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 158533 results
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Decision Reference DRN-5183354
18 Dec 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-5183354 The complaint Mr L complains about the way Nationwide Building Society (‘Nationwide’) dealt with a failed international money transfer. What happened On 15 May 2024, Mr L sent a payment of £820 from his Nationwide account to an overseas bank account. The receiving bank reje... (3 pages)View decision -
Decision Reference DRN-5031102
18 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5031102 The complaint Miss R complains that Revolut Ltd won’t refund several payments she says she 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. In summary, Miss R responded to an advert s... (8 pages)View decision -
Decision Reference DRN-4943203
18 Dec 2024 Telefonica UK Limited UpheldConsumer CreditDRN-4943203 The complaint Mr R complains that Telefonica UK Limited, trading as O2, didn’t check he could afford the repayments to seven different fixed sum loan agreements he took out with them. What happened In November 2021, Mr R took out a fixed sum loan agreement with Telefonica to... (5 pages)View decision -
Decision Reference DRN-5199040
18 Dec 2024 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5199040 The complaint Mrs Q complains that Stellantis Financial Services UK Limited collected two payments from her after her hire purchase agreement had ended and about the service that she’s received from it. Her husband is also involved in her complaint. What happened I issued a ... (3 pages)View decision -
Decision Reference DRN-4841329
18 Dec 2024 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4841329 The complaint S – a limited company – is represented in its complaint by Mr R, the company’s sole director. Mr R has brought S’ complaint to our service after Clydesdale Bank Plc trading as Virgin Money (hereafter Virgin) declined to refund S’ loss to a scam. What happened T... (3 pages)View decision -
Decision Reference DRN-5087449
18 Dec 2024 eBay Commerce UK Ltd UpheldBanking and PaymentsDRN-5087449 The complaint Mr X complains that eBay Commerce UK Ltd restricted access to his account and won’t pay him the money it’s holding in it. What happened Mr X registered with eBay Commerce in January 2024. Shortly after this, it asked him for some further information to confirm ... (2 pages)View decision -
Decision Reference DRN-5090973
18 Dec 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5090973 The complaint Ms L is being represented by a claims manager. She’s complaining about HSBC UK Bank Plc because it declined to refund money she lost as a result of fraud. What happened Earlier this year, Ms L fell victim to a cruel scam. Someone she’d recently met online and t... (4 pages)View decision -
Decision Reference DRN-5188572
18 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5188572 The complaint Mr W complains that Revolut Ltd won’t refund money he lost when he fell victim to an investment scam. Mr W is being represented by solicitors in this complaint. What happened The detailed background to this complaint is well-known to the parties and has been ... (6 pages)View decision -
Decision Reference DRN-5100129
18 Dec 2024 Think Money Limited UpheldBanking and PaymentsDRN-5100129 The complaint Mr G has complained that Think Money Limited (“Think Money”) no longer shows the payment reference number on his account statements. What happened Think Money updated its app, and one of the changes made was that references for individual transfers no longer ap... (4 pages)View decision -
Decision Reference DRN-5181090
18 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5181090 The complaint Mrs S complains that Santander UK Plc (‘Santander’) acted incorrectly when registering a power of attorney. What happened Mrs S is a joint account holder with a person I’ll call ‘M’ – who, some time ago, had arranged an Enduring Power of Attorney (‘EPA’) showi... (4 pages)View decision
