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 162956 results
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Decision Reference DRN-5358487
4 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5358487 The complaint Mr B complains that HSBC UK Bank plc trading as first direct refused to accept written communication from him when he wanted to set up a cash withdrawal. What happened In August 2024 Mr B contacted first direct’s online chat service, as he wanted to make a cash... (2 pages)View decision -
Decision Reference DRN-5353519
4 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5353519 The complaint Ms M says Revolut Ltd (“Revolut”) refuses to refund her for transactions on her account she says she didn’t authorise. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In summary, Ms M says she was... (2 pages)View decision -
Decision Reference DRN-5370437
4 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5370437 The complaint Miss A complains that Revolut Ltd failed to refund her for a transaction she made on her debit card, to a business I’ll refer to as “the merchant”. What happened Miss A purchased a television subscription package from a television service provider (the merchan... (3 pages)View decision -
Decision Reference DRN-4904710
4 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4904710 The complaint Ms H says Revolut Ltd (“Revolut”) refuses to refund to her for a transaction on her account she says she didn’t make. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In summary, Ms H says a transa... (3 pages)View decision -
Decision Reference DRN-5287811
4 Mar 2025 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-5287811 The complaint Mr J complains that Frasers Group Financial Services Limited trading as Studio was irresponsible in its lending to him. He wants all interest and charges refunded along with statutory interest and the adverse information removed from his credit file. Mr J is re... (3 pages)View decision -
Decision Reference DRN-5137814
4 Mar 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5137814 The complaint Miss W has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which she paid for with credit it provided. What happened In July 2023, Miss W entered into a fixed sum loan agreement with... (5 pages)View decision -
Decision Reference DRN-4732576
4 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4732576 The complaint Mrs S complains that Barclays Bank UK PLC did not reimburse all of the funds she lost as part of a scam. What happened Mrs S was introduced to an investment opportunity through an online friend she had known since 2016. The investment was with a company I’ll ca... (4 pages)View decision -
Decision Reference DRN-5064922
4 Mar 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5064922 The complaint A limited company, which I’ll refer to as ‘S’, is unhappy that National Westminster Bank Plc (“NatWest”) has moved to default its Bounce Back Loan (“BBL”). S’s complaint is brought to this service by its director, whom I’ll refer to as ‘Ms F’. What happened In ... (3 pages)View decision -
Decision Reference DRN-5312538
4 Mar 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5312538 The complaint Mrs M complains that TSB Bank Plc mishandled her cash ISA transfer leading to delays and lost interest. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving my reasons for m... (2 pages)View decision -
Decision Reference DRN-4877382
4 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-4877382 The complaint Mr S says Nationwide Building Society (“Nationwide”) has unfairly charged him interest on his credit card balances, and often gave him incorrect information about the balance due on his account. What happened Mr S has provided a lot of information in support of... (4 pages)View decision
