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 162078 results
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Decision Reference DRN-5090324
7 Feb 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5090324 The complaint B, a partnership, complains that Clydesdale Bank Plc (trading as Virgin Money) won’t refund them for transactions that were made as part of a scam. What happened The background to this complaint is well known to both parties, and largely not in dispute. So I w... (2 pages)View decision -
Decision Reference DRN-5291260
7 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5291260 The complaint Mr M complains that Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened In summary, believing he was investing in cryptocurrency, Mr M made payments of approximately £90,000 to a scammer in September and October ... (3 pages)View decision -
Decision Reference DRN-5311651
7 Feb 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5311651 The complaint Mr O is unhappy with the credit file reporting that Starling Back Limited have made regarding his account. What happened Mr O has a Starling current account with an overdraft facility of £500. In July 2021, Mr O took the balance of his account beyond the agree... (3 pages)View decision -
Decision Reference DRN-5216705
7 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5216705 The complaint Miss G is unhappy with how Barclays Bank UK PLC handled her current account switch after her salary wasn’t paid in as expected. What happened In August 2024 Miss G applied for a current account switch from her provider at the time, to Barclays. The switch was ... (3 pages)View decision -
Decision Reference DRN-4918868
7 Feb 2025 Honda Finance Europe Plc Not upheldConsumer CreditDRN-4918868 The complaint Mr A has complained about the quality of a car provided on finance by Honda Finance Europe Plc trading as Honda Financial Services (Honda). What happened Honda supplied Mr A with a used car on a hire purchase agreement in April 2023. The cash price of the car ... (3 pages)View decision -
Decision Reference DRN-5309154
7 Feb 2025 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-5309154 The complaint Mr H complains about the outcome of a claim he made to American Express Services Europe Limited (AESEL) for a package holiday. What happened The background of this complaint is well-known to both parties. So, I don’t propose to go into detail about this. I wil... (6 pages)View decision -
Decision Reference DRN-5292298
7 Feb 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5292298 The complaint Mrs W complains that she was misled about increasing the mileage allowance for a car that she acquired using a conditional sale agreement with Santander Consumer (UK) Plc trading as MG Motor Financial Services (“SCUK”). What happened Mrs W entered into a condi... (4 pages)View decision -
Decision Reference DRN-4481449
7 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4481449 The complaint Mr B complains that Revolut limited won’t refund him money he lost to a scam. What happened Mr B says he was looking for another income stream when he was approached by someone, over a popular instant messaging application, claiming to represent a well-known re... (3 pages)View decision -
Decision Reference DRN-5252162
7 Feb 2025 Contis Financial Services Limited Not upheldBanking and PaymentsDRN-5252162 The complaint Miss M complains Contis Financial Services Limited trading as Solaris didn’t let her know that her data had been breached for over two months. Miss M complains that she missed a payment on her credit card and all of her other cards had to be cancelled simultane... (3 pages)View decision -
Decision Reference DRN-5308794
7 Feb 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5308794 The complaint Miss M complained because Kroo Bank Ltd refused to refund her for transactions which she said she hadn’t authorised. What happened On 22 February 2024, there were multiple debits to Miss M’s account. These were to two organisations in different countries abroa... (3 pages)View decision
