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 400695 results
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Decision Reference DRN-5773908
13 Nov 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5773908 The complaint Mr B complains that Capital One (Europe) plc irresponsibly lent to him. What happened Mr B was approved for a Capital One credit card in February 2021 with a £750 credit limit. Mr B says that Capital One irresponsibly lent to him. Mr B made a complaint to Capit... (2 pages)View decision -
Decision Reference DRN-5946413
13 Nov 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5946413 The complaint Mr and Mrs K are unhappy Nationwide Building Society (“Nationwide”) won’t refund the money they lost to an investment scam. What happened I issued a provisional decision in October 2025 to explain why I thought Mr and Mrs K’s complaint should be upheld. And I s... (6 pages)View decision -
Decision Reference DRN-5931540
13 Nov 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5931540 The complaint C, a limited company, complains that Starling Bank Limited have declined to refund them funds they say they lost as a result of a scam. They’d like the funds returned to them, C is represented by Mr L, a director. What happened The background to this complain... (3 pages)View decision -
Decision Reference DRN-5947752
13 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5947752 The complaint Mr T is unhappy that Revolut Ltd won’t refund payments he says he sent to a scam. What happened In 2023 Mr T heard about a cryptocurrency investment opportunity when he was added to a group chat on an instant messaging app. It promised a guaranteed return of 2.... (4 pages)View decision -
Decision Reference DRN-5805640
13 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5805640 The complaint Mr C complains that National Westminster Bank plc (‘NatWest’) sent him multiple misleading letters about his credit card account closure. Mr C is concerned that NatWest aren’t keeping proper records and aren’t being transparent with him. Mr C is unhappy with the... (3 pages)View decision -
Decision Reference DRN-5929423
13 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5929423 The complaint Mr L has complained about Monzo Bank Ltd not refunding several payments he says he made and lost to multiple investment scams. Mr L’s representative referred the complaint to us on his behalf, but for ease I will refer to Mr L throughout. What happened I issu... (5 pages)View decision -
Decision Reference DRN-5947670
13 Nov 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5947670 The complaint Mrs H has complained that Inter Partner Assistance SA (IPA) declined a claim she made on a travel insurance policy. What happened Mrs H took out the single-trip policy on 2 March 2025. However, she unfortunately became unwell and had to cancel the holiday. She... (3 pages)View decision -
Decision Reference DRN-5841737
13 Nov 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5841737 The complaint B, a limited company, complains Santander UK Plc gave notice in July 2025 that it planned to migrate B’s account, which is free from fees, to an account which incurs a monthly fee in October 2025. B says this is unfair as, when it opened the account, it was pro... (4 pages)View decision -
Decision Reference DRN-5781518
13 Nov 2025 Plata Finance Limited Not upheldConsumer CreditDRN-5781518 The complaint Mr P complains Plata Finance Limited (Plata) failed to carry out through enough financial checks before it approved a loan for him. What happened Mr P says Plata approved a loan in April 2024 for £3,000, at a time when he was already heavily indebted and if Pla... (3 pages)View decision -
Decision Reference DRN-5841774
13 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5841774 The complaint Mr T complains Nationwide Building Society didn’t do enough to help get a refund for a transaction made on his debit card. What happened In June 2025, Mr T ordered a takeaway via a company I’ll call “J”, paying with his Nationwide debit card. Mr T says when th... (2 pages)View decision