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 361839 results
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Decision Reference DRN-4862188
15 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4862188 The complaint Mr P is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr P fell victim to an investment scam. He says he was introduced to the scheme that purported to ... (9 pages)View decision -
Decision Reference DRN-5231397
15 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5231397 The complaint Mr W complains that Revolut Ltd hasn’t honoured a ‘refer a friend’ reward payment. What happened Mr W holds an account with Revolut. From time to time, Revolut offers account holders the chance to ‘refer a friend’. This is subject to the friend having never he... (2 pages)View decision -
Decision Reference DRN-5263649
15 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5263649 The complaint Mr H complains Monzo Bank Ltd didn’t do enough when he was the victim of identity theft and fraud. What happened Mr H has an account with Monzo and accounts elsewhere. Mr H says he received a text from a delivery company saying he’d missed a delivery and needed... (3 pages)View decision -
Decision Reference DRN-5208972
15 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5208972 The complaint Mr N complains about the reason National Westminster Bank Plc (‘NatWest’) gave him for rejecting his request for a credit limit increase. What happened Mr N has a credit card with NatWest. It was opened in March 2024 with an initial credit limit of £2,050. In A... (2 pages)View decision -
Decision Reference DRN-5219827
15 Jan 2025 Domestic & General Insurance Plc Not upheldInsuranceDRN-5219827 The complaint Miss P has complained about how Domestic & General Insurance Plc (D&G) dealt with a claim under an appliance warranty. What happened Miss P contacted D&G to make a claim because she said her washing machine wasn’t washing her clothes properly. An e... (2 pages)View decision -
Decision Reference DRN-4796376
15 Jan 2025 Great Lakes Insurance SE Not upheldInsuranceDRN-4796376 The complaint Mr D has complained about how Great Lakes Insurance SE have dealt with two claims against his motor insurance policy. References to Great Lakes include any agents that it is responsible for unless specified. What happened Mr D became aware of two claims against... (3 pages)View decision -
Decision Reference DRN-5187714
15 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5187714 The complaint Mrs H, on behalf of the customer Mrs M, has complained about Bank of Scotland plc (trading as Halifax) allowing withdrawals which she suspects could possibly have been unauthorised or part of a scam. What happened Both sides are most familiar with the case, so ... (4 pages)View decision -
Decision Reference DRN-4883336
15 Jan 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-4883336 The complaint Mr S complains that Starling Bank Limited unfairly refused to process his chargeback request for a faulty car. What happened In September 2023, Mr S transferred £11,000 from his Starling bank account to a third party seller to buy a car. Mr S subsequently encou... (2 pages)View decision -
Decision Reference DRN-5262211
15 Jan 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5262211 The complaint Mrs H has complained about the way Shawbrook Bank Limited responded to claims she’d made under the Consumer Credit Act 1974 (the “CCA”). What happened In April 2018 Mrs H entered into a 10 year fixed sum loan agreement with Shawbrook to pay for a £10,815 solar ... (5 pages)View decision -
Decision Reference DRN-5245018
15 Jan 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5245018 The complaint Ms R complains that HSBC UK Bank Plc (“HSBC”) won’t refund the money she lost when she fell victim to a scam. What happened Ms R invested £42,000 in a company called Buy2let/Raedex Consortium Ltd – “B” in September 2019. Ms R’s understanding of the investment w... (7 pages)View decision
