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 157985 results
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Decision Reference DRN-4717347
13 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4717347 The complaint Mr B complains that Revolut Ltd didn’t do enough to protect him when he fell victim to a job scam. What happened The details of this complaint are well known to both parties, so I will not repeat them again here. The core facts are not in dispute so I will focu... (2 pages)View decision -
Decision Reference DRN-5232481
13 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5232481 The complaint Mr C is unhappy with the service he’s received from Lloyds Bank PLC surrounding an ISA transfer. What happened In April 2024, Mr C instructed an ISA transfer from his previous ISA provider (whom I’ll refer to as ‘X’) to Lloyds. The transfer of funds was success... (2 pages)View decision -
Decision Reference DRN-5106608
13 Jan 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5106608 The complaint Miss B complains that Santander UK Plc (“Santander”) won’t refund money she lost when she fell victim to a scam. Miss B is being represented by a claims management company in this complaint. What happened In May 2020, Miss B invested in a company – Buy2Let/Ra... (8 pages)View decision -
Decision Reference DRN-5205555
13 Jan 2025 LeasePlan UK Limited UpheldConsumer CreditDRN-5205555 The complaint Mrs K complains that LeasePlan UK Limited (“LeasePlan”) applied inappropriate end of lease charges for the condition of her car. When I refer to what Mrs K has said and what LeasePlan has said, it should also be taken to include things said on their behalf. Wh... (4 pages)View decision -
Decision Reference DRN-5123244
13 Jan 2025 The Co-operative Bank Plc UpheldMortgagesDRN-5123244 The complaint Ms W complains that The Co-operative Bank Plc trading as Platform agreed to a payment arrangement on her joint mortgage without her consent. What happened Ms W has a joint mortgage account with her ex-partner. I won’t go into detail about Ms W’s personal circum... (3 pages)View decision -
Decision Reference DRN-5175262
13 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5175262 The complaint Miss M 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 ... (11 pages)View decision -
Decision Reference DRN-5255912
13 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5255912 The complaint R is a limited company. It complains that Revolut Ltd (‘Revolut’) won’t refund the money it lost as a result of a scam and about the service it received once the matter was reported. It is being represented by one of its Directors who I’ll refer to as ‘Miss T’.... (9 pages)View decision -
Decision Reference DRN-5257224
13 Jan 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5257224 The complaint Mr A is unhappy with the service he’s received from PayPal UK Ltd surrounding a purchase cost reimburse request he made via their Buyer Protection scheme. What happened Mr A purchased an item for £710.10 from a merchant, paying £200 using a gift card and paying... (3 pages)View decision -
Decision Reference DRN-5215302
13 Jan 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5215302 The complaint Mr L complains that Barclays Bank UK PLC didn’t honour a transaction for a grocery delivery which was processed in the small hours of the morning. Mr L said he’d already authorised the transaction, and described the impact this failed transaction had on him. Wh... (3 pages)View decision -
Decision Reference DRN-5131214
13 Jan 2025 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-5131214 The complaint Ms K complains that The Co-operative Bank Plc restricted her accounts after fraudulent transactions were identified on one of them. It then failed to keep her informed about its investigations and delayed lifting the restrictions. What happened Ms K has a curre... (3 pages)View decision
