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-5784441
29 Aug 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5784441 The complaint Mrs C complains Lloyds Bank Plc acted unfairly by not refunding a payment she made using her debit card. What happened In June 2024 Mrs C placed an order for a bathroom suite from a company I’ll refer to as B. She paid a total of £11,080 for a shower, vanity un... (4 pages)View decision -
Decision Reference DRN-5030456
29 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5030456 The complaint Mr O has complained that Lloyds Bank PLC 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 the company Mr O sent the money to was operating as scam at the time the payments were ... (2 pages)View decision -
Decision Reference DRN-5696685
29 Aug 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5696685 The complaint Mrs K complains that Bank of Scotland plc (BoS) unfairly withdrew its acceptance of her negative equity property sale application. What happened Mrs K is represented by her son – Mr S. But, for simplicity. I’ll refer to anything he’s told us in relation to her... (4 pages)View decision -
Decision Reference DRN-5775299
29 Aug 2025 Topaz Finance Limited Not upheldMortgagesDRN-5775299 The complaint Ms B is unhappy with Topaz Finance Limited trading as Hessonite Mortgage’s approach to handling her mortgage account. She believes Hessonite should have acted sooner, and that its failure to do so has negatively impacted her. What happened Ms B took out a Buy-t... (5 pages)View decision -
Decision Reference DRN-5784283
29 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5784283 The complaint Mr C complains that Nationwide Building Society will not refund money he says he lost to a scam. Mr C is represented by a firm, but for ease, I have only referred to Mr C in my decision. What happened The background to this complaint is well known to both parti... (3 pages)View decision -
Decision Reference DRN-5623558
29 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5623558 The complaint Mr S complains that Bank of Scotland plc trading as Halifax (‘Halifax’) 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 The backgro... (3 pages)View decision -
Decision Reference DRN-5571519
29 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5571519 The complaint Mr M complains Bank of Scotland plc trading as Halifax unfairly closed his account and wrongly loaded a fraud marker against his name. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview... (3 pages)View decision -
Decision Reference DRN-5754706
29 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5754706 The complaint Mr D is unhappy with the service he received from Barclays Bank UK PLC when he raised a dispute about a deposit about a merchant. What happened In June 2024, Mr D raised a dispute with Barclays as he felt that a hotel he had paid for using his Barclays account ... (2 pages)View decision -
Decision Reference DRN-5677203
29 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5677203 The complaint Mr W complains that Monzo Bank Ltd hasn’t fully refunded the money he lost when he made a payment that turned out to be an APP scam. What happened In February 2025, Mr W required some home improvement works to be carried out. He found a trader who appeared suit... (4 pages)View decision -
Decision Reference DRN-5757067
29 Aug 2025 Shawbrook Bank Limited Not upheldBanking and PaymentsDRN-5757067 The complaint Ms L complains that Shawbrook Bank Limited won’t provide her with printed communications about her ISA including sending a paper statement in the post. What happened Ms L says that not having a paper statement has caused her frustration, financial loss and that... (3 pages)View decision
