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 162956 results
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Decision Reference DRN-5251543
11 Jun 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5251543 The complaint Mr P complains about Santander UK Plc. He would like Santander to refund him his remaining losses from a scam he fell victim to in 2021. What happened The details of what happened here are well-known to all parties, so I won’t repeat them in detail here. In su... (3 pages)View decision -
Decision Reference DRN-5301149
11 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5301149 The complaint Mr Y complains about Barclays Bank UK PLC. He says that he has been the victim of a scam and would like Barclays to refund him the money he has lost as a result. What happened Mr Y met an individual while he was providing a taxi service to the individual’s ho... (2 pages)View decision -
Decision Reference DRN-5618843
11 Jun 2025 Auto Accept Finance Limited UpheldConsumer CreditDRN-5618843 The complaint Mr and Mrs M complain about a car supplied under a hire purchase agreement, provided by Auto Accept Finance Limited (‘AAF’). What happened Around July 2023 Mr and Mrs M acquired a used car under a hire purchase agreement with AAF, from a dealer I’ll refer to as... (8 pages)View decision -
Decision Reference DRN-5595008
11 Jun 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5595008 The complaint Mr J complains that Barclays Bank UK PLC trading as Tesco Bank was irresponsible in its lending to him. What happened Mr J was provided with a £30,000 loan by Tesco Bank in November 2018. The loan term was 122 months and Mr J was required to make 120 monthly re... (3 pages)View decision -
Decision Reference DRN-5029823
11 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5029823 The complaint Mrs P complains about Santander UK Plc. She says that she has fallen victim to a scam and would like Santander to refund her the money she has lost as a result. What happened In December 2019, Mrs P made a payment of £10,000 to a company I will refer to as HS... (3 pages)View decision -
Decision Reference DRN-5308530
11 Jun 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5308530 The complaint Mrs M complains that Kroo Bank Ltd (“Kroo”) won’t refund a payment made as part of a scam. What happened In March 2024, Mrs M unfortunately fell victim to an impersonation scam. She received a call purportedly from Amazon about suspicious activity on her accou... (3 pages)View decision -
Decision Reference DRN-5234951
11 Jun 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5234951 The complaint A complains Starling Bank Limited unfairly restricted and closed its account. A is represented by a director – Mr A. 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 k... (4 pages)View decision -
Decision Reference DRN-5032745
11 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5032745 The complaint Mrs G is unhappy that Revolut Ltd haven’t refunded money she lost as a result of a scam. Mrs G is being represented by solicitors but, for ease of reading, I’ll only refer to Mrs G in the decision. What happened The detailed background to this complaint is we... (4 pages)View decision -
Decision Reference DRN-4856478
11 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4856478 The complaint Mr H complains that Bank of Scotland plc trading as Halifax won’t refund money he lost to a scam. Mr H is represented by a firm I’ll refer to as “C”. For ease, I have referred to comments made by C as though Mr H made them. What happened Mr H is unhappy Halifax... (3 pages)View decision -
Decision Reference DRN-5584102
11 Jun 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5584102 The complaint Mr W complains Vanquis Bank Limited (“Vanquis”) lent him a credit card without an adequate assessment of whether or not he could afford the card. What happened In February 2019, Mr W applied for a credit card with Vanquis. The application was approved and he w... (4 pages)View decision
