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 369227 results
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Decision Reference DRN-5620803
12 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5620803 The complaint Mrs D complains that Lloyds Bank PLC will not provide a full refund for a car which was bought using her credit card. What happened On or around 4 October 2023 Mrs D and her husband bought a used car from a dealership, which I’ll call “R”. The price was £10,200... (3 pages)View decision -
Decision Reference DRN-5272988
12 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5272988 The complaint Mr A complains that Revolut Ltd won’t refund money he lost to a scam. Mr A is represented by a firm I’ll refer to as “C”. For ease, I have referred to comments made by C as though Mr A himself made them. What happened The details of this complaint are well know... (3 pages)View decision -
Decision Reference DRN-5324803
12 Jun 2025 Marsh Finance Limited UpheldConsumer CreditDRN-5324803 The complaint Miss W complains about the quality of a car she acquired using a hire purchase agreement provided by Marsh Finance Limited (‘Marsh Finance’). What happened In June 2023, Miss W entered into a hire purchase agreement with Marsh Limited to acquire a used car, fir... (5 pages)View decision -
Decision Reference DRN-5554812
12 Jun 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5554812 The complaint Mr and Mrs P complain that Inter Partner Assistance SA (IPA) has turned down a cancellation claim they made on a travel insurance policy. As Mr P brought the complaint to us, for ease, I’ve referred mainly to him. What happened The background to this complaint ... (5 pages)View decision -
Decision Reference DRN-5579165
12 Jun 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5579165 The complaint Mr W complains Starling Bank Limited didn’t do enough to help get refunds for transactions made on his debit card. What happened Mr W had an online account with access to content creators which I’ll call “F”, making a number of payments to access specific cont... (2 pages)View decision -
Decision Reference DRN-4990315
12 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-4990315 The complaint Mr G complains National Westminster Bank Public Limited Company (“NatWest”) didn’t do enough to protect him when he fell victim to a scam. What happened Mr G said he was looking for employment and applied for a job via a social media site. He said he was conta... (3 pages)View decision -
Decision Reference DRN-5343141
12 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5343141 The complaint Mr P complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) hasn’t reimbursed the money he says he’s lost to a scam. What happened Mr P says he’s fallen victim to an investment scam. He became interested in investing with a company which I’... (5 pages)View decision -
Decision Reference DRN-5327009
12 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5327009 The complaint Mrs S complains that Revolut Ltd will not refund money she lost to a scam. What happened The background to this complaint is not in dispute and is well known to both parties so I won’t repeat it in detail here. In summary, Mrs S said that on 7 October 2024 she ... (2 pages)View decision -
Decision Reference DRN-5468759
12 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5468759 The complaint Mr B is unhappy with how Santander UK Plc have handled a chargeback dispute raised to recover the cost of a purchase he made using his debit card. What happened On 4 May 2024 Mr B used an airline’s online booking system to purchase baggage allowance for himsel... (3 pages)View decision -
Decision Reference DRN-5620623
12 Jun 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5620623 The complaint Miss M complains PayPal UK Ltd (“PayPal”) have refused to provide refunds for goods she never received from a merchant after paying for them. Miss M adds that this is in contravention of PayPal’s buyer protection policy. To put things right, Miss M wants the fu... (3 pages)View decision
