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 4009 results
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Decision Reference DRN-5435028
28 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5435028 The complaint Mr B complains about the actions of Revolut Ltd when he lost money to a scam. Mr B is being represented by a claims management company but for ease of reading I’ll only refer to Mr B. What happened In early May 2023 Mr B was contacted via a message by a third... (10 pages)View decision -
Decision Reference DRN-5303498
9 May 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5303498 The complaint Mr E complains about the quality of a used car he acquired through a personal contract purchase (‘PCP’) with Lloyds Bank PLC (‘Lloyds’). Mr E says that the car isn’t of satisfactory quality as it broke down in just under six months and he would now like to reje... (4 pages)View decision -
Decision Reference DRN-5001202
21 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5001202 The complaint Mr B complains about the actions of Revolut Ltd when he lost money to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. In October 2023 Mr B was ... (3 pages)View decision -
Decision Reference DRN-5356892
5 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5356892 The complaint Mr E complains that Revolut Ltd won’t refund money he lost when he fell victim to an employment scam. Mr E is being represented by a claims management company in this complaint. What happened The full details of this complaint are well-known to both parties a... (11 pages)View decision -
Decision Reference DRN-4019457
20 Mar 2023 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4019457 The complaint Mr D complains that Bank of Scotland Plc (BoS) didn’t fairly or reasonably deal with his claims under Sections 75 and 140A of the Consumer Credit Act 1974 (CCA) in relation to a holiday product purchased in 1996. The claim, which is the subject of this complaint, ... (4 pages)View decision -
Decision Reference DRN6222045
28 May 2014 National Westminster Bank Plc Not upheldBanking and creditMr O brings this complaint on behalf of the estate of his late mother, Miss N. He complains about activity on his mother’s accounts with National Westminster Bank Plc as he disputes that transactions were properly authorised.backgroundMr O says that the disputed activity was carried ... (3 pages)View decision -
Decision Reference DRN6152087
8 Mar 2016 Phoenix Life Limited UpheldInvestment and pensionsMrs P complains Phoenix Life Limited (Phoenix) mis-sold her a with-profits bond that wasn’t suitable for her in 1999.backgroundThe background and circumstances of this complaint are set out within my provisional decision of 29 January 2015. A copy of this is attached a... (8 pages)View decision -
Decision Reference DRN-4967459
28 Oct 2024 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-4967459 The complaint Miss D complains that J.P. Morgan Europe Limited trading as Chase did not refund a series of payments she lost to a scam. What happened Miss D found a builder who I’ll call ‘X’ for the purposes of this decision through a trader’s website. She contacted the refe... (3 pages)View decision -
Decision Reference DRN-5369726
14 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5369726 The complaint Mr R complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr R is being represented by a third party. To keep things simple, I will refer to Mr R throughout my decision. What happened The background of this ... (10 pages)View decision -
Decision Reference DRN-4406179
16 Nov 2023 Hyundai Capital UK Limited UpheldConsumer CreditDRN-4406179 The complaint Miss B complains that the car Hyundai Capital UK Limited (“Hyundai Capital”) supplied to her under a conditional sale agreement was not of satisfactory quality. What happened Hyundai Capital supplied Miss B via a car dealership with a used car. Within a few days o... (8 pages)View decision
