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 380824 results
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Decision Reference DRN-5762576
30 Sep 2025 Yonder Technology Ltd Not upheldBanking and PaymentsDRN-5762576 The complaint Mr J has complained Yonder Technology Ltd placed undue requirements on him to prove his identity. This was to progress a claim that he didn’t take out a credit card with them in March 2025. What happened In June Mr J received a notice of arrears from Yonder abo... (2 pages)View decision -
Decision Reference DRN-5718918
30 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5718918 The complaint Mr M has complained about how Barclays Bank UK PLC handled a payment he was making to a third party. What happened On 27 February 2025, Mr M tried to make a payment of £5,000 to a third party using mobile banking. But Barclays’ fraud team flagged it as being a ... (2 pages)View decision -
Decision Reference DRN-5822596
30 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5822596 The complaint Mr S has complained about how American Express Services Europe Limited (AESEL) handled a refund claim he made to them. What happened Mr S purchased a coffee machine in November 2021 from a retailer I shall call ‘B’ to the sum of £1605.73 on his AESEL credit car... (4 pages)View decision -
Decision Reference DRN-5577563
30 Sep 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5577563 The complaint Mr Y complains The Royal Bank of Scotland Plc (“RBS”) closed his account and only returned part of the remaining balance. Mr Y is unhappy that a significant sum hasn’t been returned to him despite following RBS’ instructions. To put things right, Mr Y wants all... (2 pages)View decision -
Decision Reference DRN-5757682
30 Sep 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5757682 The complaint Ms S complains MotoNovo Finance Limited (MotoNovo) failed to take reasonable and proportionate steps to ensure they lent responsibly and that she could sustainably repay the loan. Ms S is represented in this complaint by a claims management company but, for eas... (4 pages)View decision -
Decision Reference DRN-5283357
30 Sep 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5283357 The complaint Mrs S has complained PayPal UK Ltd won’t refund £2,043.56 for transactions she didn’t make. What happened In August 2024 after getting a message from her bank that an authorised payment of £2,043.56 to her PayPal account would take her overdrawn, she queried wh... (2 pages)View decision -
Decision Reference DRN-5798062
30 Sep 2025 Lendable Ltd Not upheldConsumer CreditDRN-5798062 The complaint Mr B complains Lendable Ltd (Lendable) failed to carry out sufficient financial checks before it approved two loan accounts for him. What happened Mr B says Lendable approved two loan accounts for him in December 2023 for £2,107 (loan 1) and in August 2024 for ... (3 pages)View decision -
Decision Reference DRN-5841212
30 Sep 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5841212 The complaint Mr A complained about what happened after Metro Bank PLC blocked his debit card and then cancelled it some seven months later, without giving him any warning or notice. What happened In September 2024, Mr A’s card was used in a cash machine to try and withdraw... (4 pages)View decision -
Decision Reference DRN-5824456
30 Sep 2025 The National Farmers' Union Mutual Insurance Society Limited Not upheldInsuranceDRN-5824456 The complaint Mr and Mrs W complain about the following: - • The quality of the work carried out by the contractors appointed by National Farmers ‘Union Mutual Insurance Society Limited following an escape of water at their home. • The inappropriate behaviour of one of the c... (5 pages)View decision -
Decision Reference DRN-5651991
30 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5651991 The complaint Mr and Mrs S complain Aviva Insurance Limited provided poor service and delayed payment of their claim. What happened Mr and Mrs S are beneficiaries of a group private medical insurance policy held by Mr S’s employer. The cover is underwritten by Aviva. In 2024... (3 pages)View decision
