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-4979803
9 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4979803 The complaint Mrs C complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known to... (9 pages)View decision -
Decision Reference DRN-4762001
9 Dec 2024 Secure Trust Bank Plc Not upheldConsumer CreditDRN-4762001 The complaint Mr R complains that Secure Trust Bank Plc (t/a Moneyway) (“STB”) continued to take payments even though his car had been collected, and it’s now holding him liable for the outstanding balance on the agreement. What happened Mr R entered into a hire purchase agr... (2 pages)View decision -
Decision Reference DRN-5040198
9 Dec 2024 Metro Bank PLC Not upheldBanking and PaymentsDRN-5040198 The complaint A company, which I’ll refer to as T, complains that Metro Bank PLC (Metro Bank) treated it unfairly in relation to an overdraft arrangement. In bringing this complaint, T is represented by its director, who I’ll refer to as Mr C What happened Metro Bank have to... (4 pages)View decision -
Decision Reference DRN-5197261
9 Dec 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5197261 The complaint Ms T complains that Lloyds Bank PLC will not refund the £15,000 she says she lost to a scam. What happened Ms T was introduced to a company I’ll call ‘HS’ for the purpose of this decision. HS had several different building projects they were providing investme... (3 pages)View decision -
Decision Reference DRN-5197352
9 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5197352 The complaint Mr B complains that Revolut Ltd won’t refund money he lost to a scam. What happened Mr B fell victim to a fake job scam. He was contacted via a mobile messaging service by someone offering him a job. They said they’d got his details from a recruitment firm, an... (8 pages)View decision -
Decision Reference DRN-5109936
9 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5109936 The complaint Mrs C has complained HSBC UK Bank plc placed a marker on her record indicating that she was a victim of impersonation despite her confirming she’d been the genuine applicant for a credit card with HSBC. What happened Mrs C applied for a credit card with HSBC on... (2 pages)View decision -
Decision Reference DRN-5195399
9 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5195399 The complaint Miss D complains that Revolut Limited won’t refund money she lost when she was the victim of a scam. Miss D is represented by a firm that I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll only refer t... (14 pages)View decision -
Decision Reference DRN-5126975
9 Dec 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-5126975 The complaint Miss P complained about the poor service she received from Advantage Insurance Company Limited (“Advantage”) during a claim and she thought her car should’ve been written-off shortly after making the claim. Advantage was providing a motor insurance policy. What... (3 pages)View decision -
Decision Reference DRN-4938997
9 Dec 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4938997 The complaint Mr B complains that Nationwide Building Society disclosed information about him and his account that it ought not to have. The details of this complaint are well known to both parties, so I won’t repeat everything again here. Instead, I’ll focus on giving the ... (2 pages)View decision -
Decision Reference DRN-5124984
9 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5124984 The complaint Mrs A complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known to... (5 pages)View decision
