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 121115 results
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Decision Reference DRN-5338117
19 Feb 2025 Topaz Finance Limited UpheldBanking and PaymentsDRN-5338117 The complaint R - a limited company – has complained about what happened when it was remortgaging some properties it owned that were included within a floating charge held by NRAM. R needed a letter of non-crystallisation (including additional consent for the priority of the... (8 pages)View decision -
Decision Reference DRN-5340956
19 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5340956 The complaint The estate of the late Mr N complains that Revolut Ltd won’t refund money Mr N lost to a scam. Mr N’s estate is represented by a claims management company, for simplicity, I will largely refer to Mr N throughout this decision, even when referencing what the re... (6 pages)View decision -
Decision Reference DRN-5339108
19 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5339108 The complaint Mr M complains that Revolut Ltd won’t refund money he lost to a scam. What happened Mr M fell victim to a cryptocurrency investment scam. He came across an advert online which appeared to be from a trustworthy media source. Mr M left his details and was called... (9 pages)View decision -
Decision Reference DRN-5329567
19 Feb 2025 West Bay Insurance Plc UpheldInsuranceDRN-5329567 The complaint Mrs M and Mr M are unhappy with the length of time it took West Bay Insurance Plc (West Bay) to carry out the repairs on their vehicle after they made a claim on their motor insurance policy. As Mr M has been leading on this complaint, and for ease I’ve referre... (6 pages)View decision -
Decision Reference DRN-4997325
19 Feb 2025 Origen Financial Services Limited UpheldInvestmentsDRN-4997325 The complaint The K Trust complains about the services Origen Financial Services Limited has provided to it in respect of an investment bond held within the trust. What happened In 2013, the K Trust was established, with three trustees Mrs M, Ms C and Miss M. The trust rece... (4 pages)View decision -
Decision Reference DRN-5336628
19 Feb 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5336628 The complaint Mr U complains PayPal UK Ltd charged him for a payment he received. What happened Mr U was paid £10,000 by another PayPal customer and was charged £600.05 for receiving the payment. Mr U felt this was unfair and complained to PayPal. PayPal responded to say ... (3 pages)View decision -
Decision Reference DRN-5340734
19 Feb 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5340734 The complaint Mrs D complains about the way Creation Consumer Finance Ltd (Creation) responded to claims she’d made in relation to misrepresentation, breach of contract, and an alleged unfair relationship taking into account section 140A (“s140A”) of the Consumer Credit Act ... (6 pages)View decision -
Decision Reference DRN-5339536
19 Feb 2025 Lowell Portfolio I Ltd UpheldConsumer CreditDRN-5339536 The complaint Mr P complains Lowell Portfolio I Limited contacted him regarding his debt at an old address. What happened Mr P had a credit card with a company I’ll refer to as M. M sold the account to Lowell after the account was defaulted and M said Mr P didn’t reply to th... (2 pages)View decision -
Decision Reference DRN-4854840
19 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4854840 The complaint Miss T is complaining that Monzo Bank Ltd won’t reimburse her for payments she made to a scam. The complaint is brought on Miss T’s behalf by a professional representative. What happened The background to the complaint is well known to both parties so I won’t r... (5 pages)View decision -
Decision Reference DRN-5301578
18 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5301578 The complaint Mr S complains that Barclays Bank UK PLC trading as Barclaycard failed to change his payment due date as agreed. What happened Mr S holds a credit card account with Barclays. In October 2023 he contacted Barclays via chat and requested to have the payment due d... (2 pages)View decision
