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 384131 results
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Decision Reference DRN-5102623
1 Apr 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5102623 The complaint Mr E has complained about how American Express Services Europe Limited (AESEL) (‘Amex’) dealt with a chargeback request. What happened Mr E bought a phone from a retailer (‘R’) through an online trading platform, which I will call ‘M’. However, he’s explained t... (2 pages)View decision -
Decision Reference DRN-5428017
1 Apr 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5428017 The complaint Ms A has complained about the way National Westminster Bank Public Limited Company (NatWest) dealt with a claim for money back in relation to a purchase she’d made using her debit card. What happened Ms A said she used her NatWest debit card in December 2022 t... (3 pages)View decision -
Decision Reference DRN-5447712
1 Apr 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5447712 The complaint Mr M complains that Specialist Motor Finance Limited (SMFL) was irresponsible in its lending to him. He wants his payments refunded along with interest. Mr M is represented by a third party but for ease of reference I have referred to Mr M throughout this decis... (4 pages)View decision -
Decision Reference DRN-5008340
1 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5008340 The complaint Mrs T complains that Revolut Ltd won’t refund money she lost when she was the victim of a scam. Mrs T is represented by a firm that I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some... (14 pages)View decision -
Decision Reference DRN-5285310
1 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5285310 The complaint A limited company, which I will refer to as S, complains that Barclays Bank UK Plc treated it unfairly by revoking its access to its accounts without notice, and calling in its Bounce Back Loan. What happened Both parties agree: In 2020, S received a £50,00... (3 pages)View decision -
Decision Reference DRN-5386595
1 Apr 2025 Domestic & General Insurance Plc UpheldInsuranceDRN-5386595 The complaint Mrs M complains that Domestic & General Insurance Plc (D&G) refused to accept liability for the loss of her games console while in transit after she sent it for repair under her insurance policy. What happened Mrs M has insurance specifically for her g... (3 pages)View decision -
Decision Reference DRN-5400270
1 Apr 2025 Marks & Spencer Financial Services plc UpheldConsumer CreditDRN-5400270 The complaint Mrs G complains that Marks & Spencer Financial Services Plc trading as M&S Bank was irresponsible in its lending to her. She wants all interest and charges she has paid refunded. Mrs G is represented by a third party but for ease of reference I have ref... (4 pages)View decision -
Decision Reference DRN-5447267
1 Apr 2025 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-5447267 The complaint Mr B is unhappy with several aspects of the service he’s received from The Co-operative Bank Plc (“Co-op”). What happened On 17 August 2024, Mr B raised a complaint with Co-op because he was unhappy with several aspects of the service that he’d received from th... (4 pages)View decision -
Decision Reference DRN-5448111
1 Apr 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5448111 The complaint Mrs M complains that Wise Payments Limited didn’t do enough to prevent her losing 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 ... (5 pages)View decision -
Decision Reference DRN-4979367
1 Apr 2025 First Response Finance Ltd Not upheldConsumer CreditDRN-4979367 The complaint Mr S complains that First Response Finance Ltd (‘FR’) registered a default in relation to his finance agreement. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role re... (4 pages)View decision
