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 162957 results
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Decision Reference DRN-5119383
3 Mar 2025 Black Horse Limited Not upheldConsumer CreditDRN-5119383 Complaint Mr V complains that Black Horse Limited (“Black Horse”) unfairly entered into a hire- purchase agreement with him. He’s said that the finance was unaffordable which resulted in him getting behind on his priority bills and he was never able to recover financially. ... (4 pages)View decision -
Decision Reference DRN-5248577
2 Mar 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5248577 The complaint Mr H complains that Starling Bank Limited (“Starling”) failed to refund a transaction he didn’t recognise. What happened Mr H explained he was abroad and sat outside a restaurant when he noticed his phone was gone from beside him. One of his friends saw the per... (4 pages)View decision -
Decision Reference DRN-5052496
2 Mar 2025 PSI-Pay Ltd UpheldBanking and PaymentsDRN-5052496 The complaint Mrs R complains that PSI-Pay Ltd (“Pockit”) failed to refund transactions she didn’t recognise. What happened Mrs R explained that she received three payment notifications from Pockit that she didn’t recognise. These payments were for increasingly large amounts... (3 pages)View decision -
Decision Reference DRN-5242651
1 Mar 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5242651 The complaint Miss W complains that Clydesdale Bank Plc trading as Virgin Money didn’t do enough to protect her from the financial harm caused by an advance fee scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background ... (3 pages)View decision -
Decision Reference DRN-5150479
28 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5150479 The complaint Mr P complains about Revolut Ltd. He says that Revolut didn’t do enough to protect him when he fell victim to three separate scams between June and November 2023. This decision deals with the second scam. What happened Mr P came across another advert for a c... (3 pages)View decision -
Decision Reference DRN-5340985
28 Feb 2025 Lex Autolease Ltd UpheldConsumer CreditDRN-5340985 The complaint Mr P complains that a car he hired via a credit agreement with Lex Autolease Ltd isn’t fit for purpose. He wants to terminate the agreement without incurring any charges and also be compensated for having to deal with the faulty car. What happened In June 2021 ... (4 pages)View decision -
Decision Reference DRN-4950259
28 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4950259 The complaint Mr K complains about Revolut Ltd. He says that Revolut didn’t do enough to protect him when he became the victim of a scam and would like it to refund him the money he has lost as a result. What happened Mr K was looking for work and had provided his informat... (3 pages)View decision -
Decision Reference DRN-4786892
28 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4786892 The complaint Mrs H and Mrs M complain about Barclays Bank UK PLC. They say that Barclays should refund them for a scam Mrs H fell victim to. Although the account the payments were made from is in joint names, I will refer to Mrs H throughout the decision as it was Mrs H th... (4 pages)View decision -
Decision Reference DRN-5305359
28 Feb 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5305359 The complaint Mr B is unhappy with Santander UK Plc. Mr B wanted to order a new chequebook. But as he didn’t have a mobile phone he wasn’t able to receive a One Time Passcode (OTP). Mr B said he had to call Santander and in total the process took him around 60 minutes. Mr B ... (3 pages)View decision -
Decision Reference DRN-5167835
28 Feb 2025 Nationwide Building Society Not upheldMortgagesDRN-5167835 The complaint Mr W complains that Nationwide Building Society didn’t repossess a property he owned jointly with his former partner quickly enough and then sold the property at an undervalue by private sale rather than at auction. What happened Mr W and his former partner own... (3 pages)View decision
