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 179851 results
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Decision Reference DRN-5714382
16 Jan 2026 Handelsbanken plc Not upheldBanking and PaymentsDRN-5714382 The complaint Mrs and Mr M are unhappy Handelsbanken plc (“Handelsbanken”) have declined to refund them three payments which they believe they lost to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief... (5 pages)View decision -
Decision Reference DRN-6015517
16 Jan 2026 Premium Credit Limited Not upheldConsumer CreditDRN-6015517 The complaint Miss O is unhappy with what Premium Credit Limited (‘PCL’) did when she asked to defer a payment under a running account credit agreement used to fund a home insurance policy. What happened Around January 2025 Miss O entered into a running account credit agree... (3 pages)View decision -
Decision Reference DRN-5900503
16 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5900503 The complaint Mr S complains that Bank of Scotland plc failed to reclaim a payment he’d made using his debit card. What happened Mr S contacted Bank of Scotland to raise a chargeback request; he was seeking reimbursement of postage costs for two faulty items he’d returned t... (3 pages)View decision -
Decision Reference DRN-6085623
16 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-6085623 The complaint Mrs P complains National Westminster Bank Public Limited Company (“NatWest”) failed to protect her from financial harm when she fell victim to a scam. Mrs P initially had appointed a professional representative who brought this complaint on her behalf, but rece... (4 pages)View decision -
Decision Reference DRN-6067313
16 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6067313 The complaint Mr G complains that Bank of Scotland plc trading as Halifax hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr G has said that ... (2 pages)View decision -
Decision Reference DRN-5807755
16 Jan 2026 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5807755 The complaint Mrs E and Mrs W complain that Lloyds Bank PLC (‘Lloyds’) declined to reimburse payments they made to what they now believe to be a scam. What happened The circumstances of this complaint are well known to both parties, so I will not repeat every detail of what ... (5 pages)View decision -
Decision Reference DRN-6026307
16 Jan 2026 MBNA Limited Not upheldBanking and PaymentsDRN-6026307 The complaint Mr M complains that MBNA Limited displayed incorrect information on his credit file. What happened Mr M held two credit cards with MBNA. In March 2020, Mr M was declared bankrupt; he was discharged a year later, in March 2021. In 2025, Mr M discovered that hi... (3 pages)View decision -
Decision Reference DRN-5665377
16 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5665377 The complaint Mrs J complains that Monzo Bank Ltd failed to protect her from losing money in an investment scam. A professional representative, W, has brought the complaint to the Financial Ombudsman Service on Mrs J’s behalf. What happened Mrs J became involved in the scam ... (4 pages)View decision -
Decision Reference DRN-5886851
16 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5886851 The complaint Mr S complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr S is being represented by a third party. To keep things simple, I will refer to Mr S throughout my decision. What happened The background of this ... (4 pages)View decision -
Decision Reference DRN-6054194
16 Jan 2026 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-6054194 The complaint Mr C complains that a vehicle supplied to him under a hire purchase agreement with CA AUTO FINANCE UK LTD (CAF) is of unsatisfactory quality. Mr C’s complaint centres on what was offered by CAF to resolve the complaint due to his experience with the vehicle and... (3 pages)View decision