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 363925 results
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Decision Reference DRN-5198439
11 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5198439 The complaint Miss V complains that Revolut Ltd (‘Revolut’) won’t refund her after she fell victim to a scam. What happened In 2023, Miss V fell victim to a phishing scam. As a result, she shared her bank card details for an account she held at another bank – I’ll refer to ... (9 pages)View decision -
Decision Reference DRN-5171959
11 Dec 2024 Metro Bank PLC UpheldConsumer CreditDRN-5171959 The complaint Miss T complains that Metro Bank PLC (Metro Bank), trading as RateSetter, haven’t responded to her Data Subject Access Request (DSAR). Miss T has been represented by Mr M in this complaint. For ease, and because Miss T is the account holder, I’ll refer only to ... (2 pages)View decision -
Decision Reference DRN-5157127
11 Dec 2024 Pepper (UK) Limited UpheldMortgagesDRN-5157127 The complaint Ms M and Mr M are unhappy with how Pepper (UK) Limited trading as Engage Credit have treated them in relation to their mortgage. They believe the interest Engage Credit has charged has been too high and that it should have done more to support them when they we... (4 pages)View decision -
Decision Reference DRN-5197378
11 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5197378 The complaint Mr C complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost after falling victim to an investment scam. What happened In 2023, Mr C was looking online for investment opportunities. He found an advertisement for a cryptocurrency investment on a w... (6 pages)View decision -
Decision Reference DRN-5198773
11 Dec 2024 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5198773 Complaint Ms W complains that Oodle Financial Services Limited (trading as “Oodle” Car Finance) unfairly entered into a hire-purchase agreement with her. She’s said that the monthly payments to this agreement were unaffordable and better checks would have shown this. Backgr... (3 pages)View decision -
Decision Reference DRN-5074848
11 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5074848 The complaint Mr M has complained that Monzo Bank Ltd won’t refund transactions he says he didn’t make or otherwise authorise. Mr M is also unhappy Monzo closed his account and the service he received. What happened Mr M held a current account and a business account with M... (5 pages)View decision -
Decision Reference DRN-5204304
10 Dec 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5204304 The complaint Mr M has complained that Capital One (Europe) plc registered a fraud marker against him. What happened Mr M opened a credit card with Capital One. He arranged a direct debit to clear the card’s full balance each month. Mr M spent the card’s credit limit. When t... (4 pages)View decision -
Decision Reference DRN-5175989
10 Dec 2024 Tradex Insurance Company PLC UpheldInsuranceDRN-5175989 The complaint Mr W is unhappy with Tradex Insurance Company PLC’s settlement of his car insurance claim. What happened Mr W’s car was involved in an accident in November 2023. He initially claimed through the third-party insurer (TPI) and its agents. But after his car was de... (3 pages)View decision -
Decision Reference DRN-5147047
10 Dec 2024 Domestic & General Insurance Plc Not upheldInsuranceDRN-5147047 The complaint Mrs J complains that Domestic & General Insurance Plc (“D&G”) unfairly declined her claim on an electronic device insurance policy. What happened Mrs J has shared with us that her son lives with global development delay. From at least January 2024, Mr... (2 pages)View decision -
Decision Reference DRN-5151358
10 Dec 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5151358 The complaint Mr D complains that American Express Services Europe Limited (AESEL) ended his card agreement and cancelled his card. What happened Mr D held a credit card account with AESEL. On 19 August 2024 AESEL sent Mr D a letter advising him that it had ended his agreeme... (2 pages)View decision
