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-5544736
29 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5544736 The complaint Mr H complains Revolut Ltd won’t reimburse money he lost when he fell victim to a scam. What happened Mr H paid over £26,000.00 between April 2023 and October 2023 for what he was led to believe were fees to recover £5,000 he’d lost previously. Mr H sent funds... (2 pages)View decision -
Decision Reference DRN-5754231
29 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5754231 The complaint Mr P complains about how Barclays Bank UK PLC dealt with a US Dollar Currency Deposit Account. What happened In September 2015 Mr P opened a US Dollar Currency Deposit Account with Barclays. The interest rate at the time he opened the account was 0.35%. In Apri... (3 pages)View decision -
Decision Reference DRN-5657103
29 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5657103 The complaint Ms L is unhappy with Santander UK Plc. Ms L thinks Santander’s transfer system is “unsafe.” She said the account details for the recipient aren’t shown at the verification stage just before the transfer completes. Ms L pointed this out to Santander branch staff... (3 pages)View decision -
Decision Reference DRN-5634901
29 Aug 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5634901 The complaint Mr and Mrs P complain (‘Nationwide’), haven’t reimbursed them following an Authorised Push Payment (‘APP’) property investment scam they fell victim to. They say Nationwide should reimburse them for the money they lost. Mr and Mrs P have brought the complaint ... (7 pages)View decision -
Decision Reference DRN-5493334
29 Aug 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5493334 The complaint Miss M complains that she shouldn’t still owe another payment on her previous finance agreement with BMW Financial Services (GB) Limited trading as Alphera Financial Services (“Alphera”). What happened Miss M was approaching the end of her hire purchase agreeme... (3 pages)View decision -
Decision Reference DRN-5150594
29 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5150594 The complaint Mr L complains HSBC UK Bank Plc trading as first direct (“first direct”) won’t refund the full amount of money he lost to a scam. What happened Our investigator didn’t uphold the complaint. He didn’t think any of the payments looked suspicious such that first d... (2 pages)View decision -
Decision Reference DRN-5573125
29 Aug 2025 Black Horse Limited Not upheldConsumer CreditDRN-5573125 The complaint Mr D, through his representative, complains that Black Horse Limited lent to him irresponsibly when it approved two agreements to finance vehicle purchases in 2017 and 2019. What happened Mr D took two car finance agreements with Black Horse and here is a brief... (4 pages)View decision -
Decision Reference DRN-5234178
29 Aug 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5234178 The complaint Mr and Miss N complain that Royal Bank of Scotland plc (RBS) didn’t notify them that their platinum account didn’t pay interest. What happened Mr and Miss N had a platinum account with RBS. This RBS account - a packaged bank account - had been open since 2006 an... (6 pages)View decision -
Decision Reference DRN-5784446
29 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5784446 The complaint Miss B has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) started charging her a monthly fee for a Select Platinum packaged account. Miss B is unhappy with this because, when she left NatWest, she says she was told she’d get the S... (4 pages)View decision -
Decision Reference DRN-5330394
29 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5330394 The complaint Mr C complains that HSBC UK Bank Plc won’t refund money he said he lost to a scam. What happened In summary, In July and August 2024 Mr C made payments of approximately £3,132.42 towards what he thought was a legitimate cryptocurrency investment. He said he was... (2 pages)View decision
