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 171072 results
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Decision Reference DRN-5230253
29 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5230253 The complaint Mrs O complains that Bank of Scotland plc trading as Halifax won’t refund money she lost when she fell victim to an investment scam. Mrs O is represented by solicitors in this complaint. What happened The details of this complaint are well known to both parti... (2 pages)View decision -
Decision Reference DRN-5457436
29 Aug 2025 Black Horse Limited Not upheldConsumer CreditDRN-5457436 The complaint Ms L complains about a debt owing to Black Horse Limited (“Black Horse”) which has now been sold on to a third party. What happened Ms L voluntarily terminated a hire purchase agreement in 2021. The hire purchase agreement had been taken in 2018 with Black Hors... (3 pages)View decision -
Decision Reference DRN-5717637
29 Aug 2025 Capquest Debt Recovery Limited UpheldConsumer CreditDRN-5717637 The complaint Mr M complains that Capquest Debt Recovery Limited (Capquest) were pursuing him for a debt they should have know was statute barred. What happened I issued my provisional findings on this case on 24 June 2025 (below). The complaint Mr M complains that Capquest ... (4 pages)View decision -
Decision Reference DRN-5667173
29 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5667173 The complaint Mr N complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application. What happened Mr N applied for an Aqua credit card in February 2020. In his application, Mr N said he was earning £23,000 a year that Aqua calculate... (2 pages)View decision -
Decision Reference DRN-5507208
29 Aug 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5507208 The complaint J, a limited company, complains that Wise Payments Limited (“Wise”) hasn’t refunded funds it says it lost as the result of a scam. The director of J, Mr K, made the complaint on its behalf and has referred it to us via a representative. For ease of reading in ... (3 pages)View decision -
Decision Reference DRN-5623561
29 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5623561 The complaint Mr S complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost to an investment scam. He’s represented by a firm of solicitors. To keep things simple, I’ll refer to Mr S throughout this decision. What happened In summary, Mr S says that, in August 2... (3 pages)View decision -
Decision Reference DRN-5599405
29 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5599405 The complaint Mr G complains about Bank of Scotland plc, trading as Halifax, only giving him a partial refund when he became a victim of an investment scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief ... (5 pages)View decision -
Decision Reference DRN-5732691
29 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5732691 The complaint Ms F complains that Barclays Bank UK PLC declined her application for a credit card. What happened On 27 March 2025 Ms F applied for an Amazon Barclaycard. Her application was declined. Ms F appealed the decision, but Barclays said the decision was the same and... (2 pages)View decision -
Decision Reference DRN-5275616
29 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5275616 The complaint and background Ms U complains Revolut Ltd (‘Revolut’) won’t reimburse £5,500 that she lost when she fell victim to a cryptocurrency investment scam. Our investigator didn’t uphold the complaint. She was satisfied that Revolut ought to have been concerned when ... (2 pages)View decision -
Decision Reference DRN-5785042
29 Aug 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5785042 The complaint Mr M complains about what he was told when he entered into a hire purchase agreement with BMW Financial Services(GB) Limited trading as BMW Financial (‘BMWFS’). What happened At the end of May 2023 Mr M entered into a hire purchase agreement with BMWFS. The ca... (5 pages)View decision
