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-5223752
19 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5223752 The complaint Mr P complains that Barclays Bank UK Plc 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... (5 pages)View decision -
Decision Reference DRN-5090614
19 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5090614 The complaint Mrs J complains that Barclays Bank UK PLC trading as Barclaycard lent to her irresponsibly. What happened On 1 April 2014, Mrs J applied for and received a credit card with Barclaycard. It had a £6,800 credit limit which was increased steadily over the years re... (5 pages)View decision -
Decision Reference DRN-5091851
19 Dec 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5091851 The complaint Mr V complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money he says was lost as the result of a scam. What happened In 2020, Mr V found an investment opportunity through an advertisement for a company I’ll refer to as B. Mr V says he checked internet ... (5 pages)View decision -
Decision Reference DRN-5175795
19 Dec 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5175795 The complaint Miss L complains that American Express Services Europe Limited (AESEL) defaulted her credit card account. What happened Miss L held a credit card account with American Express. On 24 January 2024, Miss L had a web chat with American Express. Miss L said she fel... (3 pages)View decision -
Decision Reference DRN-5178494
19 Dec 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5178494 The complaint Mrs D complains Nationwide Building Society (“Nationwide”); blocked her account including her debit card without informing her; was treated in a disgraceful manner when she called one of Nationwide’s agents about this; was asked personal and intrusive questions... (6 pages)View decision -
Decision Reference DRN-4508187
19 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4508187 The complaint Ms B, via a representative, complains that Revolut Ltd (“Revolut”) have failed to refund the money she lost as part of a fake job scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. Inste... (3 pages)View decision -
Decision Reference DRN-5134376
19 Dec 2024 Loans 2 Go Limited Not upheldConsumer CreditDRN-5134376 The complaint Mr S complains that Loans 2 Go Limited (L2G) irresponsibly lent to him. What happened Mr S was approved for a L2G loan for £1,250 in January 2022. Mr S says this was lent irresponsibly to him, and he never received a credit agreement from them, and they didn’t ... (4 pages)View decision -
Decision Reference DRN-5128013
19 Dec 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5128013 The complaint Mr and Mrs S complain that HSBC UK Bank Plc trading as first direct (‘First Direct’) won’t refund the money they say was lost as the result of a scam. What happened In 2017, Mr and Mrs S found an investment opportunity through an advertisement for a company I’... (5 pages)View decision -
Decision Reference DRN-5172855
19 Dec 2024 HSBC UK Bank Plc Not upheldMortgagesDRN-5172855 The complaint Mr P through his representative complains that HSBC UK Bank Plc ignored his pending application for “Breathing Space” relief which would have allowed him to prove his affordability with a view to making a longer plan to clear his mortgage arrears. What happened... (2 pages)View decision -
Decision Reference DRN-5157839
19 Dec 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5157839 The complaint Mr S is unhappy with how American Express Services Europe Limited (AESEL) handled a quality of goods claim he made to them. What happened Mr S purchased a pair of headphones from an online marketplace I shall call “W” on 17 January 2023 for £472.44 using his AE... (4 pages)View decision
