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 401363 results
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Decision Reference DRN-5779902
23 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5779902 The complaint Mr K complains that he’s unable to view or access his reward points for his credit card with Barclays Bank trading as Barclaycard (“Barclaycard”) What happened Mr K opened a Barclaycard account in November 2024, and he’s told us this was specifically because he... (2 pages)View decision -
Decision Reference DRN-5728853
23 Oct 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5728853 The complaint Mr C complains Revolut Ltd won’t refund the money he lost to a crypto investment scam. What happened The background to this complaint is familiar to both parties, so I’ll only refer to some key events here. In June 2023, Mr C lost just over £11,000 to what tu... (4 pages)View decision -
Decision Reference DRN-5817241
23 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5817241 The complaint Mr F complains about a secured business loan with Barclays Bank UK PLC. He says Barclays didn’t explain the risks involved or check the loan was suitable for him. Mr F says he’s vulnerable due to his dyslexia. A representative – who I’ll refer to as L – has ass... (5 pages)View decision -
Decision Reference DRN-5369004
23 Oct 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5369004 The complaint Mr M complains that Santander UK Plc did not refund the transactions he lost to a scam. What happened Mr M found an investment opportunity which his brother had already successfully invested in and received returns with the same company. The business model cen... (5 pages)View decision -
Decision Reference DRN-5429171
23 Oct 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5429171 The complaint Mr H complains that Santander UK Plc did not refund the transactions he lost to a scam. What happened Mr H found an investment opportunity being advertised near his home. The business model centred around car leasing; investors like Mr H would make an investme... (4 pages)View decision -
Decision Reference DRN-5757262
23 Oct 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5757262 The complaint Mr C complains about The Royal Bank of Scotland Plc (‘RBS’) as the beneficiary of what he says are fraudulent funds he sent as a result of a scam. What happened The investigator set out the facts in detail so I will only summarise them here. Mr C says that a bu... (3 pages)View decision -
Decision Reference DRN-5588312
23 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5588312 The complaint Miss W believes NewDay Ltd trading as Fluid (‘NewDay’) acted irresponsibly when it approved her credit card application. What happened In August 2021 Miss W applied and was accepted for a credit card with NewDay. This application was approved with a credit lim... (7 pages)View decision -
Decision Reference DRN-5900415
23 Oct 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-5900415 The complaint Mr O complains through a third-party representative that Loans 2 Go Limited (“L2G”) acted irresponsibly when it lent to him. Mr O also says he wasn’t aware that he’d be repaying over £1,000 for his loan over 18 months. What happened L2G lent Mr O one loan in J... (2 pages)View decision -
Decision Reference DRN-5900521
23 Oct 2025 Prestige Finance Limited Not upheldMortgagesDRN-5900521 The complaint Mrs G complains that Prestige Finance Limited won’t give her information about its contact with her late husband Mr G in connection with their joint mortgage. What happened Mrs G and the late Mr G had a mortgage with Prestige. The mortgage was paid off in 2023 ... (2 pages)View decision -
Decision Reference DRN-5757247
23 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5757247 The complaint Mr C complains that HSBC UK Bank Plc (‘HSBC’) won’t reimburse the funds he lost when he fell victim to a scam. What happened The investigator set out the facts in detail so I will only summarise them here. Mr C says that a business contact introduced him to an ... (3 pages)View decision