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 171072 results
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Decision Reference DRN-5646259
31 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5646259 The complaint Mr I has complained about the way American Express Services Europe Limited (“AMEX”) dealt with a claim for money back in relation to a stately home stay he paid for with credit it provided. What happened In October 2024, Mr I used his AMEX credit card to pay f... (3 pages)View decision -
Decision Reference DRN-5727865
31 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5727865 The complaint Mr G is complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr G fell victim to a cruel impersonation scam. He was contacted by a scammer claiming to be from his bank’s security team who said his ... (6 pages)View decision -
Decision Reference DRN-5622379
31 Jul 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5622379 The complaint Miss J complains that Gain Credit LLC trading as Drafty (“Drafty”) gave her a line of credit without carrying out the appropriate affordability checks. What happened Miss J was granted a running credit facility by Drafty on 30 June 2022. This was for £800 and ... (6 pages)View decision -
Decision Reference DRN-5727770
31 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5727770 The complaint Mrs N has complained about the way American Express Service Europe Limited (“AMEX”) dealt with a claim for money back in relation to a villa she paid for with credit it provided. What happened In March 2024, Mrs N used her AMEX credit card to pay the deposit f... (7 pages)View decision -
Decision Reference DRN-5584606
31 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5584606 The complaint Ms R is being represented by solicitors. She’s complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Ms R fell victim to a cruel investment scam. After responding to an advert on social media, she ... (6 pages)View decision -
Decision Reference DRN-5712505
31 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5712505 The complaint Mr M complains Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened Mr M said he received multiple cold calls about an investment and while he wasn’t interested to begin with, he later took the call. He said he w... (3 pages)View decision -
Decision Reference DRN-5726891
31 Jul 2025 Leeds Building Society Not upheldMortgagesDRN-5726891 The complaint Mr B is unhappy with the service he has received from Leeds Building Society in relation to his mortgage. He said his mortgage is joint with his ex-partner and excess funds from the remortgage were transferred to her account without his knowledge. Mr B said he ... (4 pages)View decision -
Decision Reference DRN-5727639
31 Jul 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5727639 The complaint Mr V’s complaint is, in essence, that Mitsubishi HC Capital UK Plc, trading as Novuna Consumer Finance (‘the Lender’), acted unfairly and unreasonably by (1) deciding against paying a claim made under Section 75 of the Consumer Credit Act 1974 (‘CCA’), (2) bein... (5 pages)View decision -
Decision Reference DRN-5642789
31 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5642789 The complaint Miss G is unhappy with several aspects of the service that she’s received from NewDay Ltd. What happened Miss G was unhappy with the service she’d received from NewDay surrounding a payment she’d made to NewDay that NewDay hadn’t acknowledged and which was miss... (3 pages)View decision -
Decision Reference DRN-5633780
31 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5633780 The complaint Mrs B, via a representative, has complained that Revolut Ltd (“Revolut”) failed to refund the money she lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. ... (3 pages)View decision
