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 170994 results
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Decision Reference DRN-5495133
18 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5495133 The complaint Mr H is complaining that Revolut Ltd didn’t do enough to prevent him from falling victim to an investment scam. The complaint is brought on his behalf by a professional representative but for ease I’ll mainly refer to Mr H here. What happened Mr H says that in ... (3 pages)View decision -
Decision Reference DRN-5599206
18 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5599206 The complaint Mr S complains that AMERICAN EXPRESS SERVICES EUROPE LIMITED (“AESEL”) didn’t handle his chargeback request properly. What happened Mr S booked a five day stay at an overseas hotel in September 2024 at a cost of €2,473.09. Subsequently, this was paid for using ... (3 pages)View decision -
Decision Reference DRN-5702099
18 Jul 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5702099 Complaint Miss N is unhappy that MINI Financial Services (GB) Limited (trading as Mini Financial Services (“Mini FS”)) paid her broker commission for arranging a hire-purchase agreement to facilitate her purchase of a car. She says that any commission was not disclosed to he... (3 pages)View decision -
Decision Reference DRN-5267352
18 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5267352 The complaint Mr N complains National Westminster Bank Public Limited Company (“NatWest”) closed his accounts without explanation and didn’t open him a Basic Bank Account (BBA). Mr N adds that NatWest failed to properly consider his vulnerabilities and provided him with poor... (3 pages)View decision -
Decision Reference DRN-5641160
18 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5641160 The complaint Mr H has complained about the way Barclays Bank UK PLC trading as Tesco Bank dealt with his claim for money back in relation to a purchase he’d made using his credit card. What happened The circumstances surrounding the complaint are well known to the parties ... (3 pages)View decision -
Decision Reference DRN-5692767
18 Jul 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5692767 The complaint Mr M’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to unfair credit relationships with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) decidin... (16 pages)View decision -
Decision Reference DRN-5701632
18 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5701632 THE COMPLAINT Mr S holds/held an account with Revolut Ltd (“Revolut”). Mr S’s complaint is about Revolut’s refusal to reimburse him money he says he lost due to a scam. Mr S is represented by CEL in this matter. However, where appropriate, I will refer to Mr S solely in th... (7 pages)View decision -
Decision Reference DRN-5545340
18 Jul 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5545340 The complaint Miss M complains The Royal Bank of Scotland Plc didn’t deal with her subject access request properly – causing her distress and inconvenience – and mishandled her complaint. What happened Miss M had a packaged bank account with RBS. In February 2025, Miss M com... (2 pages)View decision -
Decision Reference DRN-5615535
18 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5615535 The complaint Mr R complains that National Westminster Bank Public Limited Company (NatWest) unfairly closed his accounts. What happened In April, NatWest wrote to Mr R advising that his accounts would be closed with immediate effect. The letter explained how Mr R can arrang... (2 pages)View decision -
Decision Reference DRN-5701792
18 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5701792 The complaint Ms J is being represented by solicitors. She’s complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Ms J fell victim to a cruel job scam. Her representative has said she was looking for work and w... (5 pages)View decision
