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 157456 results
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Decision Reference DRN-5040089
4 Dec 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5040089 The complaint Mr T has complained about the way that National Westminster Bank Plc (NatWest) handled a fraud claim. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. Mr T raised a fraud claim for a transaction of around £250. Due to... (2 pages)View decision -
Decision Reference DRN-5092830
4 Dec 2024 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5092830 The complaint Mr M complains that American Express Services Europe Limited (“Amex”) closed his credit card accounts without notice or explanation and that, as a result, he has missed out on loyalty points. He says too that those points were not transferred correctly, and tha... (2 pages)View decision -
Decision Reference DRN-5190177
4 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5190177 The complaint Mr P complains that HSBC UK Bank Plc (“HSBC”) hasn’t protected him from losing money to an investment scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr P has explained th... (3 pages)View decision -
Decision Reference DRN-5182134
4 Dec 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-5182134 The complaint Mr J complains that Starling Bank Limited failed to robustly process his chargeback claim for items he says he returned. What happened On 26 April 2024, Mr J says he made a return request for three items he purchased from an online retailer. The retailer instr... (2 pages)View decision -
Decision Reference DRN-4767533
4 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4767533 The complaint Mr W complains Barclays Bank UK PLC didn’t do enough to protect him when he fell victim to a cryptocurrency investment scam. What happened Mr W has an account with Barclays and a cryptocurrency wallet. He also has an account with another business who I’ll refer... (3 pages)View decision -
Decision Reference DRN-4767615
4 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4767615 The complaint Mr W complains Revolut Ltd didn’t do enough to protect him when he fell victim to a cryptocurrency investment scam. What happened Mr W has an account with Revolut which he opened in October 2022 and a cryptocurrency wallet which he’s had for some time. He also ... (2 pages)View decision -
Decision Reference DRN-5171888
4 Dec 2024 Shawbrook Bank Limited UpheldConsumer CreditDRN-5171888 The complaint Mr and Mrs H’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What happe... (22 pages)View decision -
Decision Reference DRN-5133748
4 Dec 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5133748 The complaint Mr W complains about the service he received from Clydesdale Bank Plc trading as Virgin Money when he called to query the balance on his account. What happened On 3 January 2024 Mr W called Virgin Money to query whether he owed any money on his account. He said... (3 pages)View decision -
Decision Reference DRN-4732717
4 Dec 2024 First Response Finance Ltd Not upheldConsumer CreditDRN-4732717 Complaint Miss T has complained about the quality of a car that First Response Limited (“First Response”) supplied to her through a hire-purchase agreement. Background In December 2023, First Response provided Miss T with finance for a used car. The car was just over seven ... (5 pages)View decision -
Decision Reference DRN-4924016
4 Dec 2024 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-4924016 The complaint Miss B complains about the handling of her account by Shop Direct Finance Company Limited trading as very (Shop Direct). What happened On 7 March 2022, Miss B purchased an iPhone 13 from Shop Direct on Buy Now Pay Later terms. Full payment was due by 27 March 2... (3 pages)View decision
