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 386170 results
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Decision Reference DRN-5973803
17 Dec 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5973803 The complaint Mr P complains that Revolut Ltd enrolled him into the “SpareChange” feature of its loyalty scheme automatically, and as a result multiple small amounts were deducted from his account without his authority or consent. He also complains that it wasn’t as easy as ... (2 pages)View decision -
Decision Reference DRN-5915534
17 Dec 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5915534 The complaint Mr R has complained Clydesdale Bank plc, trading as Virgin Money, wouldn’t refund a transaction he believed had been duplicated. He was also unhappy about the amount of compensation given for their customer service. What happened Mr R believed he had nearly pai... (2 pages)View decision -
Decision Reference DRN-5997971
17 Dec 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5997971 The complaint Mr S complains Starling Bank Limited (“Starling”) declined his application for an Easy Saver Account without an explanation of why he failed its eligibility criteria. Mr S is also unhappy that he had to look for another account to deposit a significant amount o... (3 pages)View decision -
Decision Reference DRN-5904016
17 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5904016 The complaint Mr S complains that National Westminster Bank Plc locked him out of its banking app and did not provide adequate assistance so that he could regain access to his account. He has been assisted in bringing this complaint by his father. What happened In May 2025 M... (2 pages)View decision -
Decision Reference DRN-6026629
17 Dec 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-6026629 The complaint Ms B complains that J.P. Morgan Europe Limited trading as Chase won’t refund the money she lost when she fell victim to a scam. What happened Around May 2024, Ms B came across a social media advert for an investment company, “T”. Unfortunately, it appears this ... (4 pages)View decision -
Decision Reference DRN-6022469
17 Dec 2025 Lantern Debt Recovery Services Limited Not upheldConsumer CreditDRN-6022469 The complaint Mr M complains that Lantern Debt Recovery Services Limited trading as Lantern (Lantern) haven’t done enough to remedy the fact his data was accessed in an IT security incident they experienced. What happened Lantern experienced an IT security incident in April ... (2 pages)View decision -
Decision Reference DRN-5743421
17 Dec 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5743421 The complaint The Royal Bank of Scotland Plc (‘RBS’) provided Mr C with an overdraft of £750 in February 2022. This is the third overdraft increase RBS had given him, the first being given in May 2017 when it was initially set at £40 and then a second in March 2019 when it w... (2 pages)View decision -
Decision Reference DRN-5583292
17 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5583292 The complaint Mrs F complains that Revolut Ltd won’t refund a card payment made as part of a scam. What happened In February 2025, Mrs F unfortunately fell victim to an impersonation scam. She received a call purportedly from Amazon about suspicious activity on her account.... (3 pages)View decision -
Decision Reference DRN-5736453
17 Dec 2025 Sumup Payments Limited Not upheldBanking and PaymentsDRN-5736453 The complaint Mr I, complains on behalf of ‘Y’, a limited company that SumUp Payments Limited (‘SumUp’) restricted Y’s account and withheld its funds. What happened The details of this complaint are well known by both parties, so I won’t repeat them again here in detail. In... (3 pages)View decision -
Decision Reference DRN-6026915
17 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6026915 The complaint Mr and Mrs F say Shawbrook Bank Limited (‘Shawbrook’) has unfairly declined their claim under sections 75 and 75A of the Consumer Credit Act 1974 (‘CCA’). And they say their creditor-debtor relationship with Shawbrook was unfair to them under section 140A of th... (9 pages)View decision
