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 162956 results
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Decision Reference DRN-5483003
16 Jun 2025 Bank of Ireland (UK) Plc Not upheldBanking and PaymentsDRN-5483003 The complaint Mr R complains that Bank of Ireland (UK) Plc trading as Post Office Financial Services (the Post Office) has failed to trace the money he held in a savings account. What happened Mr R had a Post Office ‘instant saver’ account. He has shown us copies of two depo... (2 pages)View decision -
Decision Reference DRN-5290413
16 Jun 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5290413 The complaint Mrs H complains about the outcome of a payment dispute she made to Capital One (Europe) plc (Capital One). What happened In November 2023, Mrs H contracted with a company to perform some works on a drainpipe on her property. I’ll call this company D. Mrs H paid... (3 pages)View decision -
Decision Reference DRN-5553719
16 Jun 2025 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-5553719 The complaint Miss G complains TransUnion International UK Limited has acted unfairly by not disputing information on her credit file, after she asked it to. What happened In October 2024 Miss G contacted TransUnion as she noticed a search on her credit file, from a company... (3 pages)View decision -
Decision Reference DRN-5627291
16 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5627291 The complaint Mr U complains Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened Mr U said he had been interested in trading in cryptocurrency and had used a cryptocurrency provider, I’ll refer to as B, to do so. Mr U told u... (11 pages)View decision -
Decision Reference DRN-5519982
16 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5519982 The complaint Miss O complains that Revolut Ltd won’t refund the money she lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. However, in brief, Miss O fell victim to a safe account scam. She r... (8 pages)View decision -
Decision Reference DRN-5364987
16 Jun 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5364987 The complaint Mr V complains Metro Bank PLC acted unfairly by not refunding a payment he made using his debit card. What happened In September 2024 Mr V booked flights using a company I’ll refer to as O. During this process he also signed up for, what he believed to be a fr... (3 pages)View decision -
Decision Reference DRN-5627309
16 Jun 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5627309 The complaint Ms S complains that Bank of Scotland plc trading as Intelligent Finance (IF), haven’t treated her fairly. She says it was agreed in 2006 that she could let her property out and was charged a fee for this. But she’s since found out that they have charged her 0.5... (4 pages)View decision -
Decision Reference DRN-5416650
16 Jun 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5416650 The complaint Mrs D, via a representative, has complained that J.P. Morgan Europe Limited trading as Chase (“Chase”) failed to refund the money she lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not r... (3 pages)View decision -
Decision Reference DRN-5615497
16 Jun 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5615497 The complaint Miss R complains that NewDay Limited trading as Aqua (NewDay) lent to her irresponsibly. She says NewDay didn’t do enough to check she could afford to repay the lending sustainably. Miss R says that the initial limit and all subsequent limit increases were unaf... (4 pages)View decision -
Decision Reference DRN-5615688
16 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5615688 The complaint Mr A complains that Santander UK Plc didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr A came across ‘R’ (the scammer when he was searching for trading opportunities and he received a call back from them about an invest... (3 pages)View decision
