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-5215908
3 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5215908 The complaint Mr G 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 G fell victim to a cruel investment scam. He says he was introduced to the idea of cryptocurren... (4 pages)View decision -
Decision Reference DRN-5365937
3 Mar 2025 Omni Capital Retail Finance Limited UpheldConsumer CreditDRN-5365937 The complaint and what happened Mr C has complained about Omni Capital Retail Finance Limited’s response to a claim he made under Section 75 (‘s.75’) of the Consumer Credit Act 1974 (the ‘CCA’). I’ve included relevant sections of my provisional decision from February 2025, ... (6 pages)View decision -
Decision Reference DRN-4871313
3 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4871313 The complaint C, a limited company, complains that Lloyds Bank PLC (‘Lloyds’) hasn’t refunded all the money it lost, after it was the victim of an authorised push payment (‘APP’) scam. What happened The circumstances of the complaint are well known to both parties. As a resu... (5 pages)View decision -
Decision Reference DRN-5338151
3 Mar 2025 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-5338151 The complaint Mr H complains that American Express Services Europe Ltd (‘AESEL’) closed his credit card account and won’t say why. He also complains he didn’t receive a cashback amount due to him. Mr H wants to know why his account was closed and for it to be reinstated if ... (2 pages)View decision -
Decision Reference DRN-5366113
3 Mar 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5366113 The complaint A company, which I’ll refer to as R, complains that Santander UK Plc won’t reimburse it after it lost money to an investment – that it now considers to have been a scam. Mr S, who is a director of R, brings the complaint on R’s behalf via a family representativ... (11 pages)View decision -
Decision Reference DRN-5323341
3 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5323341 The complaint Mr S is unhappy with how Barclays Bank UK plc trading as Barclaycard (‘Barclaycard’) handled his request to close his credit card account. Mr S would like Barclaycard to increase the amount of compensation they’ve offered to him. What happened In August 2024 ... (3 pages)View decision -
Decision Reference DRN-5281301
3 Mar 2025 Western Circle Ltd Not upheldConsumer CreditDRN-5281301 The complaint Mr R complains Western Circle Ltd trading as Cashfloat (Cashfloat) failed to carry out sufficient income verification and affordability checks before it granted a short-term loan. What happened Mr R says he took out a short-term loan of £400 with Cashfloat in J... (3 pages)View decision -
Decision Reference DRN-5187712
3 Mar 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5187712 The complaint A company, which I will refer to as C, complains that National Westminster Bank Plc acted unfairly when it sent overdraft documentation with incorrect interest rates. (I want to stress that this decision is solely about the overdraft documentation, and not abo... (2 pages)View decision -
Decision Reference DRN-4939424
3 Mar 2025 American Express Services Europe Limited (AESEL) Not upheldBanking and PaymentsDRN-4939424 The complaint Mr D, who is represented by Mrs D, complains that American Express Services Europe Limited (AESEL) rejected his claim under section 75 Consumer Credit Act 1974 (“s.75”). What happened Mr D ordered a family photograph in print form from the merchant. Mrs D has e... (2 pages)View decision -
Decision Reference DRN-5366003
3 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5366003 The complaint Miss T complains that Monzo Bank Ltd didn’t do enough to prevent her from falling victim to a scam, and hasn’t reimbursed her for the funds she lost to the scam. The complaint has been brought on Miss T’s behalf by a professional representative. What happened T... (4 pages)View decision
