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 128535 results
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Decision Reference DRN-4847776
12 Jun 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4847776 The complaint Mrs S is unhappy that Revolut Ltd won’t reimburse money she lost to a scam. What happened On 8 May 2024, I issued my provisional decision on this complaint. I wanted to give both parties a chance to provide any more evidence and arguments before I issued my final ... (13 pages)View decision -
Decision Reference DRN-4847826
12 Jun 2024 Computershare Investor Services Plc UpheldInvestmentsDRN-4847826 The complaint Mr O has complained that Computershare Investor Services Plc (‘CIS’) misinformed him about action required on his save as you earn (‘SAYE’) share save scheme after he was made redundant by his employer. He would like to be compensated for this. Mr O has also compl... (9 pages)View decision -
Decision Reference DRN-4785055
12 Jun 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4785055 The complaint Ms N is unhappy that Revolut Ltd won’t reimburse money she lost as a result of a scam. What happened On 5 May 2024, I issued my provisional decision on this complaint. I wanted to give both parties a chance to provide any more evidence and arguments before I issue... (9 pages)View decision -
Decision Reference DRN-4847566
11 Jun 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4847566 The complaint Miss I has complained that Lloyds Bank PLC won’t refund the money she lost after falling victim to a scam. What happened Miss I was recommended a cryptocurrency investment firm by a friend. She said she did not do any further research. In early 2023, Miss I made a... (4 pages)View decision -
Decision Reference DRN-4847524
11 Jun 2024 Metro Bank PLC UpheldBanking and PaymentsDRN-4847524 The complaint Mrs S has complained that Metro Bank PLC won’t refund the money she lost after falling victim to a scam. What happened In late 2023, Mrs S was cold called by a scammer from a UK number she didn’t recognise. The scammer sounded like a family member of hers from Asi... (4 pages)View decision -
Decision Reference DRN-4847407
11 Jun 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4847407 The complaint Mr C complains that Santander UK Plc are holding him liable for a credit card account he says he didn’t open himself. What happened Mr C says he fell victim to a romance scam after he met someone I’ll refer to as ‘the scammer’ on social media. Mr C understood the ... (5 pages)View decision -
Decision Reference DRN-3996500
11 Jun 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-3996500 The complaint Mr N has complained about the way Creation Consumer Finance Ltd (“Creation”) responded to claims he’d made in relation to misrepresentation, breach of contract, and an alleged unfair relationship taking into account section 140A (“s140A”) of the Consumer Credit Ac... (5 pages)View decision -
Decision Reference DRN-4780811
11 Jun 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4780811 The complaint Mrs H complains that National Westminster Bank Plc won’t refund money she says she lost to an investment scam. She’s also unhappy with the service she received. The details of this complaint are well known to both parties, so I won’t repeat everything again here. ... (2 pages)View decision -
Decision Reference DRN-4802651
11 Jun 2024 Pepper (UK) Limited UpheldMortgagesDRN-4802651 The complaint The estate of Mr H has complained that Pepper (UK) Limited trading as Engage Credit didn’t respond to their email asking for information on the late Mr H’s mortgage. What happened This complaint has been brought by the estate of Mr H. For ease of reference, in thi... (3 pages)View decision -
Decision Reference DRN-4825891
11 Jun 2024 Telefonica UK Limited UpheldConsumer CreditDRN-4825891 The complaint Mrs D complains about how Telefonica UK Limited trading as O2 has treated her since she advised it, and then complained to it, that a fixed sum loan agreement (“agreement”) taken out in her name in December 2020 (for a phone) wasn’t taken out by her, or by a third... (3 pages)View decision