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 157006 results
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Decision Reference DRN-5306988
21 Feb 2025 Lloyds Bank PLC Not upheldMortgagesDRN-5306988 The complaint Mrs L complains that Lloyds Bank PLC trading as Scottish Widows Bank allowed her ex- partner to make changes to their joint mortgage. She asks that Lloyds changes its processes and pays compensation. What happened Mrs L has a joint mortgage with her (now ex) pa... (3 pages)View decision -
Decision Reference DRN-5137105
21 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5137105 The complaint The estate of Mr M complains Barclays Bank UK PLC (“Barclays”) should refund it for unauthorised transactions from Mr M’s account. This complaint has been brought by the late Mr M’s sister on behalf of the estate of Mr M. To keep things simple, and in the hope ... (2 pages)View decision -
Decision Reference DRN-5348436
21 Feb 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5348436 The complaint Ms S complains about how BMW Financial Services (GB) Limited dealt with the overpayment in connection with her car finance agreement and the service it’s given her. What happened In 2015 Ms S acquired a car through a hire purchase agreement taken out with BMW i... (5 pages)View decision -
Decision Reference DRN-5283115
21 Feb 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5283115 The complaint Mr N says Starling Bank Limited (“Starling”) refuses to refund him for transactions on his account he says he didn’t authorise. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. In summary, Mr N has disp... (2 pages)View decision -
Decision Reference DRN-5036177
21 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5036177 The complaint Mr H complains that Revolut Ltd froze the bank account he held with it and unfairly deducted a sum of money. What happened The details of this complaint are well known to both parties, so I will just provide an overview of key events here. Mr H had an account... (3 pages)View decision -
Decision Reference DRN-4854956
21 Feb 2025 EE Limited UpheldConsumer CreditDRN-4854956 The complaint Miss B complains about a fixed sum loan agreement with EE Limited that was used to buy a brand new mobile telephone device. Throughout Miss B’s complaint with us, she has been represented by her partner. But for ease, I’ll just refer to Miss B. What happened In... (3 pages)View decision -
Decision Reference DRN-4926278
21 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4926278 The complaint Ms S complains Revolut Ltd (“Revolut”) asked her partner’s bank to return a payment she had sent him, and then closed her account. Ms S isn’t happy the funds it retracted haven’t been paid to her or her partner. To put things right, Ms S wants Revolut to releas... (3 pages)View decision -
Decision Reference DRN-5255906
21 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5255906 The complaint Mr W complains that Revolut Ltd (Revolut) won’t refund the money he lost as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here, but in summary I understand it to be as follows. Mr W... (10 pages)View decision -
Decision Reference DRN-4835839
21 Feb 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-4835839 The complaint Mr D complains that Nationwide Building Society hasn’t reimbursed him after he reported falling victim to a scam. Mr D is represented in his complaint by solicitors whom I’ll refer to as M. What happened The background to this complaint is well-known to both pa... (3 pages)View decision -
Decision Reference DRN-5336923
21 Feb 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5336923 The complaint Mr P complains that he had difficulties regarding the paying in of a cheque into his TSB Bank plc account and that he had poor customer service and difficulties in subsequent telephone calls. What happened In June 2024, Mr P contacted TSB. This was in respect o... (3 pages)View decision
