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 381196 results
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Decision Reference DRN-5592696
30 Sep 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5592696 The complaint Zopa Bank Limited provided Mr C with a £12,000 loan in May 2024 and a £10,000 loan in December 2024. Mr C says the loans were provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here.... (2 pages)View decision -
Decision Reference DRN-5204505
30 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5204505 The complaint Miss O complains that Revolut Ltd hasn’t refunded her for card payments she made when she was the victim of a scam. What happened Miss O holds an account with Revolut. In July 2024, she was tricked by fraudsters into making three card payments from her Revolut ... (3 pages)View decision -
Decision Reference DRN-5120285
30 Sep 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5120285 The complaint Miss E complains that Marks & Spencer Financial Services Plc (‘M&S’) declined to refund her just under £80,000 which she says she lost as a result of a scam. What happened The circumstances of this complaint are well known to both parties, so I will not... (4 pages)View decision -
Decision Reference DRN-5833676
30 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5833676 The complaint Mr M complains that Monzo Bank Ltd (Monzo) has treated him unfairly about transactions made on his debit card for simulated trading accounts. What happened Mr M purchased a simulated trading account from a merchant who I’ll call T. The payment was made using Mr... (3 pages)View decision -
Decision Reference DRN-5848058
30 Sep 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5848058 The complaint Mr G complains that American Express Services Europe Limited (Amex) failed to refund him and block payments to an internet services provider following a dispute about whether his contract with the provider had been renewed. What happened Mr G entered a contrac... (5 pages)View decision -
Decision Reference DRN-5170580
30 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5170580 The complaint Miss E complains that Barclays Bank UK PLC (‘Barclays’) declined to refund her in full when she fell victim to a scam. What happened The circumstances of this complaint are well known to both parties, so I will not go into every detail of what happened here. Bu... (5 pages)View decision -
Decision Reference DRN-5702542
30 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5702542 The complaint HSBC UK Bank Plc provided Mr H with a credit card in January 2020. It had a credit limit of £10,000. Mr H says the credit card was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again ... (2 pages)View decision -
Decision Reference DRN-5780838
30 Sep 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5780838 The complaint Mr T complains AXA Insurance UK Plc didn’t handle a claim against his home insurance policy fairly. What happened The Investigator set out her recommended outcome and her reasons for it as follows: “The complaint Mr T is unhappy with how AXA handled a claim ... (4 pages)View decision -
Decision Reference DRN-5394076
30 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5394076 The complaint Mr L has complained that Nationwide Building Society won’t refund the money he lost after falling victim to a scam. What happened In summary, Mr L was victim to two fake online relationships, where the people he was speaking to were actually scammers. They aske... (3 pages)View decision -
Decision Reference DRN-5746981
30 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5746981 The complaint Mr L is unhappy with the way HSBC UK Bank Plc handled his fraud claim. He believes further compensation is due for the service he received. What happened In January 2025 Mr L was contacted by someone seemingly posing as a follower of his on social media. The in... (3 pages)View decision
