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 366874 results
-
Decision Reference DRN-5024908
26 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5024908 The complaint Ms H complains that Revolut Ltd won’t refund money she lost when she fell victim to a bank impersonation scam. Ms H is being represented by solicitors in this complaint. What happened The detailed background to this complaint is well known to both parties, so... (3 pages)View decision -
Decision Reference DRN-5070973
26 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5070973 The complaint Mrs M is unhappy with how Bank of Scotland trading as Halifax (Halifax) handled a quality of services claim she made to them. What happened Mrs M booked a room for 10 February 2024 with a hotel I shall call “R”. This was at a cost of £82.98 and was paid using h... (3 pages)View decision -
Decision Reference DRN-4991110
26 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4991110 Complaint Mr B is unhappy that Revolut Ltd didn’t reimburse him after he told it he’d fallen victim to a scam. Background Mr B met someone on a dating app. Their conversation later moved to WhatsApp and, after some time had passed, his contact persuaded him that she could he... (3 pages)View decision -
Decision Reference DRN-4917202
26 Mar 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-4917202 The complaint Mr C complains about the quality of the car he was supplied by MotoNovo Finance Limited (“Motonovo”). What happened In March 2022, Mr C was supplied with a used car by Motonovo through a hire purchase agreement. The car was around five and a half years old at s... (4 pages)View decision -
Decision Reference DRN-5430481
26 Mar 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5430481 The complaint Mr A is unhappy with a car supplied under a hire purchase agreement taken with BMW Financial Services(GB) Limited (‘BMWFS’) and what happened when he acquired a newer one to replace it. What happened Around May 2023 Mr A entered into a hire purchase agreement ... (4 pages)View decision -
Decision Reference DRN-5308171
26 Mar 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5308171 The complaint Mr Y complains that JP Morgan Europe Limited trading as Chase put in place unnecessary barriers to making a payment to a third party overseas causing him considerable distress and inconvenience. What happened Mr Y had gone abroad to have surgery and take a holi... (5 pages)View decision -
Decision Reference DRN-5065945
26 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5065945 The complaint Ms C complains that Barclays Bank UK Plc didn’t offer her enough support during a period of financial difficulty. What happened Barclays told us: As at the beginning of October 2024, Ms C owed Barclays just under £600,000. She had a relatively small overdra... (3 pages)View decision -
Decision Reference DRN-5430398
26 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5430398 The complaint Mr B complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by a job scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to both part... (5 pages)View decision -
Decision Reference DRN-5352577
26 Mar 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5352577 The complaint Mr K’s unhappy with Nationwide Building Society’s customer service when he called because of a referred payment. What happened Mr K was joining an existing tenancy agreement and, as part of the verification checks, needed to send a small payment to a third-part... (3 pages)View decision -
Decision Reference DRN-5070636
26 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5070636 The complaint Mr T complains that HSBC UK Bank Plc (‘HSBC’) won’t reimburse the funds he lost when he says he fell victim to a scam. What happened Mr T says that in around July 2020 he was approached by a business acquaintance I’ll refer to as O in my decision and asked to ... (3 pages)View decision
