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 158214 results
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Decision Reference DRN-5224531
19 Dec 2024 Close Brothers Limited UpheldConsumer CreditDRN-5224531 I issued a provisional decision on this complaint on 20 November 2024, which I’ve included below. I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances of this complaint. In summary, I felt Mrs M was entitled to he... (6 pages)View decision -
Decision Reference DRN-5193655
19 Dec 2024 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5193655 The complaint Mr X complains PayPal UK Ltd trading as “PayPal” refuses to refund him for unauthorised transactions on his account. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. In summary, Mr X says an unknown ban... (2 pages)View decision -
Decision Reference DRN-5143220
19 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5143220 The complaint Miss M complains that Revolut Ltd (“Revolut”) hasn’t refunded her after she fell victim to a safe account scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key even... (7 pages)View decision -
Decision Reference DRN-5066843
19 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5066843 The complaint M complains Revolut Ltd (“Revolut”) refuses to refund it for transactions on it’s account it says it didn’t authorise. M is a company run by a group of directors. The complaint has been brought by one of the directors, and to keep things simple I’ll refer to hi... (3 pages)View decision -
Decision Reference DRN-5134485
19 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5134485 Complaint Miss A is unhappy that Revolut Ltd didn’t refund her losses after she told it she’d fallen victim to a scam. Background Miss A fell victim to a job scam in April 2023. She received an unsolicited message from an individual claiming to be a recruiter looking for emp... (3 pages)View decision -
Decision Reference DRN-5193633
19 Dec 2024 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5193633 The complaint Mr P has complained about a car he acquired through a Hire Purchase agreement with Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (‘VWFS’). Mr P said that from the day he collected the car there were software issues which meant h... (8 pages)View decision -
Decision Reference DRN-4845138
19 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4845138 The complaint Mr H complains that Revolut Ltd won’t refund several payments he says he made and lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of ... (4 pages)View decision -
Decision Reference DRN-4733763
19 Dec 2024 Zempler Bank Limited Not upheldBanking and PaymentsDRN-4733763 The complaint Mr H, on behalf of B, complains that Zempler Bank Limited, trading as Cashplus Bank, will not refund £17,145 that was lost as the result of a scam. A representative has brought B’s complaint to this service for Mr H. For ease of reading I will mostly refer to M... (3 pages)View decision -
Decision Reference DRN-5223760
19 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5223760 The complaint Mr P complains that Revolut Ltd won’t refund the money he lost when he fell victim to a Scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both... (7 pages)View decision -
Decision Reference DRN-5216646
19 Dec 2024 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5216646 The complaint Miss F complains about a car acquired through a conditional sale agreement with Santander Consumer (UK) Plc trading as Santander Consumer Finance (SCF) not being of satisfactory quality. What happened In October 2022, Miss F acquired a used car under a conditi... (7 pages)View decision
