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 370902 results
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Decision Reference DRN-5580000
29 May 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5580000 The complaint Mrs B believes PayPal UK Ltd (PayPal) acted irresponsibly when it approved her credit card application and later increased the credit limit. What happened In June 2022 Mrs B applied for a credit card with PayPal. This application was approved with an initial c... (6 pages)View decision -
Decision Reference DRN-5463796
29 May 2025 Fogwill & Jones Asset Management Ltd UpheldInvestmentsDRN-5463796 The complaint Mr U complains he was caused losses by Fogwill & Jones Asset Management Ltd trading as Fogwill & Jones Wealth Management (“Fogwill”) investing in high risk stocks unsuited to his assessed risk attitude of “moderately adventurous”. He also says Fogwill’s... (6 pages)View decision -
Decision Reference DRN-5243782
29 May 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5243782 The complaint Mr C complains about Bank of Scotland plc trading as Halifax. He says that he has been the victim of a scam and would like Halifax to refund him the money he has lost as a result What happened Mr C made an investment totalling £20,000 with a company I will refe... (4 pages)View decision -
Decision Reference DRN-5175808
29 May 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5175808 The complaint Mr D complains about NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest). He says that he has fallen victim to a scam and would like NatWest to refund him the money he has lost. What happened Mr D was introduced to an investment with a company I will ref... (4 pages)View decision -
Decision Reference DRN-5458103
29 May 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5458103 The complaint Ms D complains that American Express Services Europe Limited will not refund a payment she made after goods were not delivered. What happened On 19 June 2024 Ms D made an online purchase of two items costing £4,315 in total from a retailer which I’ll refer to a... (2 pages)View decision -
Decision Reference DRN-5583627
29 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5583627 The complaint Mr A is unhappy with Lloyds Bank PLC. He wanted to withdraw cash at a branch but instead he found the bank had blocked his account. Mr A feels he was deliberately discriminated against. What happened Mr A has had various different issues in his dealings with L... (3 pages)View decision -
Decision Reference DRN-5344719
29 May 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5344719 The complaint Mr Y says Bank of Scotland plc, trading as “Halifax”, refuses to credit his account for a refund was never returned. What happened Mr Y says he was abroad when he made a cash withdrawal at a casino for 10,000 Moroccan Dirhams (MAD) on 4 December 2023. Early the... (2 pages)View decision -
Decision Reference DRN-5592162
29 May 2025 Black Horse Limited UpheldConsumer CreditDRN-5592162 The complaint Mr F complains about a motorhome supplied under a hire purchase agreement, provided by Black Horse Limited. What happened Around December 2020 Mr F acquired a used motorhome under a hire purchase agreement with Black Horse. The motorhome is listed with a cash ... (6 pages)View decision -
Decision Reference DRN-5213941
29 May 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5213941 The complaint Mr H says Lloyds Bank PLC (“Lloyds”) refuses to refund him for transactions on his account he says he didn’t authorise. What happened The facts of this complaint are well known to both parties, so I won’t repeat them in detail here. In short, Mr H says two loan... (2 pages)View decision -
Decision Reference DRN-5587747
29 May 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5587747 The complaint In summary, Mr and Mrs R’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 ‘C... (15 pages)View decision
