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 163568 results
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Decision Reference DRN-5305145
5 Feb 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5305145 The complaint Miss W complains that Lloyds Bank PLC (‘Lloyds’) won’t refund money she paid a builder, who hasn’t completed the agreed work. What happened In March 2023, Miss W wanted a builder to fit a new bathroom, windows and doors. She decided to use a builder (who I’ll ... (7 pages)View decision -
Decision Reference DRN-5000092
5 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5000092 The complaint Ms K complains that Revolut Ltd won’t refund money she lost when she fell victim to an investment scam. Ms K is being represented by solicitors in this complaint. What happened The detailed background to this complaint is well known to the parties and has bee... (9 pages)View decision -
Decision Reference DRN-5308861
5 Feb 2025 Project Solar UK Ltd UpheldConsumer CreditDRN-5308861 The complaint Mr Y has complained that Project Solar UK Ltd misled him about the financial benefits he could expect from a solar panel system it sold to him. What happened In November 2023 Mr Y bought a solar panel system (“the system”) from Project Solar using a 126-month ... (3 pages)View decision -
Decision Reference DRN-5233605
5 Feb 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5233605 The complaint Ms D complains that Santander UK Plc didn’t protect her from an investment scam. Ms D is being supported in making her complaint by a representative. But for ease, I’ll only refer to Ms D in this decision. What happened Ms D says that Mr R – who she says was an... (5 pages)View decision -
Decision Reference DRN-5146148
5 Feb 2025 Experian Limited Not upheldConsumer CreditDRN-5146148 The complaint Mr S complains about issues experienced with Experian Limited when trying to access his credit report online. What happened In July 2024 Mr S requested a copy of his credit report from Experian. As part of this process, Experian needed to send Mr S a confirmat... (2 pages)View decision -
Decision Reference DRN-5310186
5 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5310186 The complaint Mr B complains that HSBC Bank Plc (trading as First Direct) blocked the funds in his account, preventing him from completing the purchase of a property. Mr B has appointed two attorneys – his daughters - to manage his affairs and they have brought this complai... (5 pages)View decision -
Decision Reference DRN-4666726
5 Feb 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4666726 The complaint Mr I has complained about how Bank of Scotland plc (BOS) handled his chargeback claim. What happened I issued a provisional decision about this complaint on 18 December 2024, which set out the background to this complaint: “On 13 September 2023, Mr I purchased ... (5 pages)View decision -
Decision Reference DRN-5112599
5 Feb 2025 GPUK LLP Not upheldBanking and PaymentsDRN-5112599 The complaint A company, which I’ll refer to as C, complains that GPUK LLP (trading as Global Payments (GP)) has charged it excessive Payment Card Industry Data Security Standard (PCI DSS) charges, which it would like refunded. Mrs C, a director of C, brings the complaint o... (4 pages)View decision -
Decision Reference DRN-4866926
5 Feb 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-4866926 The complaint Mr P complains that Nationwide Building Society will not refund money which he transferred from his account when he fell victim to an investment scam. What happened In January and February 2024 Mr P made transfers totalling over £3,000 from his Nationwide Flex ... (2 pages)View decision -
Decision Reference DRN-5306459
5 Feb 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5306459 The complaint Mr P complains about a credit agreement he took out with Creation Consumer Finance Ltd in relation to some home energy improvements. More specifically, that Creation did not accept his claims under s.75 and s.140A of the Consumer Credit Act. What happened The b... (8 pages)View decision
