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-5818046
26 Sep 2025 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-5818046 The complaint Mr B has complained Jaja Finance Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. He’s also concerned about Jaja Finance’s service failings. What happened In November 2024 Mr B was told by Jaja Finance that they were placing... (4 pages)View decision -
Decision Reference DRN-5366621
26 Sep 2025 ClearBank Limited Not upheldBanking and PaymentsDRN-5366621 The complaint Ms S complains that ClearBank Limited (Tide branded account) won’t refund money she lost when she fell victim to a scam. What happened The background of this complaint is well known to both parties so I’ll only refer to the key events here. On 14 October 2024, ... (2 pages)View decision -
Decision Reference DRN-5601864
26 Sep 2025 Marsh Ltd UpheldInsuranceDRN-5601864 The complaint Mr M complains about the advice and service he received from Marsh Ltd t/a Marsh Commercial (‘Marsh’) in respect of a home insurance policy he purchased through them. What happened The following is intended as a summary of key events only, as the background to... (5 pages)View decision -
Decision Reference DRN-5439155
26 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5439155 The complaint Mr D complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr D has previously been represented by a third party. To keep things simple, I will refer to Mr D throughout my decision. What happened The backgrou... (4 pages)View decision -
Decision Reference DRN-5612011
26 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5612011 The complaint Mr G complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”), have failed to refund money that he lost as part of an investment scam. What happened Mr G came across a company that purported to be an investment firm but was actually a scamm... (3 pages)View decision -
Decision Reference DRN-5434131
26 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5434131 The complaint Mr F complains that Barclays Bank UK PLC did not reimburse the £270,000 he says he lost to a scam. What happened Both parties are aware of the circumstances of the scam, so I won’t repeat them again in detail here. In summary: Mr F knew an individual I’ll refer... (3 pages)View decision -
Decision Reference DRN-5833624
26 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5833624 The complaint Mr H has complained Santander UK plc won’t refund transactions he didn’t authorise. What happened In April 2025 Mr H’s mobile phone was stolen. Thieves were able to access his accounts, including the one he held with Santander. A number of Apple Pay transaction... (2 pages)View decision -
Decision Reference DRN-5604726
26 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5604726 The complaint Ms A complains that National Westminster Bank Public Limited Company (NatWest) won’t refund the money she lost when she sent payments to an investment that she now believes to have been fraudulent. A representative who I will call “M” complains on behalf of Ms ... (4 pages)View decision -
Decision Reference DRN-5794062
26 Sep 2025 Steadypay Limited UpheldConsumer CreditDRN-5794062 The complaint Mr A complains that Steadypay Limited gave him two running credit facilities which he couldn’t afford to repay. What happened In December 2020 Mr A was given a running credit account with a limit of £1,000. The account was settled on 28 July 2022. Mr A had prob... (4 pages)View decision -
Decision Reference DRN-5825157
26 Sep 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5825157 The complaint Mr P is unhappy with how Oodle Financial Services Limited (Oodle) treated him when he got into financial difficulty in relation to a car financed under a hire purchase agreement. Mr P is represented in this complaint by Miss K. What happened In October 2021 Mr... (7 pages)View decision
