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-5363484
28 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5363484 The complaint Miss S complains Revolut Ltd won’t reimburse money she lost when she fell victim to a scam. What happened In April 2023 Miss S came across a success story on social media involving crypto trading with an organisation I will refer to as C. She researched into t... (10 pages)View decision -
Decision Reference DRN-5017352
28 Feb 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5017352 The complaint Mrs K is unhappy with how Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (Novuna) handled a quality of goods claim she made to them. What happened Mrs K purchased a sofa from a supplier I shall call ‘R’ in December 2022. This was taken out unde... (3 pages)View decision -
Decision Reference DRN-5299674
28 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5299674 The complaint Mrs W complains that Lloyds Bank PLC delayed the completion of the Additional Permitted Subscription (APS) process for her cash ISA resulting in financial loss and distress. What happened Mrs W is represented in this complaint by her daughter. An application w... (4 pages)View decision -
Decision Reference DRN-5288692
28 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5288692 The complaint Mr B is unhappy that the travel insurance element of a packaged bank account he has with Barclays Bank UK PLC was cancelled when he reached the age of 80. What happened In June 2024, Mr B was notified that he was no longer eligible for the travel insurance poli... (2 pages)View decision -
Decision Reference DRN-5363322
28 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5363322 The complaint Ms A complains that Revolut Ltd failed to protect her when she was falling victim to a scam and hasn’t reimbursed her loss since reporting it. What happened I issued a provisional decision (PD) for Ms A’s complaint on 14 February 2025 and both parties have had ... (11 pages)View decision -
Decision Reference DRN-5224056
28 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5224056 The complaint Mrs E complains that Barclays Bank UK PLC has closed her account and recorded information about her with the Credit Industry Fraud Avoidance System (“CIFAS”). She is also unhappy that Barclays returned funds she received. What happened In 2020, Mrs E received a... (2 pages)View decision -
Decision Reference DRN-5363317
28 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5363317 The complaint Mr S is unhappy about Barclays Bank UK PLC decision to close his account and register two fraud markers against his name. What happened Mr S held an account with Barclays. In January 2023, Barclays carried out a review on the account and asked Mr S for some fur... (3 pages)View decision -
Decision Reference DRN-5347133
28 Feb 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5347133 The complaint Ms L complains that CA AUTO FINANCE UK LTD (“CA”) entered into a Personal Contract Purchase agreement (PCP) with her without carrying out an affordability assessment. What happened In June 2023, CA supplied Ms L with a used car through a PCP agreement. The pri... (3 pages)View decision -
Decision Reference DRN-5112278
28 Feb 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5112278 The complaint Mr and Mrs B complain that Bank of Scotland plc has treated them unfairly in relation to the term of their mortgage ending. They specifically say that they’ve been charged an unfair rate of interest on their mortgage since their fixed rate deal ended in 2016 an... (5 pages)View decision -
Decision Reference DRN-5307872
28 Feb 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5307872 The complaint Mr I complains he was unable to make a payment from his Nationwide Building Society (‘Nationwide’) account and about the service he received in connection with this. What happened Mr I called Nationwide and asked to pay £900 from his Nationwide account to anot... (3 pages)View decision
