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 364862 results
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Decision Reference DRN-5484937
6 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5484937 The complaint Miss M complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) was irresponsible in its lending to her. She wants NatWest to write off part of her debt and the interest and offer her an affordable repayment plan. What happened Miss M was provi... (3 pages)View decision -
Decision Reference DRN-5340213
6 May 2025 American Express Services Europe Limited Not upheldConsumer CreditThe complaint Mr W complains about the way in which American Express Services Europe Limited processed a payment after it had agreed to settle a claim under section 75 of the Consumer Credit Act 1974. What happened Mr W had an Amex credit card account, which he closed in March 2024. In Jun... (2 pages)View decision -
Decision Reference DRN-5450130
6 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5450130 The complaint Mr K has complained Barclays Bank UK PLC won’t refund debit card transactions he says he didn’t authorise. What happened In April and May 2024 Mr K was overseas visiting family. He lost his card wallet and reported his card missing. Barclays replaced the debit ... (2 pages)View decision -
Decision Reference DRN-5290397
6 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5290397 The complaint Mr M is unhappy that Barclays Bank UK PLC did not obtain a refund for a purchase made using his Barclays debit card. What happened Mr M bought an “Online Business for Sale”, which cost £499. The online business was essentially a social media account that’s been... (2 pages)View decision -
Decision Reference DRN-5481716
6 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5481716 The complaint Mr O has complained National Westminster Bank Public Limited Company lodged a fraud- related marker on the industry fraud database, CIFAS, in his name. What happened In May 2024 Mr O’s account with NatWest was blocked. This took place after he’d received a cred... (2 pages)View decision -
Decision Reference DRN-5469701
6 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5469701 The complaint Mr R complains that Lloyds Bank PLC blocked his card without notifying him. What happened Mr R complains that his card with Lloyds was blocked for four days in December 2022, resulting in him being unable to get home in bad weather and unable to purchase grocer... (3 pages)View decision -
Decision Reference DRN-5257604
6 May 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5257604 The complaint Mrs M complains that HSBC UK Bank Plc won’t reimburse her after she lost money to an investment – that she now considers to have been a scam. What happened Mrs M has explained that she was introduced to an investment opportunity, provided by a firm that I’ll re... (7 pages)View decision -
Decision Reference DRN-5206436
6 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5206436 The complaint A limited company, which I’ll refer to as V, complains that HSBC UK Bank Plc is wrongly holding it liable for a bounce back loan (“BBL”) applied for by a different limited company and has not carried out any due diligence or made any attempt to resolve the situ... (3 pages)View decision -
Decision Reference DRN-5064406
6 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5064406 The complaint Mr G has complained that NewDay Ltd trading as Partnership Card failed to obtain a refund for a transaction made using his NewDay credit card. What happened In March 2024, Mr G hired a cement mixer from a company that I’ll refer to as T. Mr G paid for the hire ... (3 pages)View decision -
Decision Reference DRN-5506311
6 May 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5506311 The complaint G, a limited company, complains that Monzo Bank Ltd made it difficult to integrate G’s payment account data into accountancy software provided by a third party, resulting in unnecessary subscription costs and inconvenience to G. Mr S, a director of G, represen... (4 pages)View decision
