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-5402191
18 Mar 2025 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-5402191 The complaint Mr B complains The Co-operative Bank Plc couldn’t find an old account and gave poor service when responding to a data subject access request (dSAR). What happened Mr B was involved in a court case, and he needed to provide the court with proof of his finances... (3 pages)View decision -
Decision Reference DRN-5334840
18 Mar 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5334840 The complaint Mrs T is unhappy that Nationwide Building Society has declined to refund transactions from her account that she says she didn’t authorise. What happened Mrs T previously raised a complaint with Nationwide in relation to Automated Teller Machine (ATM) withdrawal... (3 pages)View decision -
Decision Reference DRN-5224555
18 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5224555 The complaint Ms M has complained that Revolut Ltd failed to process chargebacks on a number of transactions she disputed and that it also failed in its duty of care to her as a vulnerable consumer. Background Ms M requested chargebacks on 357 transactions totalling £2,999.0... (4 pages)View decision -
Decision Reference DRN-5355959
18 Mar 2025 Curve UK Limited UpheldBanking and PaymentsDRN-5355959 The complaint Miss C complains that Curve UK Limited (“Curve”) failed to make her aware of the cancellation fee when she signed up to its wallet subscription plan. What happened Miss C signed up to a Curve wallet subscription plan online. When taking out the product at the ... (3 pages)View decision -
Decision Reference DRN-5400957
18 Mar 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5400957 Complaint Mr W complains that BMW Financial Services (GB) Limited (“BMW FS”) unfairly entered into a hire-purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable for him and so he shouldn’t have been lent to. Mr W is represented ... (6 pages)View decision -
Decision Reference DRN-5400996
18 Mar 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5400996 Complaint Mr W complains that BMW Financial Services (GB) Limited (“BMW FS”) unfairly entered into a hire-purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable for him and so he shouldn’t have been lent to. Mr W is represented ... (6 pages)View decision -
Decision Reference DRN-5197287
18 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5197287 The complaint Miss M is unhappy that Wise Payments Limited won’t refund a payment made because of a scam. What happened Miss M’s relative was the victim of an investment scam, which involved Miss M opening an account with Wise and sending a payment to someone for £3,500.00 i... (2 pages)View decision -
Decision Reference DRN-5158709
18 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5158709 The complaint Mr S complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an investment 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 b... (5 pages)View decision -
Decision Reference DRN-5339323
18 Mar 2025 Leeds Building Society Not upheldBanking and PaymentsDRN-5339323 The complaint Mr A complains that Leeds Building Society (“LBS”) won’t allow him to keep his second home saver account open when it was LBS’s error that allowed him to open multiple accounts. Mr A believes because he did nothing wrong and LBS approved all his applications, t... (3 pages)View decision -
Decision Reference DRN-5051165
18 Mar 2025 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5051165 The complaint Mr T complains about the way American Express Services Europe Limited (AESEL) dealt with a claim he submitted relating to transactions on his charge card account. More specifically Mr T is unhappy that AESEL did not uphold his claim and provide a refund of the ... (3 pages)View decision
