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 157456 results
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Decision Reference DRN-4757648
18 Oct 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4757648 The complaint Miss S complains that Santander UK Plc (Santander) is refusing to refund her the amount she says she lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summar... (2 pages)View decision -
Decision Reference DRN-5041479
18 Oct 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5041479 The complaint Mr W complains Revolut Ltd didn’t do enough to protect him when he fell victim to a safe account scam. What happened Mr W has an account with Revolut and a business account with a bank who I’ll refer to as “B” throughout the rest of this decision. He’s been a c... (2 pages)View decision -
Decision Reference DRN-5087155
18 Oct 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5087155 Complaint Miss A is unhappy that Revolut Ltd didn’t refund her after she fell victim to a job scam. Background In May 2023, Miss A fell victim to a scam. She was approached by someone on a messaging app who offered her a job opportunity. She was told that her role was in sea... (3 pages)View decision -
Decision Reference DRN-5061393
18 Oct 2024 NewDay Ltd Not upheldBanking and PaymentsDRN-5061393 The complaint Mr B complains that NewDay Limited trading as Aqua lent irresponsibly when it approved a credit card he made and later increased the credit limit. What happened Mr B applied for an Aqua credit card in May 2021. In his application, Mr B said he was employed wit... (3 pages)View decision -
Decision Reference DRN-4800059
18 Oct 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4800059 The complaint Miss A complains that Nationwide didn’t do enough to help her when she told it about a dispute she had with a merchant over goods paid for using her Nationwide debit card. What happened Miss A purchased a watch from the merchant (I’ll call “X”) via a third-part... (3 pages)View decision -
Decision Reference DRN-5060185
18 Oct 2024 Bamboo Limited Not upheldConsumer CreditDRN-5060185 The complaint Miss L complains that Bamboo Limited lent irresponsibly when it approved a loan application she made. What happened In January 2020 Miss L applied for a loan of £1,000 with Bamboo. Miss L said she was employed with a net monthly income of £2,500. Miss L also s... (2 pages)View decision -
Decision Reference DRN-4612073
18 Oct 2024 Startline Motor Finance Limited Not upheldConsumer CreditDRN-4612073 The complaint Mr W complains that a vehicle he acquired under a hire purchase agreement financed by Startline Motor Finance Limited (Startline) was of unsatisfactory quality and complains that its original attempts at repairs had failed. What happened Around March 2023, Mr ... (4 pages)View decision -
Decision Reference DRN-5061825
18 Oct 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5061825 The complaint C, a limited company, complains about the service it received from National Westminster Bank Plc after it applied to open a business account. C has been represented in this complaint by its director, Mr E. What happened C applied for an account with NatWest at ... (2 pages)View decision -
Decision Reference DRN-5090129
18 Oct 2024 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5090129 The complaint Mr L complains about charges applied to his overdraft by The Co-operative Bank Plc (Co-op). What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: Mr L has a bank account with Co-op. In January... (3 pages)View decision -
Decision Reference DRN-4622491
18 Oct 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4622491 The complaint Ms G is unhappy that Lloyds Bank PLC has decided not to refund her after she says she was the victim of a scam. What happened In summary, Ms G was contacted by a relative – R, to invest in a business I’ll refer as S. R showed Ms G a website for S, and says he ... (5 pages)View decision
