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 367928 results
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Decision Reference DRN-5317431
28 May 2025 Wise Payments Limited Not upheldBanking and PaymentsThe complaint Mr A, a sole trader, complains about the way a payment into his account with Wise Payments Limited (Wise) was processed. What happened Mr A had a business account with Wise. On 15 August 2024 he added funds to his Wise account using a credit card from another company. He init... (2 pages)View decision -
Decision Reference DRN-5155229
28 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5155229 The complaint Mr W complains that Revolut Ltd didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr W says he fell victim to a cryptocurrency investment scam in 2022, after seeing an advert on social media. He complained to Revolut about... (2 pages)View decision -
Decision Reference DRN-5439079
28 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5439079 The complaint Miss J complains NewDay Ltd trading as Aqua irresponsibly lent to her. What happened Miss J was approved for an Aqua credit card in May 2020 with a £250 credit limit. I have detailed the credit limit increases below: October 2020 £250 to £1,250 October 2021 £1,... (4 pages)View decision -
Decision Reference DRN-4970422
28 May 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4970422 The complaint Miss Y complains that Barclays Bank Plc declined to refund her after she was the victim of an investment scam. Background Miss Y said she was introduced to an investment opportunity by her sister and brother-in- law. She explained that they had previously inves... (3 pages)View decision -
Decision Reference DRN-5409146
28 May 2025 Yorkshire Building Society Not upheldBanking and PaymentsDRN-5409146 The complaint Mr B is unhappy with Yorkshire Building Society trading as Yorkshire Group (Yorkshire BS). He said it made mistakes around his ISA transfer in December 2023. What happened Yorkshire BS sent Mr B a maturity pack in December 2023 which confirmed “Unless you tell... (3 pages)View decision -
Decision Reference DRN-5429858
28 May 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5429858 The complaint Mr H complains that Vanquis Bank Limited (“Vanquis”) didn’t act responsibly when providing him with a credit card. Mr H is represented by a professional third party, but for ease of reference I’ll refer to Mr H throughout. What happened Mr H applied for a cre... (3 pages)View decision -
Decision Reference DRN-5587174
28 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5587174 The complaint Ms E complains NewDay Ltd trading as Aqua irresponsibly lent to her. Ms E is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Ms E herself. What happe... (3 pages)View decision -
Decision Reference DRN-5251269
28 May 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5251269 The complaint Mr B complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED (“AESEL”) rejected his claim under section 75 Consumer Credit Act 174 (“s.75”). What happened In March 2023 Mr B and his partner (Miss F) visited a car showroom and a second-hand car was purchased. A ... (3 pages)View decision -
Decision Reference DRN-5161169
28 May 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5161169 The complaint Mr C complains Tesco Personal Finance Limited trading as Tesco Credit Card (Tesco) unfairly declined a claim for a disputed transaction to a car hire company. What happened Both parties are familiar with the facts of the case, so I’ll summarise these here. Mr... (3 pages)View decision -
Decision Reference DRN-5546499
28 May 2025 esure Insurance Limited UpheldInsuranceDRN-5546499 The complaint Mrs B complains esure Insurance Limited (esure) unfairly settled her claim on her motor insurance policy. What happened Mrs B made a claim on her motor insurance policy after her car was stolen. esure made a total loss settlement offer of £2,291, less the pol... (3 pages)View decision
