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 171073 results
-
Decision Reference DRN-5303261
5 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5303261 The complaint Mrs G is unhappy that Revolut Ltd won’t reimburse money she lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, Mrs G has explained that between March and April 2024 she m... (5 pages)View decision -
Decision Reference DRN-5128099
5 Sep 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5128099 The complaint Mr S and Miss H are seeking to recover £6,846 from The Royal Bank of Scotland Plc (RBS), a payment they made from their bank account for bifolding doors, and they now believe was a scam. What happened I’m not going to cover all the points raised in detail. The... (4 pages)View decision -
Decision Reference DRN-5279625
5 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5279625 The complaint Ms G is unhappy that Bank of Scotland plc trading as Halifax haven’t refunded money she lost as a result of a scam. Ms G is being supported in this complaint by a representative but for ease of I’ll only refer to Ms G in the decision. What happened The detail... (3 pages)View decision -
Decision Reference DRN-5673052
5 Sep 2025 Santander UK Plc UpheldMortgagesDRN-5673052 The complaint Mr R complains that, although Santander UK Plc reassured him that it wouldn’t put a new lower interest rate deal on the mortgage he holds jointly with another party without his agreement, it did then allow a new rate to be applied without his signature. What ha... (3 pages)View decision -
Decision Reference DRN-5198673
5 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5198673 The complaint Mrs C has complained that Revolut Ltd won’t refund the money she says she lost to a scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here: In July 2023 Mrs C saw an advertisement rega... (6 pages)View decision -
Decision Reference DRN-5564932
5 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5564932 The complaint Mrs B is unhappy Santander UK Plc (“Santander”) hasn’t reimbursed her after she fell victim to a scam. What happened The details of the complaint are well known to both parties, so I won’t go into too much detail again here. However, in summary, Mrs B has been ... (3 pages)View decision -
Decision Reference DRN-5596772
5 Sep 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5596772 The complaint Mr B complains that BMW Financial Services (GB) Limited (“BMW”) wrongly ended a car finance agreement. He wants BMW to reinstate the agreement. What happened In May 2024 Mr B entered into a hire purchase agreement with BMW. Under the terms of the agreement, whi... (2 pages)View decision -
Decision Reference DRN-5799641
5 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5799641 The complaint Miss S complains about the outcome of a claim she made to Santander UK Plc (Santander) in respect of goods purchased not having been delivered. What happened On 27 July 2024, Miss S paid £1,335.95 to a merchant who I’ll call B. The payment was made to purchase ... (5 pages)View decision -
Decision Reference DRN-5759926
5 Sep 2025 Santander UK Plc Not upheldMortgagesDRN-5759926 The complaint Mr B complains that Santander UK Plc: • Gave him a fixed interest rate product on his mortgage that did not last until the end of term. As a result, his payments increased in the final months of his mortgage. • Unfairly declined his request to extend the term o... (2 pages)View decision -
Decision Reference DRN-5606057
5 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5606057 The complaint Mrs W complains Revolut Ltd hasn’t refunded her after she fell victim to an impersonation scam and an unauthorised payment left her account. What happened Mrs W received a call from what she believed was her bank on 23 December 2023, and it informed her that he... (3 pages)View decision
