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 374385 results
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Decision Reference DRN-5629199
7 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5629199 The complaint Mr R complains Barclays Bank UK PLC’s IT outage meant he couldn’t pay his credit card. What happened There was an IT outage at Barclays. Mr R complained to Barclays about it, and said he wasn’t able to make his credit card payment, due that weekend. Barclays... (2 pages)View decision -
Decision Reference DRN-5655231
7 Jul 2025 AXIS Specialty Europe SE Not upheldInsuranceDRN-5655231 The complaint 1 complains that AXIS Speciality Europe SE has unfairly voided its buildings insurance policy and declined to provide cover, following damage resulting from an escape of water. What happened The background to this complaint is well known to both sides, so I’ve ... (4 pages)View decision -
Decision Reference DRN-5672514
7 Jul 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5672514 The complaint Mr C complains that American Express Services Europe Limited (Amex) didn’t refund a credit card transaction through its disputes process. What happened In February 2024 Mr C placed an order with a retailer I’ll call F for £614.88 using his Amex credit card. W... (4 pages)View decision -
Decision Reference DRN-5504775
7 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5504775 Complaint Mrs S has complained about the overdraft charges Santander UK Plc (“Santander”) applied to her current account. Mrs S is being represented, by the (“representative”), in her complaint. The representative has said the charges applied to Mrs S’ account were unfair a... (5 pages)View decision -
Decision Reference DRN-5556044
7 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5556044 The complaint Mr H complains that a Recommended Extra Payment (REP) was added to his account with NewDay Ltd and taken by direct debit without his consent. What happened Mr H holds a credit card with NewDay Ltd. On 29 February 2024 Mr H set up a Direct Debit on the account. ... (2 pages)View decision -
Decision Reference DRN-5672412
7 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5672412 The complaint Mr F is complaining that Revolut Ltd didn’t do enough to prevent him from making payments to a scam. The complaint is brought on his behalf by a professional representative but for ease I’ll mostly refer to Mr F here. What happened In August 2023, Mr F saw an a... (4 pages)View decision -
Decision Reference DRN-5397079
7 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5397079 The complaint Mr M complains that Revolut Ltd won’t refund money he lost when he was a victim of a scam. Mr M is represented by a firm I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events... (5 pages)View decision -
Decision Reference DRN-5672595
7 Jul 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5672595 Complaint Mr C has complained about the overdraft charges HSBC UK Bank Plc (“HSBC”) applied to his current account. He’s said the charges, in particularly the ones from 2017 onwards, were applied when he was in an unsustainable financial position and he should instead have b... (4 pages)View decision -
Decision Reference DRN-5236074
7 Jul 2025 Lendable Ltd UpheldConsumer CreditDRN-5236074 The complaint Mr R complains about the quality of a used car he acquired through a hire purchase agreement with Lendable Ltd trading as Autolend (‘Autolend’). Mr R says that the car has had a large number of problems, and it isn’t of satisfactory quality. What happened Mr R... (5 pages)View decision -
Decision Reference DRN-5633642
7 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5633642 The complaint The estate of Ms W complains about the service provided by Lloyds Bank PLC (Lloyds) after they registered a death. What happened The events within this complaint are well known to both parties so I will aim to provide a brief summary. After the estate registere... (3 pages)View decision
