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
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Decision Reference DRN-5619439
4 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5619439 The complaint Mr P’s unhappy with the loss incurred after two international payments were rejected. He thinks National Westminster Bank Public Limited Company (NatWest) should have done more to prevent this loss. What happened In late June 2024, Mr P sent payments of £5,034.... (2 pages)View decision -
Decision Reference DRN-5574088
4 Sep 2025 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5574088 The complaint Mr D has complained about the quality of a car he acquired under a hire purchase agreement with First Response Finance Limited (“FRF”). What happened The circumstances of the complaint are well known to the parties so I’m not going to go over everything again ... (3 pages)View decision -
Decision Reference DRN-5735307
4 Sep 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5735307 The complaint Mr A complains that the car he acquired through BMW Financial Services(GB) Limited (“BMW”) wasn’t of satisfactory quality. He says its offer of compensation is insufficient. Mr A is represented in his complaint. For ease of reading, any reference to “Mr A” ref... (4 pages)View decision -
Decision Reference DRN-5796267
4 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5796267 The complaint Mr M complains that Revolut Ltd (‘Revolut’) failed to protect him when he fell victim to two separate cryptocurrency investment related scams. Mr M is represented by solicitors in this complaint. What happened Mr M says he came across a social media advert re... (6 pages)View decision -
Decision Reference DRN-5409010
4 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5409010 The complaint Mr and Ms J complain that HSBC UK Bank Plc (trading as First Direct) won’t refund the money they lost when they say they fell victim to a scam. Mr and Ms J are represented in this complaint by a solicitor, but for simplicity I will refer to Mr and Ms J through... (4 pages)View decision -
Decision Reference DRN-5313839
4 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5313839 The complaint Mr M complains that Santander UK Plc has failed to refund money he lost to a scam. What happened Mr M was contacted on social media by someone who, after exchanging some messages, told him about an investment opportunity with a company I will call K. Mr M visi... (3 pages)View decision -
Decision Reference DRN-5797357
4 Sep 2025 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-5797357 The complaint Mrs C is unhappy that The Co-operative Bank Plc, trading as Smile, charged purchase interest on her credit account. What happened Mrs C had a credit account with Smile and made monthly payments to pay off the full purchase balance accrued that month to avoid i... (3 pages)View decision -
Decision Reference DRN-5596193
4 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5596193 The complaint A charity, which I will refer to as B, complains that Lloyds Bank Plc has changed its existing fee-free Treasurers’ Account to a fee-paying Community Account. What happened Lloyds told us: • In October 2024 it wrote to B to explain that it was changing B’s ex... (3 pages)View decision -
Decision Reference DRN-5797070
4 Sep 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5797070 The complaint Mr H says Clydesdale Bank Plc, trading as Virgin Money, adjusted off a payment he made towards his credit card balance and that that decision has caused him some distress and inconvenience. What happened I issued a provisional decision on this complaint in Aug... (3 pages)View decision -
Decision Reference DRN-5733795
4 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5733795 The complaint Mr O complains that Nationwide Building Society did not provide him with a permanent refund of a payment, as it should have done under the direct debit indemnity scheme. What happened At the end of December 2024 Mr O took out an insurance policy. He chose to pa... (2 pages)View decision
