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-5147775
15 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5147775 The complaint Mr K complains that Lloyds Bank PLC irresponsibly lent to him. What happened Mr K was approved for a Lloyds credit card, in August 2015 with a £1,000 credit limit. I have detailed the credit limit increases below: June 2016 £1,000 to £1,200 August 2017 £1,200 t... (3 pages)View decision -
Decision Reference DRN-5129368
15 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5129368 The complaint Mr H complains Revolut Ltd didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr H has an account with Revolut that he opened in January 2023. He has an account elsewhere too with a business who I’ll refer to as “H” through... (2 pages)View decision -
Decision Reference DRN-5045133
15 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5045133 The complaint Mr K complains Monzo Bank Ltd (“Monzo”) didn’t do enough to help get a refund for a purchase made on his debit card. What happened In August 2023, Mr K bought an item from a supplier I’ll call A. The item cost £599 and Mr K paid using his Monzo debit card. Mr ... (3 pages)View decision -
Decision Reference DRN-5262210
15 Jan 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5262210 The complaint Mr H complains that Vanquis Bank Limited (“Vanquis”) held him liable for transactions he didn’t recognise. What happened What Mr H says Mr H has said that he lost his Vanquis credit card sometime in 2023 and subsequently lost his bus pass with his name and addr... (4 pages)View decision -
Decision Reference DRN-5040705
15 Jan 2025 PayrNet Limited UpheldBanking and PaymentsDRN-5040705 The complaint E, a club, complain that PayrNet Limited have declined to refund them in full for transactions they say they didn’t make. E held an ANNA branded account – who provide services on behalf of PayrNet. For ease of reading in this decision I’ll refer to ANNA. What... (3 pages)View decision -
Decision Reference DRN-5112770
15 Jan 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5112770 The complaint Miss O complains Santander UK Plc (“Santander”) closed her accounts without explanation. Miss O also complains Santander demanded she repay her overdraft debt within 14 days’, failed to consider her circumstances, and offer her a suitable repayment plan. Miss O... (4 pages)View decision -
Decision Reference DRN-5259248
15 Jan 2025 BUPA Insurance Limited Not upheldInsuranceDRN-5259248 The complaint Mr C complains that BUPA Insurance Limited is refusing to communicate with him about removing the special conditions applied to his private health insurance policy. What happened Mr C has held a policy with Bupa for a long time. But he took out a new Bupa poli... (2 pages)View decision -
Decision Reference DRN-5218777
15 Jan 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5218777 The complaint Mr F complains that Nationwide Building Society (Nationwide) won’t give him the £175 switching incentive it offered to new customers shortly after his switch to Nationwide. What happened In Mid-September 2024, Mr F switched his bank account from his previous ba... (2 pages)View decision -
Decision Reference DRN-5247331
15 Jan 2025 Currencies Direct Limited UpheldBanking and PaymentsDRN-5247331 The complaint Mr K complains that Currencies Direct Limited made an error in processing his international payments which resulted in loss and inconvenience for him. What happened Mr K explains that he had been making payments through Currencies Direct to his bank account abr... (3 pages)View decision -
Decision Reference DRN-5028646
15 Jan 2025 Volvo Car Financial Services UK Limited UpheldConsumer CreditDRN-5028646 The complaint Mr M complains about the car supplied by Volvo Car Financial Service UK Limited (VCFS). He says the car isn’t of satisfactory quality. What happened Mr M entered into a hire agreement with VCFS in March 2022. VCFS supplied Mr M a brand-new car. Mr M made an ad... (3 pages)View decision
