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 381082 results
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Decision Reference DRN-5663186
23 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5663186 The complaint Miss B complains about how Monzo Bank Ltd handled her request for help in getting a refund for a transaction made on her debit card, and that it later decided to close her current account. What happened In January 2025, Miss B bought an item from a company I’l... (3 pages)View decision -
Decision Reference DRN-5704593
23 Jul 2025 Wakam UpheldInsuranceDRN-5704593 The complaint Mr R has complained about his former car insurer, Wakam. He says it gave him misleading information which caused him to drive whilst uninsured and then unfairly avoided his policy (treated it as though it had never existed). What happened In October 2023 Mr R’... (4 pages)View decision -
Decision Reference DRN-5225337
23 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5225337 The complaint Mr M has complained that Barclays Bank UK PLC won’t refund all the money he lost after falling victim to a scam. What happened Mr M saw an online advert for a cryptocurrency investment firm on social media, and got in touch with the company. They posed as broke... (3 pages)View decision -
Decision Reference DRN-5058191
23 Jul 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5058191 The complaint Ms Q complains about TSB Bank plc. She says that it failed to protect her from a scam and would like it to refund her the money she has lost. Ms Q’s complaint has been referred to this service by a professional representative, but for the sake of readability, I... (3 pages)View decision -
Decision Reference DRN-5389165
23 Jul 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5389165 The complaint Ms J complains that TSB Bank Plc (TSB) didn’t do enough to protect her from the financial harm caused by a cryptocurrency investment scam. Ms J has been represented by a claims management company throughout her complaint. I have referred to them as Ms J’s repr... (4 pages)View decision -
Decision Reference DRN-5108793
23 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5108793 The complaint Mr B complains Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened Mr B said he received a call from someone purporting to be a member of the Italian police, who we now know was a scammer. The scammer said Mr B’... (5 pages)View decision -
Decision Reference DRN-5632344
23 Jul 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5632344 The complaint Mr W complains that MBNA Limited’s failure to close his credit card account as agreed has left him in further financial difficulties. What happened Mr W held a credit card account with MBNA. After discussing his financial difficulties with MBNA, it offered him ... (3 pages)View decision -
Decision Reference DRN-5305090
23 Jul 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5305090 The complaint Mrs A complains that a car supplied to her under a personal contract purchase (PCP) agreement with CA AUTO FINANCE UK LTD was of an unsatisfactory quality. What happened In April 2024, Mrs A was supplied with a used car through a PCP agreement with CA. The cash... (5 pages)View decision -
Decision Reference DRN-5401433
23 Jul 2025 PayPal (Europe) S.à r.l et Cie, S.C.A. UpheldBanking and PaymentsDRN-5401433 The complaint Mrs B complains that PayPal (Europe) S.Ã r.l et Cie, S.C.A. lent to her irresponsibly by approving a credit account for her and a credit limit increase on that account which she could not afford. What happened Mrs B had an account with PayPal and then in Nove... (5 pages)View decision -
Decision Reference DRN-5710795
23 Jul 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5710795 The complaint Mr S complains that Nationwide Building Society has declined his claim for a refund after he was over-charged for the hire of a car whilst on holiday. What happened In March and April 2023 Mr S took a holiday to Costa Rica. Through a booking agent, Economy Book... (5 pages)View decision
