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 170994 results
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Decision Reference DRN-5305046
10 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5305046 The complaint Mr H complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr H is being represented by a third party. To keep things simple, I will refer to Mr H throughout my decision. What happened The background of this ... (3 pages)View decision -
Decision Reference DRN-5597294
10 Sep 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5597294 The complaint Miss C complains that Shop Direct Finance Company Limited trading as very lent to her irresponsibly when they provided her with a Credit Account. What happened In January 2020, Miss C was provided with a Credit Account by Shop Direct which allowed her to purch... (3 pages)View decision -
Decision Reference DRN-5617000
10 Sep 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5617000 The complaint Mr I is unhappy that Bank of Scotland UK Plc haven’t refunded money he lost as a result of a scam. Mr I is being supported by a legal representative but for ease I’ll only refer to Mr I in the decision. What happened The detailed background to this complaint ... (4 pages)View decision -
Decision Reference DRN-5616632
10 Sep 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5616632 The complaint Mr B has complained TSB Bank plc failed in any safeguarding of his expenditure when he spent on gaming sites in 2024. What happened Mr B is receiving mental health support and is represented in his complaint by his father, who I’ll call Mr B1. On 13 November 20... (3 pages)View decision -
Decision Reference DRN-5734292
10 Sep 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5734292 The complaint Mr C is unhappy that Barclays Bank UK PLC, trading as Tesco Bank, charged him cash transaction fees when he purchased two gift e-vouchers. What happened Mr C purchased two gift e-vouchers using his Tesco credit card. When Mr C received his next monthly statemen... (2 pages)View decision -
Decision Reference DRN-5250993
10 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5250993 The complaint Mr B complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) hasn’t reimbursed him after he was sold a faulty car. What happened Mr B found an advert for a second-hand car on a popular car sales website. He arranged to meet with the seller n... (3 pages)View decision -
Decision Reference DRN-5802536
10 Sep 2025 Motability Operations Limited UpheldConsumer CreditDRN-5802536 The complaint Miss L is unhappy that Motability Operations Limited (MOL) terminated her hire agreement and issued a sanction preventing her from applying to the scheme for a certain period of time. When I refer to what Miss L and/or MOL said or did, it should also be taken ... (4 pages)View decision -
Decision Reference DRN-5618426
10 Sep 2025 Vanquis Bank Limited Not upheldConsumer CreditDRN-5618426 The complaint Ms P complains that Vanquis Bank Limited lent to her irresponsibly. What happened On 1 April 2022, Ms P applied for and received a loan from Vanquis. It was agreed on the following terms: Amount Term Monthly repayment Total payable £4,00024 months £209.03 £5,0... (3 pages)View decision -
Decision Reference DRN-5792578
10 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5792578 The complaint Mr W complains that HSBC UK Bank Plc (“HSBC”) won’t refund money he lost when he fell victim to an investment scam. What happened In February 2021, following an introduction by the director of a company he used to work for, Mr W made a payment of £20,000 from ... (9 pages)View decision -
Decision Reference DRN-5683787
10 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5683787 The complaint Mr A complained because Bank of Scotland plc, trading as Halifax, refused to refund him for transactions he said he hadn’t authorised. What happened In the evening of 23 December 2024, Mr A rang Halifax and said that he hadn’t been able to find his card since ... (5 pages)View decision
