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-5999254
5 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5999254 The complaint Ms N’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (14 pages)View decision -
Decision Reference DRN-5999051
5 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5999051 The complaint Mr and Mrs B’s complaint is, in essence, that Shawbrook Bank Limited (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 (2)... (12 pages)View decision -
Decision Reference DRN-5959667
5 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5959667 The complaint Ms P complains that Lloyds Bank PLC won’t refund her the money she says she lost in an investment scam. Ms P is being represented by a professional representative, but for ease of reading I’ll just refer to Ms P. What happened The circumstances surrounding this... (4 pages)View decision -
Decision Reference DRN-5928365
5 Dec 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5928365 The complaint Complaint Mr M complains (‘Barclays’) hasn’t reimbursed him following an Authorised Push Payment (‘APP’) investment scam he fell victim to. He says Barclays should reimburse him for the money he lost. Mr M has brought the complaint with the assistance of a prof... (5 pages)View decision -
Decision Reference DRN-5828299
5 Dec 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5828299 The complaint Mr S complains about the amount Liverpool Victoria Insurance Company Limited (LV) has paid to settle a claim he made under his home insurance policy. What happened The circumstances of this complaint will be well known to both parties and so I’ve summarised eve... (3 pages)View decision -
Decision Reference DRN-5933742
5 Dec 2025 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-5933742 The complaint Miss W complains that a car she acquired through a hire purchase agreement with Blue Motor Finance Ltd (‘BMF’) was of unsatisfactory quality. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them... (3 pages)View decision -
Decision Reference DRN-5438450
5 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5438450 The complaint Mr T complains that Bank of Scotland trading as Halifax (“Halifax”) won’t refund the money he lost to an investment which he now believes was a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail h... (4 pages)View decision -
Decision Reference DRN-5933931
5 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5933931 The complaint Mr K complains Lloyds Bank PLC wrongly loaded a fraud marker against his name. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Mr K held an account w... (3 pages)View decision -
Decision Reference DRN-5960770
5 Dec 2025 Curve UK Limited UpheldBanking and PaymentsDRN-5960770 The complaint Miss W complains that Curve UK Limited failed to pay her £10 cash reward for being referred by a friend. What happened In January 2025, Miss W signed up to Curve, following a referral from a friend. She received an email confirming that she was entitled to a £1... (2 pages)View decision -
Decision Reference DRN-5662940
5 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5662940 The complaint Ms I complains that Revolut Ltd has unfairly declined to refund disputed transactions made from her account after she was the victim of a scam. What happened On 10 December 2024, Ms I sold an item via an online marketplace. She says she then received a notifica... (3 pages)View decision