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-5210665
3 Mar 2025 Shawbrook Bank Limited UpheldBanking and PaymentsDRN-5210665 The complaint Mr C complains that Shawbrook Bank Limited caused a loss of interest and inconvenience by delaying a transfer from an Individual Savings Account (ISA) held with a third-party bank, which I’ll refer to as B, to a new ISA he was opening with Shawbrook. What happe... (2 pages)View decision -
Decision Reference DRN-5278158
3 Mar 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5278158 The complaint Mr L complains about the quality of a car he has been financing through an agreement with BMW Financial Services (GB) Limited, trading as ALPHERA Financial Services (“Alphera”). What happened Mr L took receipt of a used car in October 2023. The car was about fo... (3 pages)View decision -
Decision Reference DRN-5316896
3 Mar 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5316896 The complaint Miss W has complained that Starling Bank Limited won’t refund the money she spent on a gambling site when she says the site hasn’t paid out her winnings. What happened In 2024, Miss W was sent an email from a gambling merchant, and she signed up to their websit... (2 pages)View decision -
Decision Reference DRN-5322279
3 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5322279 The complaint Ms H complains that Revolut Ltd (“Revolut”) won’t refund the money she lost as part of a scam. What happened The background to this complaint is well known to both parties, so I’ll only refer to some key events here. In 2021, Ms H saw an advert for company that... (6 pages)View decision -
Decision Reference DRN-5367487
3 Mar 2025 Metro Bank PLC UpheldConsumer CreditDRN-5367487 The complaint Mr L has complained about a loan Metro Bank PLC trading as Ratesetter provided to him. He says the loan was unaffordable and therefore shouldn’t have been given to him. What happened In February 2022 Mr L applied online for a £10,000 fixed sum loan with RateSet... (3 pages)View decision -
Decision Reference DRN-5367980
3 Mar 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5367980 The complaint Miss N has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which she paid for with credit it provided. What happened In September 2023, Miss N entered into a 25 month fixed sum loan ... (5 pages)View decision -
Decision Reference DRN-5140016
3 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5140016 The complaint Mrs J complains about Lloyds Bank PLC (“Lloyds”). She says that it failed to protect her from a scam and would like it to refund her the money she has lost. Mrs J’s complaint has been referred to this service by a professional representative but for the sake of... (3 pages)View decision -
Decision Reference DRN-5173015
3 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5173015 The complaint Mr N complains Revolut Ltd recorded a marker against him at Cifas, a national fraud database and closed his account. He doesn’t believe it has treated him fairly. What happened A summary of what happened is below. In February 2024, several payments came into Mr... (3 pages)View decision -
Decision Reference DRN-4965674
3 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4965674 The complaint Mr B complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost when he fell victim to a scam. What happened Mr B says that he received a call from someone who impersonated his bank and told him about suspected fraudulent transactions on his account... (4 pages)View decision -
Decision Reference DRN-4946660
3 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4946660 The complaint Mr E complains that Santander UK Plc (‘Santander’) won’t reimburse the funds he lost when he says he fell victim to a scam. What happened Mr E was referred by a friend to a firm of solicitors I’ll refer to as S in this decision to submit a naturalisation appli... (2 pages)View decision
