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 162495 results
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Decision Reference DRN-5122314
19 Feb 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5122314 The complaint Mr E complains that HSBC UK Bank Plc trading as first direct (“HSBC”) won’t refund the money he lost when he was the victim of a scam. What happened In July 2019 Mr E saw an advert about an opportunity to invest in a company (Buy2let/Raedex Consortium Ltd – refe... (9 pages)View decision -
Decision Reference DRN-5341189
19 Feb 2025 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-5341189 The complaint Mr J complains American Express Services Europe Limited (AESEL) mishandled his chargeback claims for goods ordered from an online supplier (which I’ll call “S”). What happened As the parties are already aware of the facts, I’ve only summarised the key events b... (4 pages)View decision -
Decision Reference DRN-5019053
19 Feb 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5019053 The complaint Mr L complains about how Bank of Scotland trading as Birmingham Midshires (BM) dealt with him when his mortgage term expired. What happened Mr L had an interest only mortgage with BM which expired in 2019. He intended to sell the property at the end of the mort... (2 pages)View decision -
Decision Reference DRN-5272889
19 Feb 2025 Omni Capital Retail Finance Limited Not upheldConsumer CreditDRN-5272889 The complaint Miss C complaints that Omni Capital Retail Finance Limited (“Omni”) gave her a loan she couldn’t afford to repay due to being a student and having outstanding debts. What happened In March 2022, Miss C took out an interest free personal loan from Omni for £5,0... (3 pages)View decision -
Decision Reference DRN-4714913
19 Feb 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4714913 The complaint Mr P is being represented by a claims manager. He’s complaining about Wise Payments Limited because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr P fell victim to a number of scams between February 2022 and May 2023. In the i... (4 pages)View decision -
Decision Reference DRN-5338117
19 Feb 2025 Topaz Finance Limited UpheldBanking and PaymentsDRN-5338117 The complaint R - a limited company – has complained about what happened when it was remortgaging some properties it owned that were included within a floating charge held by NRAM. R needed a letter of non-crystallisation (including additional consent for the priority of the... (8 pages)View decision -
Decision Reference DRN-5325090
19 Feb 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5325090 The complaint Mr O complains through a representative that Oodle Financial Services Limited (“Oodle”) gave him a hire purchase agreement without carrying out sufficient affordability checks. What happened In November 2021, Oodle provided Mr O with a hire purchase agreement ... (3 pages)View decision -
Decision Reference DRN-5135994
19 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5135994 The complaint Mr W complains Revolut Ltd recorded a marker against him at Cifas, a national fraud database and closed his account. He doesn’t think it’s treated him fairly. What happened Mr W held a current account with Revolut. On 23 August 2023, the account was credited w... (3 pages)View decision -
Decision Reference DRN-5340956
19 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5340956 The complaint The estate of the late Mr N complains that Revolut Ltd won’t refund money Mr N lost to a scam. Mr N’s estate is represented by a claims management company, for simplicity, I will largely refer to Mr N throughout this decision, even when referencing what the re... (6 pages)View decision -
Decision Reference DRN-5341074
19 Feb 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5341074 The complaint Mrs A’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna 1 (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended)... (9 pages)View decision
