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 164078 results
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Decision Reference DRN-5431457
27 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5431457 The complaint Miss M complains Nationwide Building Society (“Nationwide”) provided her with an overdraft and multiple increases that she struggled to repay. She has said that her wage did not increase in line with the overdraft, and this eventually led to her never being in ... (4 pages)View decision -
Decision Reference DRN-5356386
27 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5356386 The complaint Mrs F’s complaint is that Vanquis Bank Limited acted irresponsibly when it provided her with a credit card on 18 May 2019. To settle the complaint Mrs F would like Vanquis to refund all interest fees and charges on the account, plus 8% interest, and pay compens... (3 pages)View decision -
Decision Reference DRN-5431402
27 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5431402 The complaint Mr S complains HSBC UK Bank Plc caused him distress and inconvenience when he tried to close a savings account. What happened Mr S had four accounts with HSBC, including a current account and two savings accounts, at the time of this complaint. Mr S says he con... (2 pages)View decision -
Decision Reference DRN-4937002
27 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4937002 The complaint Mr K complains that Revolut Ltd won’t refund the money he lost when he was the victim of a scam. What happened Several years ago, Mr K saw some information online about trading. He entered his contact details on a website to register his interest and then rece... (11 pages)View decision -
Decision Reference DRN-5385857
27 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5385857 The complaint Mrs K complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. Mrs K is being represented by a third party. To keep things simple, I will refer to Mrs K throughout my decision. What happened The background of t... (5 pages)View decision -
Decision Reference DRN-5003264
27 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5003264 The complaint Miss B complains that Wise Payments Limited, trading as Wise, won’t refund the money she lost when she was the victim of a scam. What happened In March 2023, Miss B received a text message from someone who said they worked for a travel agent and had a potentia... (3 pages)View decision -
Decision Reference DRN-5388356
27 Mar 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5388356 Complaint Mr W complains that Mercedes-Benz Financial Services UK Limited (Mercedes Benz Financial Services “MBFS”) unfairly entered into a hire-purchase agreement with him. He’s said that proportionate checks would have shown that the finance was unaffordable for him and th... (5 pages)View decision -
Decision Reference DRN-4956144
27 Mar 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4956144 The complaint Mr T complains about a used car he acquired through a hire purchase agreement with BMW Financial Services (GB) Limited trading as Alphera (‘Alphera’). Mr T says that the vehicle was mis-sold. He says he was not told that a missing service in the cars service h... (4 pages)View decision -
Decision Reference DRN-5302613
26 Mar 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5302613 The complaint Mr S has complained that Starling Bank Limited (“Starling”) failed to provide him with a copy of a letter when he asked for one to be sent to him. Mr S says that the staff members who dealt with his request were rude. What happened Mr S contacted Starling to as... (2 pages)View decision -
Decision Reference DRN-5110298
26 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5110298 The complaint Mr L has complained about how Barclays Bank UK PLC handled his claim about a disputed transaction. What happened Mr L was charged £850 by a third party airline, which was taken from his Barclays account. He’s explained he didn’t recognise the charge. He raised ... (2 pages)View decision
