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 3981 results
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Decision Reference DRN-5014613
18 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5014613 The complaint Mr A is unhappy that Revolut Ltd won’t reimburse money he lost to a cryptocurrency investment scam. What happened The facts are well known to both parties, so I have outlined the key details. In summary, Mr A says that he received an unexpected phone call on Wh... (12 pages)View decision -
Decision Reference DRN-4257664
11 Jan 2024 Zopa Bank Limited Not upheldConsumer CreditDRN-4257664 The complaint Mr L complains that the car he acquired through Zopa Bank Limited (“ZBL”) wasn’t of satisfactory quality. He wants ZBL to cancel his agreement and collect the car and compensate him for the troubles he’s experienced. What happened Mr L entered a hire purchase agre... (4 pages)View decision -
Decision Reference DRN4848921
15 Jul 2020 Provident Personal Credit Limited Not upheldBanking and creditComplaintAfter Mr F took a loan from Provident Personal Credit Limited (trading as Satsuma) he wanted to repay it via cash repayments following problems with his bank account. He says Satsuma wouldn’t accept cash payments and it reported a default on his credit file. BackgroundIn response... (3 pages)View decision -
Decision Reference DRN-4840147
4 Oct 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4840147 The complaint Mr A complains that Wise Payments Limited did not refund the £6,000 he lost to a scam. What happened Mr A fell victim to a task-based job scam, after he was contacted via a messaging platform about a remote job opportunity. He was told he had to complete a certain... (3 pages)View decision -
Decision Reference DRN-5122978
9 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5122978 The complaint Mrs R complains that Revolut Ltd won’t refund money she lost when she fell victim to an investment scam. Mrs R is being represented by a claims management company in this complaint. What happened The detailed background to this complaint is well known to the ... (10 pages)View decision -
Decision Reference DRN-5793568
3 Sep 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5793568 The complaint Ms D, who is represented by a third party, complains that Moneybarn No.1 Limited (“Moneybarn”) irresponsibly granted her a conditional sale agreement she couldn’t afford to repay. What happened In December 2017, Ms D acquired a used car financed by a condition... (3 pages)View decision -
Decision Reference DRN-3587132
5 Aug 2022 Santander UK Plc Not upheldBanking and PaymentsDRN-3587132 The complaint Mr X complains Santander UK Plc (“Santander”) has refused to refund him around seventy disputed transactions made from his account. Mr X also complains Santander have unfairly withheld his remaining funds. What happened Mr X is professionally represented, but to k... (13 pages)View decision -
Decision Reference DRN-4611157
20 Feb 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4611157 The complaint B, a company, complains about the service it received from HSBC UK Bank Plc. B is represented in this complaint by one of its directors, Mr W. What happened Mr W has referred to several areas of complaint, some of which have been resolved. I’ve taken into account ... (5 pages)View decision -
Decision Reference DRN5629561
18 Mar 2015 National Westminster Bank Plc Not upheldBanking and creditMr G complains that National Westminster Bank Plc (“NatWest”) mis-sold him a packaged bank account. His representatives have raised a number of issues. But it seems that Mr G’s main complaint is that he was told he should upgrade his account and that he didn’t nee... (3 pages)View decision -
Decision Reference DRN-4672422
27 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4672422 The complaint Mr M complains that Barclays Bank UK PLC didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known... (4 pages)View decision
