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-4780232
13 Dec 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4780232 The complaint Mrs K complains that TSB Bank Plc didn’t do enough to help her when she told it about a dispute, she had with a merchant over services paid for using her TSB credit card. What happened Mrs K paid £2,891.26 using her TSB credit card for two rooms for a duration ... (3 pages)View decision -
Decision Reference DRN-5073510
13 Dec 2024 Arval UK Limited Not upheldConsumer CreditDRN-5073510 The complaint Miss D has complained that she is unhappy with the outcome of a change of contract request – and the length of time taken to deal with it - made to Arval UK Limited, trading as Hyundai Contract Hire (“Arval”) in relation to a contract hire agreement she took ou... (3 pages)View decision -
Decision Reference DRN-5030742
13 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5030742 The complaint Miss K complains about Revolut Ltd. She says that Revolut didn’t do enough to protect her when she became the victim of a scam, and would like it to refund her the money she has lost as a result What happened Miss K received a phone call from an individual pr... (3 pages)View decision -
Decision Reference DRN-5198205
13 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5198205 The complaint Mr S complains about Revolut Ltd. He says that it did not do enough to protect him when he became the victim of a scam and would like Revolut to refund him the money he has lost as a result. What happened Mr S received a call from an unknown individual suppose... (4 pages)View decision -
Decision Reference DRN-4497575
13 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4497575 The complaint Mr G would like to make a complaint about Santander UK Plc. He says that he has fallen victim to a scam and would like Santander to refund him the money he has lost as a result. What happened In June 2020, Mr G made a payment of £20,000 for an investment into... (2 pages)View decision -
Decision Reference DRN-4708566
13 Dec 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4708566 The complaint Mr W is unhappy National Westminster Bank Plc (“NatWest”) won’t reimburse him for the money he lost when he fell victim to a scam. What happened The details and facts of this case are well-known to both parties, so I don’t need to repeat them at length here. I... (4 pages)View decision -
Decision Reference DRN-5160626
13 Dec 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5160626 The complaint Mrs G complains that Nationwide Building Society cannot tell her now what happened to her savings account between 1997 and 2001, when a large amount of money was withdrawn from her savings. What happened Mrs G has recently rediscovered an old passbook from a sa... (2 pages)View decision -
Decision Reference DRN-5209943
13 Dec 2024 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5209943 The complaint Mr S complains about end of agreement charges that he has been asked to pay by Mercedes-Benz Financial Services UK Limited (“MBFS”). What happened Mr S has been assisted in making his complaint by a family member. But in this decision, for ease, I will simply r... (5 pages)View decision -
Decision Reference DRN-5151255
13 Dec 2024 Santander UK Plc Not upheldMortgagesDRN-5151255 The complaint Mr and Mrs S have questioned the validity of their mortgage with Santander UK Plc (Santander) and complain that it has failed to fully respond to their Data Subject Access Request (DSAR) in this regard. What happened In February 2020, Mr and Mrs S made a DSAR t... (3 pages)View decision -
Decision Reference DRN-4862937
13 Dec 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4862937 The complaint Mr G, through a representative, complains that Bank of Scotland plc trading as Halifax (“Halifax”) have failed to refund money that he lost due to scams. What happened The circumstances of the matter are well known to both parties so I will not go into too much... (3 pages)View decision
