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 347829 results
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Decision Reference DRN-4663805
25 Sep 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4663805 The complaint A company, which I will refer to as M, complains that Lloyds Bank Plc failed to give correct advice when M’s representative (a Mr P) rang to check if some card payments M had recently taken had been authorised. M says the bank’s poor advice caused it to be subj... (7 pages)View decision -
Decision Reference DRN-4912710
25 Sep 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4912710 The complaint Ms C complains that National Westminster Bank Plc failed to remove a relative’s name from her account. As a consequence, she says that the account was the subject of freezing orders and a confiscation order. She lost funds and the account was closed. What happe... (3 pages)View decision -
Decision Reference DRN-5038717
25 Sep 2024 Topaz Finance Limited UpheldMortgagesDRN-5038717 The complaint Mr P1, Mr P2, Mr P3 and Mr P4 complained that their mortgage company, Topaz Finance Limited trading as Rosinca Mortgages, cancelled a direct debit used to pay the mortgage, then made it excessively difficult to reinstate. Payments were missed as a result. Mr P1... (6 pages)View decision -
Decision Reference DRN-4650282
25 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4650282 The complaint Mr V complains that Revolut Ltd (“Revolut”) failed to help him recover money he paid on his Revolut debit card for flights that he wasn’t able to use. What happened In May 2023, Mr V booked flights with a travel company that I’ll call “E”, for which he paid CHF... (2 pages)View decision -
Decision Reference DRN-4737350
25 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4737350 The complaint Mr I complains that Revolut Ltd won’t refund money he lost when he fell victim to an employment scam. Mr I is being represented by solicitors in this complaint. What happened The detailed background to this complaint is well known to both parties. The facts a... (3 pages)View decision -
Decision Reference DRN-4834630
25 Sep 2024 Shawbrook Bank Limited Not upheldInvestmentsDRN-4834630 The complaint Mrs M complains that Shawbrook Bank Limited made errors and caused her ISA transfer to a new provider to be delayed. She says she had to make numerous calls and sent letters and emails to try to resolve the matter. She wants compensation for the poor service an... (3 pages)View decision -
Decision Reference DRN-4743715
25 Sep 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4743715 The complaint Mr H complains that he should get his money back from Barclays Bank UK PLC (“Barclays”) following items he bought with his credit card having been stolen. What happened In February 2024, Mr H went shopping at a supermarket (“the merchant”). He made purchases wo... (2 pages)View decision -
Decision Reference DRN-5040217
25 Sep 2024 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5040217 The complaint Mr R complains that STARTLINE MOTOR FINANCE LIMITED (“Startline”) unfairly took back a vehicle he acquired through a hire purchase agreement with them. What happened In February 2022, Mr R acquired a vehicle and paid for this using a hire purchase agreement wi... (4 pages)View decision -
Decision Reference DRN-4602797
25 Sep 2024 Sky UK Limited UpheldConsumer CreditDRN-4602797 The complaint Mr C complains about a fixed sum loan agreement he took out with Sky UK Limited. What happened In mid December 2022, Mr C took out a fixed sum loan agreement with Sky to get a brand new mobile telephone device. A few days later, Sky’s chosen courier delivered a... (5 pages)View decision -
Decision Reference DRN-5028159
25 Sep 2024 Arval UK Limited UpheldConsumer CreditDRN-5028159 The complaint Mr L complains that Arval UK Limited (“Arval”) has charged him for relief vehicles he booked while his vehicle wasn’t being used. What happened Mr L entered into a hire agreement with Arval in 2023 for a vehicle. He says the brake sensors stopped working, and ... (3 pages)View decision
