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 368546 results
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Decision Reference DRN-4948415
30 Apr 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4948415 The complaint Mr G complains about the way Clydesdale Bank Plc trading as Virgin Money (‘Virgin’) dealt with his request for a chargeback. What happened Mr G says that in January 2022 he paid £1,940 to a company I’ll call L in this decision for a funeral plan for himself and... (2 pages)View decision -
Decision Reference DRN-5043168
30 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5043168 The complaint Mr C complains that Revolut Ltd did not reimburse the funds he lost to a scam. What happened Mr C found an investment opportunity on social media, which he thought his daughter was recommending, however her social media account had been taken over by scammers. ... (8 pages)View decision -
Decision Reference DRN-5025297
30 Apr 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5025297 The complaint Miss C complains about the administration of a finance agreement with Santander Consumer (UK) Plc (‘Santander’). Miss C says that she was unable to pay the finance agreement due to some hospital treatment. She thinks that Santander should have done more to help... (4 pages)View decision -
Decision Reference DRN-5166601
30 Apr 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5166601 The complaint Mr W has complained that Nationwide Building Society hasn’t refunded him a deposit he paid for a holiday lodge. What happened Mr W decided to buy a holiday lodge, with a total price of £160,000. In August 2023, he paid the deposit of £16,000 using various metho... (2 pages)View decision -
Decision Reference DRN-5463959
30 Apr 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5463959 The complaint Mr S complains Monzo Bank Ltd recorded a marker against him at Cifas, a national fraud database. He doesn’t think it has treated him fairly. What happened A summary of what happened is below. Mr S held an account with Monzo. In August 2024, it was credited with... (3 pages)View decision -
Decision Reference DRN-5433040
30 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5433040 The complaint Mr P complains that Barclays Bank UK PLC (‘Barclays’) won’t refund the money he lost after falling victim to a scam. What happened In 2023, Mr P was contacted via text message by someone he didn’t know regarding meeting up. He responded to let the sender know ... (4 pages)View decision -
Decision Reference DRN-5501369
30 Apr 2025 UK Credit Limited Not upheldConsumer CreditDRN-5501369 The complaint Mr S complains that UK Credit Limited was irresponsible in its lending to him. He wants all interest and charges refunded, along with statutory interest, and any adverse information recorded about this loan removed from his credit file. Mr S is represented by a... (4 pages)View decision -
Decision Reference DRN-5052008
30 Apr 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5052008 The complaint Mrs G complains that Revolut Ltd won’t refund money she lost when she fell victim to an investment scam. What happened The full details of this complaint are well known to both parties and have been previously set out by the investigator. The facts about what ... (3 pages)View decision -
Decision Reference DRN-5337045
29 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5337045 The complaint Miss V complains that Lloyds Bank PLC (as the recipient bank) didn’t do enough to prevent the loss she suffered when she sent money to its customer’s account as the result of an alleged scam. Miss V initially referred her complaint to us with the help of a rep... (4 pages)View decision -
Decision Reference DRN-5481275
29 Apr 2025 Wakam UpheldInsuranceDRN-5481275 The complaint Mr H complains that Wakam (a French insurance company) mishandled a claim on a motor insurance policy. What happened In 2013, a court sentenced Mr H to 30 months imprisonment for offences of wounding and possessing a bladed or pointed object. In 2017, a court... (4 pages)View decision
