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-5309217
28 Feb 2025 Black Horse Limited UpheldConsumer CreditDRN-5309217 The complaint Ms D, on behalf of the estate of Mrs D complains that Black Horse Limited was irresponsible in its lending to the late Mrs D. What happened This complaint was initially brought to this service by Mrs D represented by a family member, Ms D. However, Mrs D has si... (4 pages)View decision -
Decision Reference DRN-5102262
28 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5102262 The complaint Mr S has complained that Revolut Ltd (“Revolut”) failed to protect him from falling victim to cryptocurrency-related investment scam, and hasn’t refunded what he lost. What happened The background of this complaint is already known to both parties, so I won’t ... (5 pages)View decision -
Decision Reference DRN-5364091
28 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5364091 The complaint Miss B is unhappy with Barclays Bank UK PLC. Miss B paid in a cheque to her account for £125,000.00 Unfortunately, Barclays credited her account with only £125.00. Miss B would like Barclays to pay the full amount of the cheque into her account. Miss B has inv... (4 pages)View decision -
Decision Reference DRN-5245823
28 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5245823 The complaint I, a limited company, complains that National Westminster Bank Plc (NatWest) didn’t pay a refund after it reported falling victim to a scam. This complaint has been made by Mr W, who is a director of I. For simplicity’s sake, I’ve generally referred to Mr W in ... (2 pages)View decision -
Decision Reference DRN-5245782
28 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5245782 Complaint Mr W is unhappy that National Westminster Bank Plc (NatWest) didn’t reimburse him after he told it he’d fallen victim to a scam. Background The background to this case is well known to the parties, so I’ll only summarise the key facts here. In June 2023, Mr W fell ... (2 pages)View decision -
Decision Reference DRN-5094819
28 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5094819 The complaint Mrs K’s complaint is about Revolut Ltd’s refusal to reimburse her money she says she lost due to a scam. Mrs K is represented by Wealth Recovery Solicitors in this matter. However, where appropriate, I will refer to Mrs K solely in this decision for ease of re... (4 pages)View decision -
Decision Reference DRN-4865831
28 Feb 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4865831 The complaint Mr S is unhappy that Santander UK Plc declined a Section 75 claim that he made. What happened In January 2023, Mr S booked a holiday via a well-known holiday provider for his family and himself and paid the holiday cost of approximately £1,800 using his Santand... (3 pages)View decision -
Decision Reference DRN-5363475
28 Feb 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5363475 The complaint Mr T complains about how Healthcare Finance Limited (‘HFL’) responded to a claim made to it in respect of dental treatment paid for using the fixed sum loan it provided. What happened While I might not comment on everything (only what I consider key) this is no... (7 pages)View decision -
Decision Reference DRN-5218379
28 Feb 2025 Santander UK Plc Not upheldMortgagesDRN-5218379 The complaint M and Mrs L complain that Santander UK Plc unfairly refused their application to port their mortgage product to a new property. As a result, they incurred an early repayment charge (“ERC”) when they moved. What happened Mr and Mrs L had a mortgage and a fixed r... (3 pages)View decision -
Decision Reference DRN-5089692
28 Feb 2025 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5089692 The complaint Mr K has complained about the way American Express Services Europe Limited (“AESEL”) dealt with his request for money back. What happened In August 2022 Mr K paid around £1,500 using his AESEL credit card for dental treatment from a supplier I’ll call “S”. Mr ... (4 pages)View decision
