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 163568 results
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Decision Reference DRN-5033522
20 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5033522 THE COMPLAINT Miss S holds/held an account with Santander UK Plc (“Santander”). Miss S’s complaint is about Santander’s refusal to reimburse her money she says she lost due to a scam. Miss S is represented by Mendelsons Solicitors (“Mendelsons”) in this matter. However, wh... (5 pages)View decision -
Decision Reference DRN-5345378
20 Jun 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5345378 Complaint Mrs H is unhappy that Nationwide Building Society didn’t reimburse her after she told it she’d fallen victim to a scam. Background In 2023, Mrs H made an investment in a company that I'll refer to as Company A. She says she wasn’t actively seeking investment o... (6 pages)View decision -
Decision Reference DRN-5607096
20 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5607096 The complaint Miss M has complained that Bank of Scotland plc trading as Halifax failed to process chargeback requests she made in relation to a number of disputed transactions. She also believes the bank failed to offer her sufficient support as a vulnerable consumer. Back... (4 pages)View decision -
Decision Reference DRN-5537881
20 Jun 2025 Sumup Payments Limited Not upheldBanking and PaymentsDRN-5537881 The complaint Mr K complains that SumUp Payments Limited have unreasonably closed his business’ merchant services account and withheld the funds. He’d like the funds released and £10,000 compensation. What happened Mr K’s business, C, held an account with SumUp to provide p... (3 pages)View decision -
Decision Reference DRN-5275499
20 Jun 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5275499 The complaint Mr S is unhappy that a car supplied to him under a finance agreement with Santander Consumer (UK) Plc trading as Santander Consumer Finance (“Santander”) was of unsatisfactory quality. Mr S is represented in the complaint by Mrs S but for ease of reading I will... (3 pages)View decision -
Decision Reference DRN-5638057
20 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5638057 The complaint Mr and Mrs M complain that Barclays Bank UK Plc didn’t do enough to prevent them losing money to what they say was a scam. Mr and Mrs M have used a representative to bring their complaint. But, for ease of reading, I’ll mostly just refer to Mr M, where I mean ... (3 pages)View decision -
Decision Reference DRN-5537746
20 Jun 2025 Shop Direct Finance Company Limited UpheldConsumer CreditDRN-5537746 The complaint Mr H complains that Shop Direct Finance Company Limited trading as very (“Very”) incorrectly charged him on his catalogue shopping account for two laptops. He says this has caused intense and significant emotional distress. What happened Mr H has a catalogue sh... (3 pages)View decision -
Decision Reference DRN-5527276
20 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5527276 The complaint Mrs T complains Monzo Bank Ltd (“Monzo”) didn’t do enough to protect her when she fell victim to a scam. The complaint is brought on her behalf by a professional representative, for ease I’ll refer to Mrs T throughout. What happened Both parties are familiar ... (3 pages)View decision -
Decision Reference DRN-5626076
20 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5626076 The complaint Mr F and Ms F complain that Revolut Ltd (Revolut) is refusing to refund them the amount Ms F lost as the result of a scam. Mr F and Ms F are being represented by a third party. To keep things simple, I will refer to Ms F throughout my decision. What happened Th... (4 pages)View decision -
Decision Reference DRN-5421871
20 Jun 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5421871 The complaint Mr P complains that Moneybarn No. 1 Limited trading as Moneybarn lent to him irresponsibly. What happened On 16 November 2017, Mr P entered into a finance agreement with Moneybarn as shown below, to buy a used van. He repaid the agreement in June 2023. Date A... (3 pages)View decision
