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 369227 results
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Decision Reference DRN-5072538
18 Mar 2025 Hyundai Capital UK Limited UpheldConsumer CreditDRN-5072538 The complaint Mr P complains about the quality of a new car he acquired through a fixed sum loan with Hyundai Capital UK Limited, trading as Kia Finance (‘Kia Finance’). Mr P says that he had significant problems with the car over the time he has used it and would like compe... (4 pages)View decision -
Decision Reference DRN-4697977
18 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-4697977 The complaint Mr W complains that Nationwide Building Society (‘Nationwide’) won’t refund the money he says was lost as the result of a scam. What happened In January 2024, while in hospital, Mr W was called by someone pretending to work for Nationwide. Mr W says he was tol... (3 pages)View decision -
Decision Reference DRN-4845370
18 Mar 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4845370 The complaint Mrs B complains about the way American Express Services Europe Limited (‘AESEL’) responded to her claim made under section 75 of the Consumer Credit Act 1974 (‘section 75’). Mrs B is represented in her complaint. Where I refer to what Mrs B has said it should ... (3 pages)View decision -
Decision Reference DRN-5360426
17 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5360426 The complaint Mr A complains that Santander UK Plc blocked his account and sent money that was paid into his acount back to source. He’s also unhappy that Santadner closed his account. What happened The detailed background to this complaint is well known to both parties. As... (4 pages)View decision -
Decision Reference DRN-5135331
17 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5135331 The complaint Ms F complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by a safe account 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... (4 pages)View decision -
Decision Reference DRN-5402974
17 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5402974 The complaint Miss J is complaining that Nationwide Building Society hasn’t reimbursed her for payments she made to a scam. What happened The circumstances of the scam are well known to both parties so I won’t set them out in detail here. In short, Miss J became the victim o... (3 pages)View decision -
Decision Reference DRN-5173232
17 Mar 2025 Everlong Wealth Limited Not upheldPensions and AnnuitiesDRN-5173232 The complaint Mrs R says she became more involved in dealings with Everlong Wealth Limited/‘Everlong’(which was previously named differently) since her husband passed away, in 2012. In this context, she says she was thereafter vulnerable (and remains so) and she placed her r... (7 pages)View decision -
Decision Reference DRN-5080448
17 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5080448 The complaint Mr Y has complained that Barclays Bank UK PLC won’t refund the money he lost after falling victim to a scam. What happened In 2022, Mr Y was introduced to a cryptocurrency investment scheme by a friend, and asked to be added to the group chat. The friend was wo... (3 pages)View decision -
Decision Reference DRN-5215106
17 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5215106 The complaint Miss H is complaining about Lloyds Bank PLC because it declined to refund money she lost as a result of fraud. What happened Events appear to have begun when Miss H responded to a fake text about a parcel delivery. A few days later, on 26 October 2023, she was ... (3 pages)View decision -
Decision Reference DRN-5215084
17 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5215084 The complaint Miss H is complaining about Barclays Bank UK PLC because it declined to refund money she lost as a result of fraud. What happened Events appear to have begun when Miss H responded to a fake text about a parcel delivery. A few days later, on 26 October 2023, she... (4 pages)View decision
