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 369228 results
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Decision Reference DRN-5272069
10 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5272069 The complaint Mr A complains Monzo Bank Ltd unfairly loaded him to a fraud database. What happened Mr A was sent £110 by a friend, and sent £100 of it overseas. Mr A was then contacted by Monzo, it asked about the payment and what it was for. Mr A sent in some screenshots ... (4 pages)View decision -
Decision Reference DRN-4966130
10 Jun 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4966130 The complaint Mr A complains about Wise Payments Limited trading as Wise not refunding several payments he says he made and lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and b... (3 pages)View decision -
Decision Reference DRN-5124166
10 Jun 2025 Skrill Limited UpheldBanking and PaymentsDRN-5124166 The complaint Miss W complains Skrill Limited declined to refund transactions she didn’t make and blocked her account. Miss W is also unhappy with how Skrill handled things and the time it took Skrill to return her money. What happened The details of this complaint are well... (4 pages)View decision -
Decision Reference DRN-5251001
10 Jun 2025 Lendable Ltd Not upheldBanking and PaymentsDRN-5251001 The complaint Mr T complains about Lendable Ltd trading as Zable’s decision not to raise chargeback claims on his behalf. What happened In March 2024 Mr T made multiple purchases for goods on a digital application hosted by a platform provider (who I’ll refer to as ‘G’ throu... (3 pages)View decision -
Decision Reference DRN-5061554
10 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5061554 The complaint Mr N is unhappy Nationwide Building Society didn’t refund payments he made as part of a scam. Mr N brings his complaint via professional representatives, but for simplicity I’ve referred to the actions of Mr N throughout this decision. What happened In 2021 Mr... (4 pages)View decision -
Decision Reference DRN-5504581
10 Jun 2025 Metro Bank PLC UpheldBanking and PaymentsThe complaint Mr S complains that Metro Bank Plc trading as Ratesetter (Metro) didn’t sufficiently check whether he could sustain the repayments before they agreed to lend to him. What happened In October 2023 Mr S entered into a Fixed Sum loan agreement with Metro for £12,000. After inter... (3 pages)View decision -
Decision Reference DRN-5611549
10 Jun 2025 CASLP Ltd Not upheldPensions and AnnuitiesDRN-5611549 The complaint Mr L complains about the setting up of a self-invested personal pension (SIPP), and the investments in a property syndicate subsequently made in it. The SIPP was operated by Merchant Investors Assurance Company Limited (now CASLP Ltd – “CASLP”). Mr L is represe... (10 pages)View decision -
Decision Reference DRN-5613469
10 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5613469 The complaint Mr K complains that Santander UK Plc unfairly sold a debt in his name without prior warning. What happened Mr K held a Santander credit card account which had defaulted in 2013. In 2024, Santander sold the outstanding debt to a third party debt buyer who I will... (3 pages)View decision -
Decision Reference DRN-5613157
10 Jun 2025 Coutts & Company Not upheldBanking and PaymentsDRN-5613157 The complaint Mr F has complained about Coutts and Company’s (Coutts’) handling of his chargeback claim. What happened Mr F purchased a lawnmower from a supplier I shall call ‘B’ on 22 February 2022 to the sum of £5,599 on his Coutts charge card but says it was never deliver... (3 pages)View decision -
Decision Reference DRN-5313263
10 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5313263 The complaint Mr V complains that Nationwide Building Society (‘Nationwide’) unfairly withheld his funds. What happened Mr V held a current account with Nationwide. In March 2024, Mr V wanted to purchase a luxury watch. Before Mr V purchased the watch, Mr V says his girlfr... (2 pages)View decision
