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 179155 results
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Decision Reference DRN-5738729
15 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5738729 The complaint Mr M complains that Revolut Ltd won’t refund the full amount of money he says he lost to a scam. What happened Mr M sent several payments to what he thought was an investment recovery scheme. When Mr M didn’t receive his money back, he realised he had been scam... (3 pages)View decision -
Decision Reference DRN-6081097
15 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6081097 The complaint Mr A’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) decidin... (4 pages)View decision -
Decision Reference DRN-6059141
15 Jan 2026 Lendable Ltd Not upheldBanking and PaymentsDRN-6059141 The complaint Miss M complains that Lendable Ltd trading as Zable lent irresponsibly when it approved her credit card application and later increased the limit. What happened Miss M applied for a Zable credit card in March 2024. In her application, Miss M gave a net monthly... (3 pages)View decision -
Decision Reference DRN-5937916
15 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5937916 The complaint Mr C complains that Bank of Scotland plc trading as Halifax (‘Halifax’) hasn’t reimbursed the funds he lost when he says he fell victim to a scam. What happened In late 2024 Mr C instructed a professional representative to complain to Halifax about various sca... (3 pages)View decision -
Decision Reference DRN-5863240
15 Jan 2026 Starling Bank Limited UpheldBanking and PaymentsDRN-5863240 The complaint Mr T complains that Starling Bank Limited has not refunded money he lost to a scam. What happened Mr T was looking online for investment opportunities and came across an opportunity with a company I will call ‘C’. He says he saw various articles about C’s acti... (5 pages)View decision -
Decision Reference DRN-6033255
15 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6033255 The complaint Mr G complains that Lloyds Bank PLC didn’t provide him with a refund for a course he purchased using his credit card account. What happened On 13 March 2025, Mr G paid a £4,000 deposit for a training course with a merchant I’ll refer to as “N”. He says at the ... (4 pages)View decision -
Decision Reference DRN-5935874
15 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5935874 The complaint Mr C and Miss D complain that Barclays Bank UK Plc (‘Barclays’) hasn’t refunded the money Miss D lost to an investment scam. Miss D referred the complaint to this service with the help of a professional representative. However, for ease of reading, I’ll refer ... (4 pages)View decision -
Decision Reference DRN-5993090
15 Jan 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5993090 The complaint Miss B has complained about the way Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) dealt with a claim for money back in relation to a property rental she paid for with credit it provided. What happened The facts of this case are not disputed so I... (4 pages)View decision -
Decision Reference DRN-6070785
15 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-6070785 The complaint Mr G complains that Santander UK Plc (‘Santander’) acted irresponsibly by not preventing him from making repeated gambling transactions between May 2023 and January 2025. An ombudsman colleague has issued a jurisdiction decision saying that this service can on... (2 pages)View decision -
Decision Reference DRN-5806610
15 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5806610 The Complaint Mr and Mrs D’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)... (14 pages)View decision