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 365360 results
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Decision Reference DRN-5049944
31 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5049944 The complaint Miss G complains that Revolut Ltd did not refund a series of payments she lost to a scam. What happened Miss G fell victim to an investment scam after she read an article online and followed a link she found in it. She gave her details and was contacted by an i... (3 pages)View decision -
Decision Reference DRN-5125095
31 Jan 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5125095 The complaint Mr R complains that Mercedes-Benz Financial Services UK Limited (“MBFS”) unfairly charged him for damage on a vehicle he had returned at the end of a hire agreement. What happened In May 2020 Mr R entered into a four-year hire agreement with MBFS for a commerci... (4 pages)View decision -
Decision Reference DRN-4535152
31 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4535152 The complaint Mr S complains that Lloyds Bank PLC did not refund a series of payments he says he lost to a scam. What happened Mr S fell victim to a task-based job scam, in which he was convinced he needed to pay money to his ‘employer’ in order to earn higher levels of comm... (3 pages)View decision -
Decision Reference DRN-5291424
31 Jan 2025 JN Bank UK Ltd UpheldConsumer CreditDRN-5291424 The complaint Miss C says JN Bank UK Ltd irresponsibly lent to her. What happened Miss C took out a loan for £7,800 over 60 months from JN Bank in March 2022. The monthly repayments were £184.32. Miss C says JN Bank should never have approved the loan as it was unaffordable ... (3 pages)View decision -
Decision Reference DRN-5267245
31 Jan 2025 Ageas Insurance Limited Not upheldInsuranceDRN-5267245 The complaint Mr M complains about Ageas Insurance Limited’s (“Ageas”) decision to decline his claim for damage caused to his car’s engine by flood water, under his motor insurance policy. What happened In February 2024 Mr M says his car developed a fault and stopped working... (3 pages)View decision -
Decision Reference DRN-5279077
31 Jan 2025 National Savings and Investments UpheldBanking and PaymentsDRN-5279077 The complaint Mr B complains that he couldn't access his National Savings and Investments (NS & I) account for several months so wasn't able to deposit his savings. What happened In April 2024 Mr B set up an account with NS & I to purchase some Premium Bond... (2 pages)View decision -
Decision Reference DRN-4891090
31 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4891090 The complaint Mr L complains that Bank of Scotland plc trading as Halifax did not refund a series of payments he says he lost to a scam. What happened Mr L contacted a company I’ll call ‘X’ who helped set up an advertising campaign for his business that would generate leads ... (4 pages)View decision -
Decision Reference DRN-5293274
31 Jan 2025 Ikano Bank AB (publ) UpheldConsumer CreditDRN-5293274 The complaint and what happened Mrs W has complained about Ikano Bank AB (publ)’s response to a claim she made under Section 75 (‘s.75) of the Consumer Credit Act 1974 (the ‘CCA’). I’ve included relevant sections of my provisional decision from January 2025, which form part ... (4 pages)View decision -
Decision Reference DRN-5272694
31 Jan 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5272694 The complaint Mr K complains about the service he received from J.P. Morgan Europe Limited trading as Chase (“Chase”) when he emailed its support inbox requesting information about its interest rates on offer. In particular, Mr K is unhappy with its response as he says Chase... (3 pages)View decision -
Decision Reference DRN-5298892
31 Jan 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5298892 The complaint Mr C complaints that Gain Credit LLC trading as Drafty (“Drafty”) gave him a line of credit without carrying out the appropriate affordability checks. What happened Mr C was granted a running credit facility in February 2022. This had a £1,660 credit limit – a... (5 pages)View decision
