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 3967 results
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Decision Reference DRN-4974912
19 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4974912 The complaint Mrs M complains that Revolut Ltd hasn’t refunded the money she lost when she fell victim to a scam. What happened Mrs M is represented in this complaint by a claims management company, for simplicity I will refer to Mrs M throughout this decision, even when re... (4 pages)View decision -
Decision Reference DRN-5353387
29 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5353387 The complaint Mr J complains that Barclays Bank UK PLC has declined to refund a disputed transaction that was made from his account. What happened On 11 June 2024, Mr J says he lost his debit card. The same day, a transaction for £4,786.44 was made to a holiday company that ... (3 pages)View decision -
Decision Reference DRN-2759675
11 Jun 2021 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-2759675 The complaint Mr N complains that National Westminster Bank Plc won’t refund payments he says he didn’t make from his account. What happened Mr N contacted NatWest to dispute payments made with his card online to a gambling company. He says he didn’t make these payments and is ... (3 pages)View decision -
Decision Reference DRN-5180746
15 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5180746 THE COMPLAINT Miss G complains Lloyds Bank PLC (“Lloyds”) will not reimburse her money she says she lost when she fell victim to a scam. Miss G is represented by Refundee in this matter. However, where appropriate, I will refer to Miss G solely in this decision for ease of... (4 pages)View decision -
Decision Reference DRN-4113493
16 May 2023 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4113493 The complaint Mrs A complains that Moneybarn No. 1 Limited trading as Moneybarn irresponsibly granted her a conditional sale agreement she couldn’t afford to repay. What happened In June 2022, Mrs A acquired a used car financed by a conditional sale agreement from Moneybarn. Mr... (2 pages)View decision -
Decision Reference DRN5477404
8 Mar 2018 FirstRand Bank Limited UpheldBanking and creditMiss W complains about issues with a car purchased with finance from FirstRand Bank Limited.backgroundMiss W purchased a car in August 2017 and entered into a finance agreement with FirstRand Bank (t/a Motonovo).After around 3 weeks the car broke down. Miss W called t... (3 pages)View decision -
Decision Reference DRN6144206
15 Jul 2014 Lloyds Bank PLC Not upheldBanking and creditMiss N complains that Lloyds Bank PLC has not refunded a payment that she says she did not make or authorise. The complaint is brought on her behalf by her father.backgroundIn July 2013 an online payment of £627.77 was made from Miss N’s Lloyds account, via her PayPal account. She sai... (2 pages)View decision -
Decision Reference DRN1912813
31 Mar 2014 The Royal Bank of Scotland Plc Not upheldBanking and creditMiss A complains that The Royal Bank of Scotland Plc (RBS) has not treated her fairly, in that it incorrectly applied charges to her accounts, placed a charging order on her house and mis-sold her a loan. She says these errors have caused her financial loss and distress and inconvenie... (2 pages)View decision -
Decision Reference DRN-3890901
6 Feb 2023 John Lewis Financial Services Limited Not upheldBanking and PaymentsDRN-3890901 The complaint Mrs D complains about John Lewis Financial Services Limited’s response to her attempts to recover money she’d paid using her credit card for a holiday that didn’t go ahead. What happened In December 2019 Mrs D made a holiday booking through a third party travel ag... (3 pages)View decision -
Decision Reference DRN2250960
14 Oct 2013 HSBC Bank plc Not upheldInvestment and pensionsMr and Mrs A have complained that advice they received individually from HSBC Bank Plc in 2006 to invest lump sums and regular contributions in an investment comprising an individual savings account (ISA) and an open-ended investment company (OEIC). They are represented in their complain... (4 pages)View decision
