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-5245703
19 Feb 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5245703 The complaint Mr K complains that PayPal UK Ltd (PayPal) wouldn’t allow a transaction to take place on a revolving credit account he had with them. What happened Mr K attempted to purchase an item from a merchant using a revolving credit account he first took out with PayPal... (2 pages)View decision -
Decision Reference DRN-5190734
19 Feb 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5190734 The complaint Mr P complains that Starling Bank Limited (‘Starling’) won’t refund payments he made as part of a scam. What happened Mr P was the victim of an impersonation scam, where he was persuaded to approve the following payments from his Starling account to keep his mo... (3 pages)View decision -
Decision Reference DRN-5319935
19 Feb 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5319935 The complaint Mr and Mrs D’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What happe... (28 pages)View decision -
Decision Reference DRN-5122314
19 Feb 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5122314 The complaint Mr E complains that HSBC UK Bank Plc trading as first direct (“HSBC”) won’t refund the money he lost when he was the victim of a scam. What happened In July 2019 Mr E saw an advert about an opportunity to invest in a company (Buy2let/Raedex Consortium Ltd – refe... (9 pages)View decision -
Decision Reference DRN-5341189
19 Feb 2025 American Express Services Europe Limited (AESEL) UpheldBanking and PaymentsDRN-5341189 The complaint Mr J complains American Express Services Europe Limited (AESEL) mishandled his chargeback claims for goods ordered from an online supplier (which I’ll call “S”). What happened As the parties are already aware of the facts, I’ve only summarised the key events b... (4 pages)View decision -
Decision Reference DRN-5019053
19 Feb 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5019053 The complaint Mr L complains about how Bank of Scotland trading as Birmingham Midshires (BM) dealt with him when his mortgage term expired. What happened Mr L had an interest only mortgage with BM which expired in 2019. He intended to sell the property at the end of the mort... (2 pages)View decision -
Decision Reference DRN-5340999
19 Feb 2025 Barclays Bank UK PLC UpheldInvestmentsDRN-5340999 The complaint Mrs A complains about the way Barclays Bank UK PLC (trading as Barclays Smart Investor) handled her request to transfer her ISA. She says it caused delays that resulted in her suffering a financial loss. What happened Mrs A held a stocks and shares ISA with Ba... (4 pages)View decision -
Decision Reference DRN-5272889
19 Feb 2025 Omni Capital Retail Finance Limited Not upheldConsumer CreditDRN-5272889 The complaint Miss C complaints that Omni Capital Retail Finance Limited (“Omni”) gave her a loan she couldn’t afford to repay due to being a student and having outstanding debts. What happened In March 2022, Miss C took out an interest free personal loan from Omni for £5,0... (3 pages)View decision -
Decision Reference DRN-4714913
19 Feb 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4714913 The complaint Mr P is being represented by a claims manager. He’s complaining about Wise Payments Limited because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr P fell victim to a number of scams between February 2022 and May 2023. In the i... (4 pages)View decision -
Decision Reference DRN-5338117
19 Feb 2025 Topaz Finance Limited UpheldBanking and PaymentsDRN-5338117 The complaint R - a limited company – has complained about what happened when it was remortgaging some properties it owned that were included within a floating charge held by NRAM. R needed a letter of non-crystallisation (including additional consent for the priority of the... (8 pages)View decision
