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-5456216
18 Sep 2025 Stripe Payments UK Limited Not upheldBanking and PaymentsDRN-5456216 The complaint G, a limited company, complains that Stripe Payments UK Limited unfairly blocked a payment and then suspended its account. G also complains that Stripe failed to return some of the funds that remained in its account. G is represented by its director, who I’ll r... (2 pages)View decision -
Decision Reference DRN-5690229
18 Sep 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5690229 The complaint Mr B complains that American Express Services Europe Limited (Amex) has treated him unfairly in relation to its obligations with regard to a payment he made using his credit card. What happened On 6 November 2024, Mr B paid £2,453.99 using his Amex credit card ... (4 pages)View decision -
Decision Reference DRN-5795186
18 Sep 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5795186 The complaint Mr P complains about the service he received from Nationwide Building Society (“Nationwide”) when he made an international payment. Mr P says the payment was returned due to an error on Nationwide’s part and that Nationwide failed to inform him that the payment... (3 pages)View decision -
Decision Reference DRN-5803267
18 Sep 2025 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-5803267 The complaint Miss G complains that Link Financial Outsourcing Limited (Link) hasn’t acted fairly when dealing with her account. What happened Miss G had a catalogue shopping account with a company I’ll refer to as J. Miss G’s account fell into arrears and J sold the account... (2 pages)View decision -
Decision Reference DRN-5393767
18 Sep 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5393767 The complaint Mr B complains that Nationwide Building Society (‘Nationwide’) hasn’t reimbursed the losses suffered as a result of a scam. He’s represented in this complaint. To keep things simple, I’ll refer to Mr B throughout this decision. What happened The background is k... (5 pages)View decision -
Decision Reference DRN-5754445
18 Sep 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5754445 The complaint Ms M has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which she paid for with credit it provided. What happened In July 2023, Ms M entered into a fixed sum loan agreement with HFL... (7 pages)View decision -
Decision Reference DRN-5825165
18 Sep 2025 PRA Group (UK) Limited UpheldConsumer CreditDRN-5825165 The complaint Mr S complains PRA Group (UK) Limited trading as PRA Group: • Are reporting information to his credit file he doesn’t think they should be • Were rude to him in the phone call on 15 August 2023 • Are harassing him by letter, calls and text • Didn’t send him pap... (8 pages)View decision -
Decision Reference DRN-5040158
18 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5040158 The complaint Mr T complains that Revolut Ltd will not refund money he said was lost to a scam. Mr T is represented by a firm, for ease, I have only referred to Mr T in this decision. What happened The background to this complaint is well known to both parties so I won’t rep... (5 pages)View decision -
Decision Reference DRN-5822583
18 Sep 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5822583 The complaint Miss A is unhappy that Wise Payments Limited will not refund the money that she lost as the result of an authorised push payment (APP) scam. What happened As both parties are familiar with the details of the scam, I will not repeat them in full here. In summary... (4 pages)View decision -
Decision Reference DRN-5645744
18 Sep 2025 Interactive Investor Services Limited Not upheldPensions and AnnuitiesDRN-5645744 The complaint Mr B has complained that Interactive Investor Services Limited trading as Interactive Investor caused delays in completing his pension transfer and in sending him information he’d asked for. Mr B claims that he’s suffered a financial loss as a result. What hap... (7 pages)View decision