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 371633 results
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Decision Reference DRN-4413370
31 Jul 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4413370 The complaint Mrs C complains that Revolut Ltd won’t refund money she lost when she fell victim to an investment scam. What happened The detailed background to this complaint is well known to both parties and has been previously set out by the investigator in their assessme... (3 pages)View decision -
Decision Reference DRN-4819858
31 Jul 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4819858 The complaint Mr B complains about the service provided by National Westminster Bank Plc in relation to payments being made to his account by third parties. What happened Mr B holds several accounts with NatWest. Two of the accounts are personal current accounts in his sole... (3 pages)View decision -
Decision Reference DRN-4906266
31 Jul 2024 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-4906266 The complaint Ms A complains that she has been unable to make online banking payments from her account with The Royal Bank of Scotland Plc (RBS) and that RBS has failed to provide proper support to her. What happened Ms A lives abroad. She needed a card reader to make online... (3 pages)View decision -
Decision Reference DRN-4832521
31 Jul 2024 TransferWise Ltd Not upheldBanking and PaymentsDRN-4832521 The complaint Mr G complains that TransferWise declined to make a chargeback request and then removed his card facilities from his account. What happened Mr G has an account with TransferWise, an electronic money institution. Amongst other services, TransferWise offers payme... (2 pages)View decision -
Decision Reference DRN-4600897
31 Jul 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4600897 The complaint Mr and Mrs G complain Bank of Scotland plc, trading as Intelligent Finance (“IF”), closed their account without properly informing them; unfairly prevented them from switching their account to a new provider; provided poor customer service; and didn’t follow it... (5 pages)View decision -
Decision Reference DRN-4936134
31 Jul 2024 Zopa Bank Limited Not upheldConsumer CreditDRN-4936134 Complaint Miss S has complained about a personal loan Zopa Bank Limited (“Zopa”) which she says it unfairly lent to her. She says that she was heavily in debt to other creditors and sufficient checks would have shown that her financial situation was not right for further len... (3 pages)View decision -
Decision Reference DRN-4775148
31 Jul 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-4775148 The complaint Mr B complains Capital One (Europe) plc (Capital One) irresponsibly lent to him. What happened In November 2017 Mr B applied for a credit card (*2278) with Capital One which was approved with a £200 credit limit. He said in November 2021 Capital One increased h... (5 pages)View decision -
Decision Reference DRN-4792683
31 Jul 2024 Oakbrook Finance Limited UpheldConsumer CreditDRN-4792683 The complaint Mr A complains that OAKBROOK FINANCE LIMITED trading as Likely Loans, (“Oakbrook”), lent to him and did not do proper checks before lending. What happened Mr A took two loans with Oakbrook and a brief table gives a few details. Both loans were for 36 months. L... (7 pages)View decision -
Decision Reference DRN-4746399
31 Jul 2024 National Westminster Bank Plc UpheldBanking and PaymentsDRN-4746399 The complaint Mr P complains that National Westminster Bank Plc (NatWest) blocked him from buying goods online using his debit card. What happened Mr P had a current account with NatWest. In October 2023 he tried to make an online purchase from a high street retailer using ... (3 pages)View decision -
Decision Reference DRN-4936973
31 Jul 2024 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-4936973 The complaint Mr O complains that TransUnion International UK Limited (TransUnion) reported incorrect information about his electoral registration on his credit report and failed to resolve the matter within a reasonable timeframe. What happened I issued my provisional decis... (4 pages)View decision
