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-5545797
4 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5545797 The complaint Mr A complains that Bank of Scotland plc trading as Halifax irresponsibly lent to him. Mr A is represented by a Claims Management Company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made... (4 pages)View decision -
Decision Reference DRN-5667743
4 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5667743 The complaint X complains that Revolut Ltd failed to manage a chargeback properly. What happened While abroad X booked a flight home using an online site paying with his Revolut account. When he got to the airport he was faced with having to pay an additional amount. He didn... (2 pages)View decision -
Decision Reference DRN-5241109
4 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5241109 The complaint Ms H complains that Monzo Bank Ltd (“Monzo”) won’t refund her two payments made from her current account as the result of a scam. What happened In July 2024, Ms H made two payments amounting to £525 to someone she believed to be a travel agent. However, when th... (2 pages)View decision -
Decision Reference DRN-5591815
4 Sep 2025 Bilderlings Pay Limited Not upheldBanking and PaymentsDRN-5591815 The complaint Mr D complains that Bilderlings Pay Limited (trading as Bilderlings) has withheld €546 after it closed his account. What happened Mr D had an account with Bilderlings. But Mr D has been added to the US Treasury Department’s Office of Foreign Assets Control (OFA... (2 pages)View decision -
Decision Reference DRN-5395127
4 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5395127 The complaint Mr F has complained that Revolut Ltd won’t refund money he says he lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on giving the reasons for my decision. Wh... (2 pages)View decision -
Decision Reference DRN-5698762
4 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5698762 The complaint Miss A complains that Santander UK Plc won’t reimburse a loss she suffered after she was a victim of fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In late 2021, Miss A came acro... (4 pages)View decision -
Decision Reference DRN-5546612
4 Sep 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5546612 The complaint Miss M complains that a car supplied to her under a hire purchase agreement with STARTLINE MOTOR FINANCE LIMITED (SMF) is of unsatisfactory quality. What happened In December 2023, Miss M entered into a hire purchase agreement with SMF to acquire a used car. T... (3 pages)View decision -
Decision Reference DRN-5786698
4 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5786698 The complaint Ms G complains that HSBC UK Bank Plc won’t refund money she lost when she was a victim of an investment scam. Ms G is represented by a firm I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refer... (12 pages)View decision -
Decision Reference DRN-5600068
4 Sep 2025 Bank of Scotland Plc Not upheldConsumer CreditDRN-5600068 The complaint Mr W complains that Bank of Scotland plc trading as Halifax was irresponsible in its lending to him and hasn’t done enough to rectify this. He wants his loan written off, additional compensation and a reassessment of his repayment plan. What happened Mr W was p... (3 pages)View decision -
Decision Reference DRN-5451244
4 Sep 2025 Bank of Scotland Plc UpheldMortgagesDRN-5451244 The complaint Ms C complains that Bank of Scotland plc trading as Halifax (Halifax) gave her incorrect information in relation to the amount of overpayments on her mortgage account which were available to her as advances if she wanted to underpay in future. What happened On ... (5 pages)View decision
