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-5128422
10 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5128422 The complaint Mr P is unhappy that Revolut Ltd haven’t refunded money he lost as a result of a 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 events here. Around Septemb... (9 pages)View decision -
Decision Reference DRN-5257697
10 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5257697 The complaint Ms W is unhappy with the level of service Nationwide Building Society provided when she went into branch to enquire about her savings account. What happened Ms W had a savings account with Nationwide that was due to mature. She went into branch the day before ... (2 pages)View decision -
Decision Reference DRN-5068473
10 Mar 2025 Vanquis Bank Limited UpheldBanking and PaymentsDRN-5068473 The complaint Mrs Q has complained Vanquis Bank Limited never properly responded when she complained about being pursued for repayment of a loan she’d never taken out. What happened After receiving correspondence from a debt collection agency, Mrs Q got in touch with Vanquis... (2 pages)View decision -
Decision Reference DRN-5381256
10 Mar 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5381256 The complaint Mr G complains that Bank of Scotland plc trading as Halifax didn’t pay the right amount of interest on his savings account and also about the poor service he received when trying to resolve the issue. What happened I issued my provisional decision on this case ... (3 pages)View decision -
Decision Reference DRN-4954806
10 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4954806 The complaint Mr S complains that Revolut Ltd won’t refund money he lost when he fell victim to a cryptocurrency investment scam. Mr S is being represented by solicitors in this complaint. What happened The detailed background to this complaint is well known to the parties... (9 pages)View decision -
Decision Reference DRN-5383016
10 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5383016 The complaint Mr J complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by a job scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to both part... (5 pages)View decision -
Decision Reference DRN-4529796
10 Mar 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-4529796 The complaint Mrs R and the estate of Mr R’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (th... (27 pages)View decision -
Decision Reference DRN-5382906
10 Mar 2025 Blue Motor Finance Ltd UpheldConsumer CreditDRN-5382906 The complaint Mrs G is unhappy with the amount Blue Motor Finance Ltd (‘BM’) is saying she owes as a result of her ending a finance agreement with it. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here... (6 pages)View decision -
Decision Reference DRN-5380464
10 Mar 2025 Paragon Bank Plc UpheldBanking and PaymentsDRN-5380464 The complaint Mr M complains that he was misled by Paragon Bank PLC into transferring his funds, which were held in an ISA into an ordinary savings account. What happened In December 2024 Mr M sent a message to Paragon with a query about interest rates. Specifically that the... (4 pages)View decision -
Decision Reference DRN-5380608
10 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5380608 The complaint Mr E complains that NewDay Ltd trading as Aquacard was irresponsible in its lending to him. He wants the interest he has paid on his account refunded. What happened Mr E was provided with an Aqua credit card by NewDay in November 2020. The initial credit limit ... (6 pages)View decision
