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 367928 results
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Decision Reference DRN-5106114
26 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5106114 The complaint Mr N complains about the way Nationwide Building Society handled his chargeback request. What happened Mr N’s purchase involves a company I’ll refer to as ‘T’. An invoice shows he paid £189 on 19 July 2023 to T using his Nationwide debit card for a three-hour m... (2 pages)View decision -
Decision Reference DRN-4952318
26 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4952318 The complaint Miss H complains that Revolut Ltd has declined to reimburse payments she made as part of an investment scam. What happened Miss H says that a friend told her about the profits he’d made investing in cryptocurrency projects and recommended a specific token to he... (3 pages)View decision -
Decision Reference DRN-5430550
26 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5430550 The complaint A limited company, which I’ll refer to as ‘E’, is unhappy that HSBC UK Bank Plc didn’t reinstate a direct debit for its Bounce Back Loan (“BBL”) which it feels led to monthly payments for that loan being missed and ultimately to HSBC defaulting the account. E’... (4 pages)View decision -
Decision Reference DRN-5422285
26 Mar 2025 Metro Bank PLC Not upheldConsumer CreditDRN-5422285 The complaint Mrs M complains Metro Bank PLC trading as RateSetter is holding her liable for a loan which she says was taken out fraudulently in her name. What happened Around September 2023 Mrs M came across a company, C, claiming to offer a low-risk investment opportunity.... (3 pages)View decision -
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
