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-5714166
6 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5714166 The complaint Mr S complains that Lloyds Bank PLC (Lloyds) is refusing to refund him the amount he lost as the result of a scam. Mr S is being represented by a third party. To keep things simple, I will refer to Mr S throughout my decision. What happened The background of th... (5 pages)View decision -
Decision Reference DRN-5931587
6 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5931587 The complaint Miss E complains Revolut Ltd acted unfairly by not refunding a payment she made using her debit card. What happened In December 2024, Miss E purchased a bracelet and trainers from a company I’ll refer to as S. She paid a total of £4,697.95 using her Revolut debit ... (4 pages)View decision -
Decision Reference DRN-5753009
6 Nov 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5753009 The complaint Mr F complains that Clydesdale Bank Plc trading as Virgin Money irresponsibly lent to him. What happened Mr F was approved for a Virgin Money credit card in December 2024 with a £7,500 credit limit. Mr F says that this was lent irresponsibly to him. Mr F made a... (2 pages)View decision -
Decision Reference DRN-5679389
6 Nov 2025 Eurochange Limited Not upheldBanking and PaymentsDRN-5679389 The complaint Mr B is unhappy with Eurochange Limited. Mr B said Eurochange mis-sold him a Travel Money Card (TMC) in one of its branches. Mr B said this mis-sale led to him losing £172 and he would like Eurochange to repay him. What happened Mr B said he was clearly told... (4 pages)View decision -
Decision Reference DRN-5931200
6 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldConsumer CreditDRN-5931200 The complaint Mr C says National Westminster Bank Plc (‘NatWest’), irresponsibly lent to him. He says that it didn’t take reasonable steps to ensure he could afford the repayments towards three personal loans. And it has lent to him whilst knowing he had other debt. He says ... (5 pages)View decision -
Decision Reference DRN-5568048
6 Nov 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5568048 The complaint Ms M complains that Kroo Bank Ltd has unfairly declined to refund a transaction she made from her account after she was the victim of a scam. What happened On 5 September 2024, Ms M was the victim of a sophisticated scam, whereby she was called by three separat... (4 pages)View decision -
Decision Reference DRN-5849186
6 Nov 2025 eBay Commerce UK Ltd Not upheldBanking and PaymentsDRN-5849186 The complaint Ms T complains eBay Commerce UK Ltd (Commerce) unfairly decided a money back guarantee case against her and then pursued her for the debt. Ms T is represented in her complaint, but I’ll only write about Ms T, even if she wasn’t the one sending submissions or r... (3 pages)View decision -
Decision Reference DRN-5500785
6 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5500785 The complaint Mr H complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) hasn’t refunded the money he lost after falling victim to an authorised push payment (‘APP’) romance scam. Mr H referred his complaint to this service with the help of a professio... (5 pages)View decision -
Decision Reference DRN-5931368
6 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5931368 The complaint Mr W complains that NewDay Ltd irresponsibly lent to him. What happened Mr W was approved for a NewDay branded credit card in March 2019 (which I will refer to as A in this decision), with a £900 credit limit. I have detailed the credit limit increases for A be... (6 pages)View decision -
Decision Reference DRN-5864748
6 Nov 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5864748 The complaint Mrs L complains that Nationwide Building Society won’t reimburse funds lost from her account to fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. After attending a theatre show with... (5 pages)View decision