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-5755831
3 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5755831 The complaint Mr M complains that Revolut Ltd has declined to reimburse payments made in relation to an investment scam. What happened As the parties are familiar with the facts of this case, I’ll summarise them briefly. In January 2023, Mr M saw an advert on social media sh... (3 pages)View decision -
Decision Reference DRN-5755839
3 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5755839 The complaint Mr M complains that Nationwide Building Society has declined to reimburse payments made in relation to an investment scam. What happened As the parties are familiar with the facts of this case, I’ll summarise them briefly. In January 2023, Mr M saw an advert on... (3 pages)View decision -
Decision Reference DRN-5473091
3 Sep 2025 Northern Bank Limited Not upheldBanking and PaymentsDRN-5473091 The complaint Mr and Mrs M complain that Northern Bank Limited trading as Danske Bank has declined to reimburse payments made in relation to an investment scam. What happened As the parties are familiar with the facts of this case, I’ll summarise them briefly. In January 202... (3 pages)View decision -
Decision Reference DRN-5737901
3 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5737901 The complaint Mr B is unhappy that Nationwide Building Society applied a £12 charge to his account. What happened Mr B raised a complaint with Nationwide as he couldn’t understand why a £12 ‘default’ fee applied to his account and was showing on his account statement every m... (2 pages)View decision -
Decision Reference DRN-5742257
3 Sep 2025 HSBC UK Bank Plc UpheldMortgagesDRN-5742257 The complaint Mr G complains that the work done by lawyers appointed by, and working for, HSBC UK Bank Plc, was very poor. He said that HSBC’s lawyers lied to him, and significantly delayed the transfer of this mortgage into his sole name, as well as making him incur extra c... (6 pages)View decision -
Decision Reference DRN-5282961
3 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5282961 The complaint Mr W complains Bank of Scotland plc trading as Halifax (“Halifax”) won’t refund the full amount of money he lost to a scam. What happened Halifax investigated the complaint and upheld it in part. Halifax found it should have intervened on the last payment Mr W ... (2 pages)View decision -
Decision Reference DRN-5631204
3 Sep 2025 Black Horse Limited Not upheldConsumer CreditDRN-5631204 The complaint Miss A complains that a car supplied to her under a hire purchase agreement with Black Horse Limited (Black Horse) was of unsatisfactory quality. What happened The circumstances of this case are well known to both parties, so I won’t repeat everything here. To... (4 pages)View decision -
Decision Reference DRN-5657665
3 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5657665 The complaint Mr and Mrs S complain that Lloyds Bank PLC (Lloyds) closed their joint current account without providing any reason or explanation. What happened Mr and Mrs S held a current account with Lloyds. Following an internal review, Lloyds wrote to Mr S on 25 March 202... (2 pages)View decision -
Decision Reference DRN-5727802
3 Sep 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5727802 The complaint Mr M says Motability Operations Limited (MOL) were unreasonable not to pay him a Good Condition Payment (GCP). What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key event... (2 pages)View decision -
Decision Reference DRN-5546957
3 Sep 2025 Western Union Payment Services GB Limited Not upheldBanking and PaymentsDRN-5546957 The complaint Mr S complains that Western Union Payment Services GB Limited trading as Western Union (WU) made a payment he requested in cash to a bank account not in the requested recipient’s name. What happened In December 2024 Mr S requested WU to make a payment to a reci... (2 pages)View decision
