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 185689 results
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Decision Reference DRN-6287707
23 Apr 2026 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-6287707 The complaint Mr L has complained about the way Santander Consumer (UK) plc T/A Santander Consumer Finance (SCUK) administered a conditional sale agreement. What happened The circumstances of the complaint are well known to the parties so I won’t go over everything again in... (3 pages)View decision -
Decision Reference DRN-6273037
23 Apr 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6273037 The complaint Mr S complains that Revolut Ltd won’t refund the full amount of money he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both parti... (2 pages)View decision -
Decision Reference DRN-6235739
23 Apr 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6235739 The complaint Mrs D complains that Revolut Ltd won’t refund the money she says she’s lost to a scam. What happened On 2 October 2025, Mrs D paid a seller I’ll refer to as ‘S’ £5,900 via faster payment from her Revolut account for a vehicle she’d seen advertised on a popular ... (2 pages)View decision -
Decision Reference DRN-6209111
23 Apr 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6209111 The complaint Mr H complains that Nationwide Building Society won’t refund a payment he made as a result of a scam. What happened Mr H paid nearly £6,000.00 in cash for a vehicle that was later seized as stolen and cloned. He found the listing online and, following conversat... (2 pages)View decision -
Decision Reference DRN-6246975
23 Apr 2026 ZILCH TECHNOLOGY LIMITED UpheldConsumer CreditDRN-6246975 The complaint Miss C complains about how ZILCH TECHNOLOGY LIMITED (‘Z’) handled a claim she made to it. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes with m... (3 pages)View decision -
Decision Reference DRN-6001683
23 Apr 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-6001683 The complaint Mr O has complained Starling Bank Limited lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr O had been running accounts with Starling for a number of years. In April 2022 Starling raised some issues with Mr O aft... (3 pages)View decision -
Decision Reference DRN-5875682
23 Apr 2026 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5875682 The complaint Mr H complains that HSBC UK Bank Plc (‘HSBC’) won’t reimburse the funds he lost when he fell victim to a scam. What happened In July 2024 Mr H was sent details of an investment opportunity with a company I’ll call ‘C’, by a broker firm. Mr H was provided with ... (7 pages)View decision -
Decision Reference DRN-6053580
23 Apr 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6053580 The complaint Mr H has complained that HSBC UK Bank Plc (“HSBC”) failed to identify, intervene, and provide support in response to clear and escalating signs of gambling-related spending on his account. Mr H says that this particularly became a problem between 21 May 2025 a... (3 pages)View decision -
Decision Reference DRN-6126737
23 Apr 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-6126737 The complaint Mr J complains about the service provided by Clydesdale Bank Plc trading as Virgin Money in relation to his credit card account. What happened Mr J has held a credit card account with Virgin for a number of years. In 2018, his old card expired. Virgin didn’t is... (4 pages)View decision -
Decision Reference DRN-6291699
23 Apr 2026 MONZO BANK LIMITED Not upheldBanking and PaymentsDRN-6291699 The complaint Mr A complains that Monzo Bank Limited blocked a payment which he wanted to make to purchase flights. By the time he was able to complete the payment, the cost of the flights had increased by more than £400. Mr A wants Monzo to compensate him for that loss. Wha... (2 pages)View decision