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 DRN6907153
8 Nov 2016 Lending Stream Llc Not upheldBanking and creditMr N has complained about short-term loans granted to him by Lending Stream LLC (“Lending Stream” or “the lender”). Mr N says he couldn’t afford these loans and he feels it was irresponsible of Lending Stream to have agreed them.backgroundThe background to the compla... (4 pages)View decision -
Decision Reference DRN-5351627
4 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5351627 The complaint Mr C is unhappy that Revolut Ltd haven’t refunded money he lost as a result of a scam. Mr C is being represented by a claims management company but for ease of reference I’ll only refer to Mr C here. What happened The detailed background to this complaint is ... (12 pages)View decision -
Decision Reference DRN-4521335
25 Jan 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4521335 The complaint Mr O complains about the way Santander UK Plc has handled a breach of contract claim he made in relation to a fitted kitchen he paid for using his credit card. For ease of reading, while both Mr and Mrs O have been involved in relevant correspondence, I’ll refer t... (8 pages)View decision -
Decision Reference DRN-4851769
28 Aug 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4851769 The complaint Mr M is unhappy that HSBC UK Bank Plc (“HSBC”) blocked his account while it carried out a review. What happened On 6 December 2023 HSBC received a report from a third party bank that funds paid into Mr M’s account were obtained fraudulently. It blocked his acc... (4 pages)View decision -
Decision Reference DRN-3836748
19 Dec 2022 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-3836748 The complaint Mr W is unhappy that Vanquis Bank Limited returned a reimbursement from a vendor back to the vendor rather than allowing it to be credited to his Vanquis credit account. Mr W is also unhappy that Vanquis placed a block on his account because of the disputed reimbu... (7 pages)View decision -
Decision Reference DRN-4450867
23 Oct 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4450867 The complaint Mr W is unhappy that Revolut Ltd haven’t refunded money he lost as a result of 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 early 2023 ... (9 pages)View decision -
Decision Reference DRN-4149068
26 Oct 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4149068 The complaint Mr W complains that HSBC UK Bank Plc trading as first direct (First Direct) won’t refund the money he lost as a result of a scam. Mr W has used a professional representative to bring this complaint to our service and they have made submissions on his behalf. For c... (6 pages)View decision -
Decision Reference DRN-5918701
3 Dec 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5918701 The complaint Mr A complains that Barclays Bank UK PLC (‘Barclays’) hasn’t refunded the money he believes he lost to an authorised push payment (‘APP’) investment scam. What happened The circumstances of the complaint are well-known to both parties. So, I don’t intend to set... (4 pages)View decision -
Decision Reference DRN-5180435
28 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5180435 The complaint Mr C complains about Revolut Ltd. He says that Revolut didn’t do enough to protect him when he fell victim to a cryptocurrency investment scam and would like Revolut to refund him the money he has lost. What happened Mr C was doing some research online about ... (8 pages)View decision -
Decision Reference DRN-5302212
21 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5302212 The complaint Mr B complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr B is being represented by a third party. To keep things simple, I will refer to Mr B throughout my decision. What happened The background of this ... (9 pages)View decision
