. What happened In 2023, Mr F says he decided to take up an investment opportunity after he was contacted by someone from a trading firm which I will refer to as “N”. Betw... (4 pages)View decision -
Decision Reference DRN-5886255
16 Oct 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5886255 The complaint Mrs N on behalf of Mr N complains that Tesco Personal Finance Limited (Tesco) lent to him irresponsibly. What happened Mr N opened a credit card account with Tesco in March 2024 with a credit limit of £10,100. This card had a promotional offer of a 0% interest ... (3 pages)View decision -
Decision Reference DRN-5834135
16 Oct 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5834135 The complaint Mrs M complains that Clydesdale Bank Plc trading as Virgin Money irresponsibly lent to her. What happened Mrs M was approved for a Virgin Money credit card in February 2019, with a £11,900 credit limit. Mrs M says that Virgin Money irresponsibly lent to her, an... (3 pages)View decision