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-5296719
11 Feb 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5296719 The complaint Mr C has complained that The Co-operative Bank Plc (“Co-op Bank”) had deregistered him for breakdown cover, when he was paying for cover through his Privilege Premier packaged bank account. What happened Mr C contacted the breakdown provider for breakdown cover... (2 pages)View decision -
Decision Reference DRN-4767495
11 Feb 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4767495 The complaint Mr W’s complaint is, in essence, that Shawbrook Bank Limited (‘Shawbrook’) acted unfairly and unreasonably by deciding against paying a claim under Section 75 of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What happened Mr W and the late Mrs W were l... (3 pages)View decision -
Decision Reference DRN-5314735
11 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5314735 The complaint Mr D is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr D fell victim to a cryptocurrency investment scam. He says he found an advert on social media p... (10 pages)View decision -
Decision Reference DRN-5199567
11 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5199567 The complaint Mr J complains that Revolut Ltd failed to protect him when he fell victim to a cryptocurrency investment scam. Mr J is represented by solicitors in this complaint. What happened The detailed background to this complaint is well known to both parties and has b... (11 pages)View decision -
Decision Reference DRN-5323571
11 Feb 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5323571 The complaint Mr and Mrs F’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (5 pages)View decision -
Decision Reference DRN-5165970
11 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5165970 The complaint Mrs A is unhappy Revolut Ltd (“Revolut”) won’t reimburse her for the money she lost when she fell victim to a scam. What happened The details and facts of this case are well-known to both parties, so I don’t need to repeat them at length here. In short, Mrs A s... (4 pages)View decision -
Decision Reference DRN-4850898
11 Feb 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-4850898 The complaint Mr T is unhappy that J.P. Morgan Europe Limited trading as Chase restricted and closed his account without notice. What happened The details of the complaint are well known to both parties so I won’t repeat them again here in detail. Instead I’ll focus on sett... (3 pages)View decision -
Decision Reference DRN-5322268
11 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5322268 The complaint Mr W complains that Monzo Bank Ltd unfairly holds him liable for a charge on his account for a higher amount than he agreed. What happened Whilst in Cancun, Mr W noticed he’d been overcharged for headache tablets. Mr W opened a dispute with Monzo once he beca... (2 pages)View decision -
Decision Reference DRN-5272503
11 Feb 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5272503 The complaint Mr A complains that Clydesdale Bank Plc has not refunded a credit card payment after incorrect items were delivered to him. Clydesdale Bank operates in this case under its Virgin Money brand. What happened At the end of December 2023 Mr A bought two mobile hand... (3 pages)View decision -
Decision Reference DRN-5323391
11 Feb 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5323391 The complaint Mr B complains that Capital One (Europe) plc acted unfairly in selling his account to a third- party debt collection agency. What happened My provisional decision of 5 February 2025 set out the background to this complaint: Mr B opened his credit card account w... (4 pages)View decision
