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-5344423
28 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5344423 The complaint Mr M complains that Nationwide Building Society won’t reimburse funds he says he lost when he fell victim to a scam. The complaint is brought on his behalf by a professional representative, but I’ll mainly refer to Mr M here. What happened The background of t... (2 pages)View decision -
Decision Reference DRN-5288214
28 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5288214 The complaint Mr M complains Revolut Ltd won’t reimburse over £46,000 that he says he lost when he fell victim to a scam. The complaint is brought on his behalf by a professional representative, but I’ll mainly refer to Mr M here. What happened The background of the compla... (2 pages)View decision -
Decision Reference DRN-5433609
28 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5433609 The complaint Mr H has complained Revolut Ltd did nothing to stop him being a victim of a scam. What happened Mr H has held an account with Revolut since April 2021. Mr H fell victim to a scam in November 2023 after believing he was talking to someone who represented his oth... (3 pages)View decision -
Decision Reference DRN-5781838
28 Aug 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5781838 The complaint Miss W complains Barclays Bank UK PLC provided copies of joint account statements she held with her late mother to her sister, without her consent. She also complains Barclays changed the address on these accounts to her sister’s address and her sister received... (5 pages)View decision -
Decision Reference DRN-5765495
28 Aug 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5765495 The complaint Mr G complains that Moneybarn No. 1 Limited (Moneybarn) failed to tell him that he couldn’t voluntarily terminate his finance agreement with them in July 2024. What happened The detailed background to this complaint is well known to both parties. So, I’ll only ... (2 pages)View decision -
Decision Reference DRN-5733191
28 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5733191 The complaint Mrs D complains that Barclays Bank UK PLC (Barclays) are breaching the Equality Act 2010 by not allowing her attorney to access the app. Mrs D is represented by a third party, her attorney who I’ll refer to as B for ease of reading. What happened The details o... (2 pages)View decision -
Decision Reference DRN-5771898
28 Aug 2025 Bank of Scotland Plc UpheldMortgagesDRN-5771898 The complaint Mr S complains that Bank of Scotland plc, trading as Intelligent Finance (IF), lent him a mortgage secured on a property that was overvalued. He also complains about recent action IF has taken to recover the debt because the mortgage is in arrears. What happene... (6 pages)View decision -
Decision Reference DRN-5633469
28 Aug 2025 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5633469 The complaint Mr A complains that a car that was supplied to him under a hire purchase agreement with Toyota Financial Services (UK) plc, trading as Lexus Financial Services, was misrepresented to him. What happened A new car was supplied to Mr A under a hire purchase agreem... (4 pages)View decision -
Decision Reference DRN-5180751
28 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5180751 The complaint Ms D is unhappy that Revolut Ltd haven’t refunded money she lost as a result of a scam. Ms D is being represented by a professional representative but for ease of I’ll only refer to Ms D in the decision. What happened The detailed background to this complaint... (3 pages)View decision -
Decision Reference DRN-5161328
28 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5161328 The complaint Ms D is unhappy that Barclays Bank UK Plc haven’t refunded money she lost as a result of a scam. Ms D is being represented by a professional representative but for ease of I’ll only refer to Ms D in the decision. What happened The detailed background to this ... (3 pages)View decision
