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
-
Decision Reference DRN-5951017
14 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5951017 The complaint With the help of a professional representative (PR), Mr M complains that National Westminster Bank Public Limited Company lent to him irresponsibly. For ease, I’ll refer to the PR’s actions as being those of Mr M. What happened Mr M has had an overdraft on his... (3 pages)View decision -
Decision Reference DRN-5651055
14 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5651055 The complaint Miss R has complained that Revolut Ltd won’t refund money she says she lost to a scam. What happened Miss R has said the scammers contacted her via social media on 10 December 2024, informing her of a job opportunity where she would be completing tasks involvi... (3 pages)View decision -
Decision Reference DRN-5723397
14 Jan 2026 REMITLY U.K., LTD Not upheldBanking and PaymentsDRN-5723397 The complaint Miss R has complained about REMITLY U.K LTD won’t refund money she lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on giving the reasons for my decision. Wha... (3 pages)View decision -
Decision Reference DRN-6059960
14 Jan 2026 Creation Financial Services Limited Not upheldBanking and PaymentsDRN-6059960 The complaint Creation Financial Services Limited (‘Creation’) provided Mr B with a credit card and a flexpay store account in 2017. The flexpay account had an opening credit limit of £3,500. The credit card had a credit limit of £3,000. This was increased to £4,500 in 2018,... (2 pages)View decision -
Decision Reference DRN-6076461
14 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6076461 The complaint Mr O and Mrs O complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) won’t refund the money they say was lost as the result of a scam. What happened In 2023, Mr O saw an advert on a social media site for an investment opportunity with a co... (4 pages)View decision -
Decision Reference DRN-5827557
14 Jan 2026 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5827557 The complaint Mr T is unhappy Vanquis Bank Limited did not notify him that his credit card account would be reported as defaulted to the credit reference agencies (CRAs). What happened In March 2025 Mr T discovered Vanquis had reported his credit card account as defaulted t... (3 pages)View decision -
Decision Reference DRN-5847289
14 Jan 2026 Inclusive Finance Limited UpheldConsumer CreditDRN-5847289 The complaint Miss M complains Inclusive Finance Limited trading as Creditspring lent to her when she could not afford to repay the credit. What happened Miss M agreed to the first advance of credit on 5 May 2023. There was a second advance in June 2024. These were both cred... (3 pages)View decision -
Decision Reference DRN-6033189
14 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6033189 The complaint Mr C complains that Lloyds Bank PLC (‘Lloyds’) won’t refund the money he says was lost as the result of a scam. What happened Mr C planned to start self-building his home in 2023. In 2022, he was referred to a company I’ll call X. X were to supply insulated co... (4 pages)View decision -
Decision Reference DRN-6055079
14 Jan 2026 Tradex Insurance Company PLC UpheldInsuranceDRN-6055079 The complaint Mr D has complained about the way Tradex Insurance Company PLC (Tradex) settled a claim he made on his motor insurance policy. What happened Mr D was involved in an accident in June 2025, and his vehicle was declared a total loss. At first, he asked a Claims Ma... (2 pages)View decision -
Decision Reference DRN-6068683
13 Jan 2026 National House-Building Council UpheldInsuranceDRN-6068683 The complaint Miss A has complained about the way National House-Building Council (“NHBC”) has handled claims she’s made under her building warranty. What happened Miss A bought a newly-built home in 2019, which came with a NHBC Buildmark warranty. In 2023, she made a claim ... (6 pages)View decision