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 383541 results
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Decision Reference DRN-5960860
19 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5960860 The complaint Ms R is unhappy Revolut Ltd won’t refund payments she made as part of a scam. What happened In 2023 Ms R received a message out of the blue, on an instant messaging service, from someone purporting to be from a recruitment agency, about a job opportunity. The w... (5 pages)View decision -
Decision Reference DRN-5792747
19 Nov 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5792747 The complaint Mrs P complains that Clydesdale Bank Plc trading as Virgin Money irresponsibly lent to her. Mrs P is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as bein... (3 pages)View decision -
Decision Reference DRN-5341460
19 Nov 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5341460 The complaint Mr B complains that J.P. Morgan Europe Limited trading as Chase (‘Chase’) hasn’t refunded the money he lost as the result of an authorised push payment (‘APP’) bank impersonation scam. What happened The circumstances of the complaint are well-known to both part... (4 pages)View decision -
Decision Reference DRN-5782529
19 Nov 2025 Everyday Lending Limited Not upheldConsumer CreditDRN-5782529 The complaint Mr A complains Everyday Lending Limited trading as Everyday Loans (Everyday) failed to conduct thorough enough financial checks before it approved a loan for him. What happened Mr A says Everyday approved a loan for him in January 2024 for £6,000 over five year... (3 pages)View decision -
Decision Reference DRN-5779344
19 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5779344 The complaint Mr K complains that Bank of Scotland plc trading as Halifax won’t reimburse funds he says he lost to a scam. What happened On 18 September 2024 Mr K paid £45 through a money transfer service (I’ll refer to them as P) to purchase an item, but he didn’t receive i... (3 pages)View decision -
Decision Reference DRN-5713331
19 Nov 2025 Lowell Portfolio I Limited Not upheldConsumer CreditThe complaint •Mr A complains that Lowell Portfolio I Ltd (Lowell) didn’t treat him fairly when he raised allegations of fraud on an account, they were pursuing him for. What happened •Mr A had an account with a business I’ll call P, as he was unable keep up with the repayments it was sold... (3 pages)View decision -
Decision Reference DRN-5930868
19 Nov 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5930868 The complaint Mr P complains that American Express Services Europe Limited (Amex) irresponsibly lent to him. What happened Mr P was approved for an Amex in October 2018, with a £9,000 credit limit. The credit limit was increased to £13,000 in April 2019. Amex had reduced the... (3 pages)View decision -
Decision Reference DRN-5802847
19 Nov 2025 Acromas Insurance Company Limited UpheldInsuranceDRN-5802847 The complaint Mr J has complained about the increase at renewal to his car insurance premium and that his No Claims Discount (NCD) has been reduced following an incident. What happened Mr J bought a car insurance policy through a broker in May 2024. In December 2024 he rever... (2 pages)View decision -
Decision Reference DRN-5905707
19 Nov 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5905707 The complaint Mr S complains that Wise Payments Limited, trading as Wise, unfairly closed his account and withheld access to his funds. What happened Earlier this year, Wise decided to terminate its relationship with Mr S. The firm withheld access to the balance that remaine... (2 pages)View decision -
Decision Reference DRN-5954168
19 Nov 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5954168 The complaint Mr W complained that Red Sands Insurance Company (Europe) Limited (RS) declined a claim on his motor warranty. What happened Mr W took out a motor warranty with RS in mid-January 2025. In late-March 2025, the oil light on Mr W’s car came on. He stopped driving ... (4 pages)View decision
