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
-
Decision Reference DRN-5746098
28 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5746098 The complaint and background Mr S complains Santander UK Plc (‘Santander’) won’t reimburse over £67,000 he lost when he fell victim to a cryptocurrency investment scam. Our investigator didn’t uphold the complaint. Although he found Santander ought to have enquired better d... (4 pages)View decision -
Decision Reference DRN-5325702
28 Aug 2025 Access Paysuite Ltd Not upheldBanking and PaymentsDRN-5325702 The complaint A limited company, which I’ll refer to as M, complains that Access Paysuite Ltd unfairly required M to reimburse them £6,796 for three chargebacks. M says Access Paysuite had never notified it of the chargebacks, so it had had no chance to present a defence. Wh... (3 pages)View decision -
Decision Reference DRN-5780799
28 Aug 2025 Gatehouse Bank Plc UpheldMortgagesDRN-5780799 The complaint Mr K and Mrs B complain that they were sold a Sharia (Islamic) mortgage by Gatehouse Bank Plc without being fully informed from the outset about the possible tax implications involved in the transaction. What happened In early 2024 Mr K and Mrs B applied to Gat... (3 pages)View decision -
Decision Reference DRN-5416256
28 Aug 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5416256 The complaint Mr R is complaining that Close Brothers Limited trading as Close Brothers Motor Finance (CBMF) shouldn’t have lent to him – he says the lending was unaffordable. Mr R is represented in his complaint, but for ease I’ve written as if we’ve dealt directly with him... (4 pages)View decision -
Decision Reference DRN-5713722
28 Aug 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5713722 The complaint X, a limited company represented here by Mrs G – its director – complains that Metro Bank PLC did not reimburse the money X lost to a scam. What happened In December 2022 Mrs G’s spouse, Mrs A, was contacted by someone they both knew – a fellow property invest... (5 pages)View decision -
Decision Reference DRN-5752185
28 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5752185 The complaint Mr S complains that Bank of Scotland plc, trading as Halifax, won’t refund to him the money that he paid for some flights. What happened I issued a provisional decision on this complaint last month in which I described what had happened as follows: “Mr S used h... (5 pages)View decision -
Decision Reference DRN-5741545
28 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5741545 The complaint Miss I complains that Lloyds Bank PLC (‘Lloyds’) won’t reimburse the funds she lost when she says she fell victim to a scam. What happened Miss I says that she was introduced to someone I’ll call F in this decision by a trusted friend. F traded in cryptocurrenc... (4 pages)View decision -
Decision Reference DRN-5462140
28 Aug 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5462140 The complaint Mr M complains that the car he acquired through MotoNovo Finance Limited (“MFL”) wasn’t of satisfactory quality. He wants MFL to fairly and reasonably settle his complaint by either accepting rejection of the car, or by providing him with a fully working replac... (5 pages)View decision -
Decision Reference DRN-5333779
28 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5333779 The complaint Mr O has complained that Bank of Scotland plc (trading as Halifax) won’t refund the money he lost after falling victim to a scam. What happened In 2023, Mr O found an investment opportunity through social media, which unfortunately later turned out to be a scam... (3 pages)View decision -
Decision Reference DRN-5775430
28 Aug 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5775430 The complaint Mr O complaints that PayPal UK Ltd provided him with a line of credit without assessing whether he could afford to repay that credit. What happened Mr O bought a sofa for £3,900 online using his PayPal account. Mr O instructed PayPal to process the payment usin... (3 pages)View decision
