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 163568 results
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Decision Reference DRN-4882358
19 Mar 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-4882358 The complaint Mr S complains about the way Starling Bank Limited (‘Starling’) handled his chargeback request. What happened Whilst based abroad, Mr S applied for a residency permit to the relevant government department, who I will refer to as ‘T’. He was due to attend a face... (3 pages)View decision -
Decision Reference DRN-5237069
19 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5237069 The complaint Mr W complains that Revolut Ltd did not refund a series of payments he lost to a scam. What happened Mr W found an advert online for a company that could help him invest in cryptocurrency. I’ll refer to them as ‘V’ for the purposes of this decision. Unfortunate... (8 pages)View decision -
Decision Reference DRN-5391645
19 Mar 2025 Bank of Scotland Plc UpheldMortgagesDRN-5391645 The complaint Mr P is unhappy with valuations carried out on three of his buy-to-let (BTL) properties by surveyors appointed by Bank of Scotland plc trading as Birmingham Midshires (referred to here as BM). Mr P is also unhappy about the way BM’s solicitors dealt with two of... (5 pages)View decision -
Decision Reference DRN-5111840
19 Mar 2025 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5111840 The complaint Mr D complains that American Express Services Europe Limited (AESEL) reversed a refund it credited to his account in relation to a dispute over goods not delivered. He would like the money refunded. What happened The details of this complaint are well known to... (2 pages)View decision -
Decision Reference DRN-5407097
19 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5407097 The complaint Mr H complains about the security questions he was asked by HSBC UK Bank Plc when raising a query about his account, and about the various advisers he spoke to when he followed through with the complaint process. What happened Mr H initially contacted HSBC in l... (3 pages)View decision -
Decision Reference DRN-5327702
19 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5327702 The complaint Mr N complains that Lloyds Bank PLC’s ‘use it or lose it’ campaign is discriminatory. What happened Mr N holds a Lloyds credit card. He is unhappy that Lloyds told him that it would close his credit card account if he didn’t either call to say he wanted to keep... (2 pages)View decision -
Decision Reference DRN-5078091
19 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5078091 The complaint Mr C is unhappy that Revolut Ltd won’t reimburse money he lost to a scam. What happened In December 2023, Mr C saw an advert on social media. A famous investor claimed to have made significant amounts of money from trading in cryptocurrency. He responded to t... (11 pages)View decision -
Decision Reference DRN-5400390
19 Mar 2025 Topaz Finance Limited UpheldMortgagesDRN-5400390 The complaint Mr and Mrs V complain that Topaz Finance Limited trading as Hessonite Mortgages has asked them to pay a debt which they believe was settled in 2004. What happened Mr and Mrs V took out a mortgage with Northern Rock in April 2002. There were two parts to this mo... (4 pages)View decision -
Decision Reference DRN-5408094
19 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5408094 The complaint Miss C complains that NewDay Ltd lent irresponsibly when it approved two credit card applications she made and later increased the credit limit. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I... (4 pages)View decision -
Decision Reference DRN-5319525
19 Mar 2025 Plata Finance Limited Not upheldConsumer CreditDRN-5319525 The complaint Mr M complains Plata Finance Limited (at the time trading as Zopa Limited) irresponsibly arranged two unaffordable loans for him. Mr M is represented by a claims management company, but for ease I’ll refer to all submissions as though they are his own. What ha... (4 pages)View decision
