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
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Decision Reference DRN-5860997
18 Nov 2025 Amazon Payments UK Limited Not upheldBanking and PaymentsDRN-5860997 The complaint A company, which I’ll refer to as S, complains that Amazon Payments UK Limited (“APUK”) has wrongly restricted access to funds in its seller account. What happened S is a seller on Amazon. The company complains that substantial funds in its seller account have ... (4 pages)View decision -
Decision Reference DRN-5957959
18 Nov 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5957959 The complaint Mr N complains about Monzo Bank Ltd’s actions after he asked it to raise chargebacks on transactions made using Monzo current account. What happened Mr N has a gambling addiction and placed a block on his Monzo current account to stop himself from making gambli... (5 pages)View decision -
Decision Reference DRN-5849433
18 Nov 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5849433 The complaint Mr C complains that Inter Partner Assistance SA (IPA) has turned down a medical expenses claim he made on a travel insurance policy. What happened The background to this complaint is well-known to both parties. So I’ve simply set out a summary of what I think a... (4 pages)View decision -
Decision Reference DRN-5729452
18 Nov 2025 Metro Bank PLC Not upheldMortgagesDRN-5729452 The complaint Mr and Mrs T complain that Metro Bank PLC has unfairly recorded adverse information on their credit reference file. What happened Mr and Mrs T have a mortgage with Metro Bank. In October and December 2024, when Metro Bank attempted to collect the monthly paymen... (3 pages)View decision -
Decision Reference DRN-5944407
18 Nov 2025 Tymit Ltd UpheldBanking and PaymentsDRN-5944407 The complaint Mr K says Tymit Ltd (‘Tymit’), irresponsibly lent to him. He says that it didn’t take reasonable steps to ensure he could afford the repayments towards a credit card. He says that he has been financially disadvantaged by making the repayments to the agreement a... (3 pages)View decision -
Decision Reference DRN-5754240
18 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5754240 The complaint Mr M complains that NewDay Ltd trading as Aqua irresponsibly lent to him. What happened Mr M was approved for an Aqua credit card in November 2023, with a £1,200 credit limit. The credit limit was increased a further four times, in April 2024 (£2,200), August 2... (3 pages)View decision -
Decision Reference DRN-5433650
18 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5433650 The complaint Mr S complains that Revolut Ltd won’t refund the full amount of money he says he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of bo... (2 pages)View decision -
Decision Reference DRN-5908208
18 Nov 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5908208 The complaint Mr B has complained about how Starling Bank Limited (Starling) handled his complaint regarding his gambling transactions What happened Mr B made several gambling transactions during 2023 to 2024 on his Starling debit card totalling £34,206.48. He says however t... (3 pages)View decision -
Decision Reference DRN-5795248
18 Nov 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5795248 The complaint and background Mr K complains Starling Bank Limited won’t reimburse around £24,000 that he lost when he fell victim to a cryptocurrency investment scam. Starling offered to provide a partial refund of £6,400. Unhappy with this, a complaint was brought to this ... (2 pages)View decision -
Decision Reference DRN-5910533
18 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5910533 The complaint Mr W complains that Monzo Bank Ltd declined his chargeback claim. What happened On 30 July 2025 Mr W booked a hotel stay via Booking.com and paid £298.70 using his Monzo debit card. When Mr W arrived at the hotel, he found it to be run down, outdated and didn’t... (3 pages)View decision