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 162953 results
-
Decision Reference DRN-5105225
23 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5105225 The complaint Mrs N complains that Revolut Ltd didn’t protect her from an investment recovery scam. What happened In mid-2022 Mrs N fell victim to two investment scams. In 2023, Mrs N was contacted by someone claiming she was owed a £20,000 refund. Mrs N downloaded screensha... (3 pages)View decision -
Decision Reference DRN-5101395
23 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5101395 The complaint Mr H and Mrs N complain that Barclays Bank UK PLC didn’t do enough to protect their funds when Mrs N fell victim to an investment scam. What happened In mid-2022 Mrs N fell victim to an investment scam. In 2023, Mrs N was contacted by someone claiming she was o... (3 pages)View decision -
Decision Reference DRN-5236618
23 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5236618 The complaint Miss L is unhappy that HSBC UK Bank Plc declined her request to write her balances off on medical grounds. What happened Miss L requested a write off of her overdraft, personal loan and credit card on medical grounds. HSBC declined the request and offered Miss ... (2 pages)View decision -
Decision Reference DRN-5278072
23 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5278072 The complaint Mr B is unhappy with HSBC UK Bank Plc. A payment that had been made into his account for £1,200 was returned to the issuing bank without Mr B’s knowledge or consent. What happened The £1,200 payment arrived in Mr B’s account in January 2024. This money was exp... (3 pages)View decision -
Decision Reference DRN-5283265
23 Jan 2025 National Savings and Investments UpheldBanking and PaymentsDRN-5283265 The complaint Mr M is unhappy with the service he’s received from National Savings and Investments (“NS&I”) surrounding matured account payment requests he made. Mr M is represented in this complaint by his authorised representative, his mother, whom for clarity of refe... (4 pages)View decision -
Decision Reference DRN-5018169
23 Jan 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5018169 The complaint Mr H complains that Capital One (Europe) plc perpetuated unfair relationships with him in relation to three cards it lent him. What happened Capital One provided Mr H with a credit card in September 2011 with a limit of £500 – I’ll refer to this as card one. T... (5 pages)View decision -
Decision Reference DRN-5205209
23 Jan 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5205209 The complaint Mr E complains that Zopa Bank Limited didn’t place a hold on his credit card account while he was in discussions with a debt charity regarding a Debt Management Plan. He also says that Zopa weren’t sympathetic towards him. What happened In August 2024, Mr E co... (2 pages)View decision -
Decision Reference DRN-5251572
23 Jan 2025 Pennyburn Credit Union Limited Not upheldConsumer CreditDRN-5251572 The complaint Mr S complains that Pennyburn Credit Union Limited (PCUL) didn’t tell him it would carry out a credit search when he applied for a loan. Mr S also complains that PCUL required him to submit a GDPR request in writing rather than accepting it verbally. What happ... (3 pages)View decision -
Decision Reference DRN-5214215
23 Jan 2025 Lex Autolease Ltd UpheldConsumer CreditDRN-5214215 The complaint Mr W is unhappy that a car supplied to him under a hire agreement with Lex Autolease Ltd (“LAL”) was of an unsatisfactory quality. Mrs W brought the complaint on behalf of Mr W, so I’ll also refer to her throughout my decision. When I refer to what LAL has sai... (6 pages)View decision -
Decision Reference DRN-5243778
23 Jan 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5243778 The complaint Mr B complains about how Clydesdale Bank Plc trading as Virgin Money (Virgin) reported a default to his credit file. What happened Mr B had a credit card from Virgin. In 2016, he fell into financial difficulty and entered a Debt Management Plan (DMP) with Step... (4 pages)View decision
