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-5951469
2 Feb 2026 NewDay Ltd Not upheldBanking and PaymentsDRN-5951469 The complaint Mr A complains that NewDay Ltd trading as Aquacard unfairly refuses to refund him money he says he lost in a scam. What happened The circumstances surrounding this complaint are well known to both parties, so I haven’t repeated them in detail here. Instead, I’v... (2 pages)View decision -
Decision Reference DRN-5936202
2 Feb 2026 Revolut Ltd UpheldBanking and PaymentsDRN-5936202 The complaint Miss C complains that Revolut Ltd (Revolut) won’t refund the money she lost after she fell victim to a bank impersonation scam. What happened I’d like to reassure the parties that although I’ve only summarised the background, so not everything that happened or ... (7 pages)View decision -
Decision Reference DRN-6121167
2 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6121167 The Complaint Miss P’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Cred... (12 pages)View decision -
Decision Reference DRN-6121767
2 Feb 2026 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6121767 The complaint Mr K’s complaint is, in essence, that Clydesdale Financial Services Limited trading as Barclays Partner Finance (the ‘Lender’) acted unfairly and unreasonably by being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act... (5 pages)View decision -
Decision Reference DRN-5570141
2 Feb 2026 Tide Platform Limited Not upheldBanking and PaymentsDRN-5570141 The complaint Mr I is unhappy with the actions taken by Tide Platform Limited as the receiving bank, when he sent money to one of its customers as the result of a scam. What happened Mr I paid a painter and decorator a deposit of £1,680 for work on a property he’d recently p... (3 pages)View decision -
Decision Reference DRN-6115882
2 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6115882 The complaint Ms S complains that Lloyds Bank Plc won’t refund her the full amount of money she 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 based on the submissions of b... (2 pages)View decision -
Decision Reference DRN-5923872
2 Feb 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5923872 The complaint Miss H is unhappy that Lloyds Bank PLC won’t reimburse money she lost to a scam. The details of this complaint are well known to both parties, so I won’t repeat everything here. In summary, Miss H has advised she made payments from her Lloyds account between 1... (2 pages)View decision -
Decision Reference DRN-5750765
2 Feb 2026 Handelsbanken plc UpheldBanking and PaymentsDRN-5750765 The complaint Mr J complains that Handelsbanken plc won’t reimburse him after he lost money to an investment scam. What happened Your text here What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the ci... (4 pages)View decision -
Decision Reference DRN-6019659
2 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6019659 The complaint Mr H complains that National Westminster Bank Plc (NatWest) lent to him irresponsibly when granting him a credit card. And that NatWest’s resolution of a complaint about a payment plan linked to that card was inadequate. What happened Mr H applied for and was ... (4 pages)View decision -
Decision Reference DRN-6054198
2 Feb 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6054198 The complaint Mr C has complained about how American Express Services Europe Limited (AESEL) handled a refund claim he made. What happened The details of this complaint have been set out previously and aren’t in dispute, so I won’t repeat them again here. Instead I’ll focus ... (4 pages)View decision