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 160340 results
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Decision Reference DRN-4720744
4 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-4720744 The complaint Mr K complains about how Nationwide Building Society (“Nationwide”) handled a claim he made in relation to a transaction on his credit card. What happened Mr K purchased a four-day cruise holiday, through a company I’ll refer to as “S”, using his Nationwide cre... (5 pages)View decision -
Decision Reference DRN-5059581
4 Mar 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5059581 The complaint The estate of Mr W complaints TSB Bank plc failed to update the account in relation to Mr W’s passing and allowed transactions and direct debits to be withdrawn after the account should’ve been blocked. This complaint has been brought by the late Mr W’s wife on... (2 pages)View decision -
Decision Reference DRN-5316727
4 Mar 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5316727 The complaint Miss M complains Lloyds Bank PLC sold debts for her credit card and loan accounts to a debt purchaser without telling her in advance. What happened Miss M took out a credit card and a loan with Lloyds. Unfortunately, she fell into difficulties and had to use a ... (2 pages)View decision -
Decision Reference DRN-5351627
4 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5351627 The complaint Mr C is unhappy that Revolut Ltd haven’t refunded money he lost as a result of a scam. Mr C is being represented by a claims management company but for ease of reference I’ll only refer to Mr C here. What happened The detailed background to this complaint is ... (12 pages)View decision -
Decision Reference DRN-5266420
4 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5266420 The complaint Mrs B says Nationwide Building Society (“Nationwide”) refuses to refund her for transactions on her account she says she didn’t authorise. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In summar... (2 pages)View decision -
Decision Reference DRN-5358487
4 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5358487 The complaint Mr B complains that HSBC UK Bank plc trading as first direct refused to accept written communication from him when he wanted to set up a cash withdrawal. What happened In August 2024 Mr B contacted first direct’s online chat service, as he wanted to make a cash... (2 pages)View decision -
Decision Reference DRN-5353519
4 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5353519 The complaint Ms M says Revolut Ltd (“Revolut”) refuses to refund her for transactions on her account she says she didn’t authorise. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In summary, Ms M says she was... (2 pages)View decision -
Decision Reference DRN-5370437
4 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5370437 The complaint Miss A complains that Revolut Ltd failed to refund her for a transaction she made on her debit card, to a business I’ll refer to as “the merchant”. What happened Miss A purchased a television subscription package from a television service provider (the merchan... (3 pages)View decision -
Decision Reference DRN-4904710
4 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4904710 The complaint Ms H says Revolut Ltd (“Revolut”) refuses to refund to her for a transaction on her account she says she didn’t make. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In summary, Ms H says a transa... (3 pages)View decision -
Decision Reference DRN-5287811
4 Mar 2025 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-5287811 The complaint Mr J complains that Frasers Group Financial Services Limited trading as Studio was irresponsible in its lending to him. He wants all interest and charges refunded along with statutory interest and the adverse information removed from his credit file. Mr J is re... (3 pages)View decision
