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 388057 results
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Decision Reference DRN-5924068
5 Dec 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5924068 The complaint Mrs J is unhappy HSBC UK Bank Plc wont refund money she says she lost to a scam. Mrs J is being represented by her husband, Mr J. However, to keep things simple, I’ll mainly refer to Mrs J throughout my decision. What happened Mrs J told our service she had bee... (2 pages)View decision -
Decision Reference DRN-5771191
5 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5771191 The complaint Miss C complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. Miss C is being represented by a third party. To keep things simple, I will refer to Miss C throughout my decision. What happened The background o... (5 pages)View decision -
Decision Reference DRN-5771295
5 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5771295 The complaint Miss C complains that Bank of Scotland plc trading as Halifax (Halifax) is refusing to refund her the amount she lost as the result of a scam. Miss C is being represented by a third party. To keep things simple, I will refer to Miss C throughout my decision. Wh... (3 pages)View decision -
Decision Reference DRN-5023439
5 Dec 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5023439 The complaint Mr and Mrs B’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and ... (8 pages)View decision -
Decision Reference DRN-5965783
5 Dec 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5965783 THE COMPLAINT Mr P complains that Zopa Bank Limited (“Zopa”) will not reimburse him money he says he is entitled to under section 75 of the Consumer Credit Act 1974 (“CCA”). WHAT HAPPENED In short, Mr P says he used his Zopa credit card to purchase ‘recruitment software’ fo... (3 pages)View decision -
Decision Reference DRN-5955567
5 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5955567 The complaint Mrs O complains that Lloyds Bank PLC (“Lloyds”) didn’t do enough to protect her when she fell victim to an investment scam. Mrs O is being represented by solicitors in this complaint. What happened Mrs O came across a company, which I’ll call “H”, through an ... (2 pages)View decision -
Decision Reference DRN-5764931
5 Dec 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5764931 The complaint Ms B complains about the settlement of her contents insurance claim by Aviva Insurance Limited (‘Aviva’). What happened The background to this complaint is well known to Ms B and Aviva. I won’t repeat in detail what’s already known to both parties, instead, in ... (3 pages)View decision -
Decision Reference DRN-5933434
5 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5933434 The complaint Mr J complains that Bank of Scotland Plc, trading as Halifax, won’t reimburse funds he says he lost to an investment fraud. What happened As the circumstances of this complaint are well known to both parties, I have summarised them briefly below. In or around J... (3 pages)View decision -
Decision Reference DRN-5934162
5 Dec 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5934162 The complaint Miss Z has complained that NewDay Ltd, trading as Aqua, were irresponsible in opening a Credit Card account and subsequently increasing the credit limit. What happened Aqua provided Miss Z with a credit card in March 2021 with a limit of £900. This limit was in... (3 pages)View decision -
Decision Reference DRN-5915569
5 Dec 2025 Premium Credit Limited Not upheldConsumer CreditDRN-5915569 The complaint Miss W complains about a claim she made to Premium Credit Limited (PCL) under Section 75 of the Consumer Credit Act 1974 (Section 75). What happened Miss W took out a training course with a provider who I’ll call L. The course cost £2,305.47. Including an addit... (4 pages)View decision