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 387322 results
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Decision Reference DRN-5758167
23 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5758167 Complaint Mr S complains on behalf of R, a limited company, that Revolut Ltd didn’t refund his losses after he reported falling victim to a scam. Background In late 2024, Mr S was looking to make a wholesale purchase of a supplement designed to prevent hair loss from a vendo... (3 pages)View decision -
Decision Reference DRN-5962209
23 Dec 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5962209 The complaint Mrs S complains that Wise Payments Limited (Wise) won’t refund money she lost when she was a victim of a job scam. Mrs S is represented in this matter, but for ease of reading I have referred to Mrs S throughout this decision. What happened The background to th... (6 pages)View decision -
Decision Reference DRN-5881862
23 Dec 2025 Partners& Limited Not upheldInsuranceDRN-5881862 The complaint Mr M complains that Partners& Limited (‘Partners’) didn’t provide him with the policy terms for a group personal accident insurance policy. What happened Mr M uses a company that I’ll call O for payroll services. He opted to join O’s group personal acciden... (2 pages)View decision -
Decision Reference DRN-5999501
23 Dec 2025 Lex Autolease Ltd UpheldConsumer CreditDRN-5999501 The complaint Mr S is unhappy that a car supplied to him under a hire agreement with Lex Autolease Ltd (Lex) was of unsatisfactory quality. When I refer to what Mr S or Lex have said or done, it should also be taken to include things said or done on their behalf. What happe... (6 pages)View decision -
Decision Reference DRN-5832379
23 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5832379 Complaint Mr P complains on behalf of A, a limited company, that Lloyds Bank PLC didn’t reimburse it after he reported falling victim to a scam. Background In 2023, Mr P became aware of an opportunity to invest in a company, which I will refer to as L. He became aware of the... (4 pages)View decision -
Decision Reference DRN-5973321
23 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5973321 The complaint Mrs E has complained about the way National Westminster Bank Public Limited Company (“NatWest”) dealt with a claim for money back in relation to a package holiday she paid for with credit it provided. What happened The circumstances leading up to this claim ar... (5 pages)View decision -
Decision Reference DRN-5890957
23 Dec 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5890957 The complaint Mr and Mrs P complain that Santander UK Plc won’t refund money they say they lost to an investment scam. Mr and Mrs P are professionally represented, however, to keep things simple, I’ll refer to Mr and Mrs P throughout my decision. What happened As all parties... (3 pages)View decision -
Decision Reference DRN-5811125
23 Dec 2025 Black Horse Limited Not upheldConsumer CreditDRN-5811125 The complaint Mrs T is complaining about Black Horse Limited (Black Horse). She says they were irresponsible in lending to her as the finance was unaffordable. What happened In July 2021, Mrs T entered into a hire purchase agreement with Black Horse to finance the purchase o... (3 pages)View decision -
Decision Reference DRN-5890952
23 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5890952 The complaint Mr and Mrs P complain that Bank of Scotland plc trading as Halifax (“Halifax”) won’t refund money they say they lost to an investment scam. Mr and Mrs P are professionally represented, however, to keep things simple, I’ll refer to Mr and Mrs P throughout my dec... (3 pages)View decision -
Decision Reference DRN-6043517
23 Dec 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-6043517 The complaint Mr B complains Clydesdale Financial Services Limited (trading as Barclays Partner Finance) (the “Lender”) has failed to honour a claim under Section 75 of the Consumer Credit Act 1974 (the “CCA”) and has participated in an unfair credit relationship with him un... (11 pages)View decision