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-5137938
19 Jun 2025 VIVA WALLET.COM LTD UpheldBanking and PaymentsDRN-5137938 The complaint A company, T, complains VIVAWALLET.COM trading as Viva.com (“Viva”) won’t refund transactions made from the company’s account which it says it didn’t make or authorise. T is represented by one of its directors, Mr F. What happened Mr F says his phone was stol... (3 pages)View decision -
Decision Reference DRN-5634833
19 Jun 2025 Tandem Motor Finance Limited UpheldConsumer CreditDRN-5634833 The complaint Mr T is complaining about Tandem Motor Finance Limited trading as 1st Stop Car Finance (1 st Stop). He says they were irresponsible in lending to him because the repayments were unaffordable. Mr T is represented by a third party but for ease, I’ve written as if... (8 pages)View decision -
Decision Reference DRN-5617268
19 Jun 2025 Skipton Building Society Not upheldBanking and PaymentsDRN-5617268 The complaint Miss K complains that Skipton Building Society (“Skipton”) failed to take any action to ensure her ISA on maturity received the best available rate on offer. Miss K believes Skipton’s maturity process is designed to make it more difficult to achieve a good outc... (5 pages)View decision -
Decision Reference DRN-5593033
19 Jun 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5593033 The complaint Miss M complains that Wise Payments Limited won’t refund payments she made as a result of a scam. What happened Miss M was the victim of a job scam involving the following payments from her newly opened Wise account: Ref Date Description Amount 1 26 August 2023... (3 pages)View decision -
Decision Reference DRN-5593028
19 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5593028 The complaint Miss M complains that Bank of Scotland plc won’t refund payments she made as a result of a scam. What happened Miss M was the victim of a job scam involving the following payments from her Bank of Scotland account: Ref Date Description Amount 1 25 August 2023 P... (3 pages)View decision -
Decision Reference DRN-5403581
19 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5403581 The complaint Mr L complains HSBC UK Bank Plc didn’t do enough to help get a refund for a purchase made on his debit card. What happened In September 2024, Mr L booked a holiday, paying with his HSBC debit card. While on the holiday in November 2024, Mr L found the hotel to... (3 pages)View decision -
Decision Reference DRN-5634661
19 Jun 2025 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-5634661 The complaint Mrs J is unhappy with Frasers Group Financial Services Limited, trading as Studio (Frasers) because she says they did not correctly adjust the balance on her running credit account when a refund was applied to the account. Mrs J is represented in this matter b... (5 pages)View decision -
Decision Reference DRN-5415539
19 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5415539 The complaint Mr D complains that National Westminster Bank Public Limited Company (NatWest) failed to sufficiently intervene causing him to fall victim to an authorised push payment (APP) investment scam. What happened The details of this complaint are well known to both p... (2 pages)View decision -
Decision Reference DRN-5415624
19 Jun 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5415624 The complaint Mr D says Moneybarn No. 1 Limited, (‘Moneybarn’), irresponsibly lent to him. He says that it didn’t take reasonable steps to ensure he could afford the repayments towards a conditional sale agreement to purchase a car. He says that, at the time of sale, he had... (4 pages)View decision -
Decision Reference DRN-5293431
19 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5293431 The complaint Mr K complains that HSBC UK Bank Plc (HSBC) won’t reimburse him for payments he made to a scam. Mr K’s complaint is brought by a professional representative but for ease I will refer only to Mr K in this decision. What happened The detailed background to this c... (4 pages)View decision
