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 367926 results
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Decision Reference DRN-4989422
24 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4989422 The complaint Mr A complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mr A has explain... (4 pages)View decision -
Decision Reference DRN-5359476
24 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5359476 The complaint Miss A complains that Santander UK Plc did not reimburse the payments she says she lost to a scam. What happened Miss A found an advert for pedigree kittens online. She paid a £50 deposit to view the kittens and chose one to buy initially. Following a discussio... (3 pages)View decision -
Decision Reference DRN-4990327
24 Mar 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4990327 The complaint Mr C is unhappy with a decision taken by American Express Services Europe Limited (“AESEL”) to refuse a refund request he made to it for £1,131.40. What happened On 19 August 2023 Mr C purchased two televisions (from a retailer I will call “X”) via an online ma... (3 pages)View decision -
Decision Reference DRN-5302813
24 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5302813 The complaint Mr and Mrs R complain that Barclays Bank UK PLC (Barclays) caused confusion when they tried to pay a third party using a cheque. They said they received conflicting information from Barclays, which in turn caused them distress and inconvenience. They’re not sat... (2 pages)View decision -
Decision Reference DRN-5421085
24 Mar 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5421085 The complaint Mr W has complained about the way American Express Services Europe Limited (“AESEL”) dealt with his request for money back. What happened In September 2023 Mr W paid around £1,500 using his AESEL credit card for dental treatment from a supplier I’ll call “S”. ... (5 pages)View decision -
Decision Reference DRN-4938266
24 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4938266 The complaint Mr A complains about the way Bank of Scotland plc trading as Halifax responded to a claim for the cost of a course, he partly paid for using his credit card. What happened At the end of March 2023 Mr A paid a deposit of £250 using his Halifax credit card to a ... (4 pages)View decision -
Decision Reference DRN-5262655
24 Mar 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5262655 The complaint Mr S and Mrs S complain about Aviva Insurance Limited’s (“Aviva”) handling of their claim under their home insurance policy. Mrs S has acted as the main representative during the claim and complaint process. So, for ease of reference, I will refer to any actio... (5 pages)View decision -
Decision Reference DRN-5069328
24 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5069328 The complaint Mr I complains that Barclays Bank UK Plc processed a cheque, intended for him, into an account that he says was fraudulently opened. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview o... (2 pages)View decision -
Decision Reference DRN-5086472
24 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5086472 The complaint Mr K complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an investment 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 b... (4 pages)View decision -
Decision Reference DRN-5334039
24 Mar 2025 Sainsbury's Bank Plc Not upheldConsumer CreditDRN-5334039 The complaint Mr H complains that Sainsbury’s Bank plc (‘Sainsbury’s’) didn’t explain his personal loan interest rate to him clearly and provided inadequate support and forbearance when he experienced financial difficulty. Mr H is assisted by his solicitors to bring this co... (4 pages)View decision
