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 170827 results
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Decision Reference DRN-5625836
21 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5625836 The complaint Miss B complains that Lloyds Bank PLC decided not to refund her the money she lost through a scam. Miss B has brought her complaint to us via a representative but I will refer to her throughout for simplicity. What happened Miss B said that she found out abou... (5 pages)View decision -
Decision Reference DRN-5770392
21 Aug 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5770392 The complaint Mr C complains about a new motorbike supplied under a hire purchase agreement, provided by BMW Financial Services(GB) Limited (‘BMWFS’). What happened Around April 2024 Mr C acquired a new motorbike under a hire purchase agreement with BMWFS. The motorbike is ... (5 pages)View decision -
Decision Reference DRN-5763780
21 Aug 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5763780 The complaint Mr S’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Consumer Finance 1 (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 197... (15 pages)View decision -
Decision Reference DRN-5628368
21 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5628368 The complaint Mr I complains that Bank of Scotland Plc (trading as Halifax) won’t refund the money he lost when he fell victim to a scam. What happened Mr I met someone in the course of his work who told him they were involved with investments and had an opportunity Mr I co... (4 pages)View decision -
Decision Reference DRN-5277386
21 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5277386 The complaint Miss V complains that Monzo Bank Ltd (‘Monzo’) won’t refund her the money she lost after she fell victim to an Authorised Push Payment (‘APP’) scam. What happened The background to this complaint is well known to both parties and has been laid out in detail by... (4 pages)View decision -
Decision Reference DRN-5551585
21 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5551585 The complaint Mr W complains that Bank of Scotland (‘BOS’) declined his request for an appointment at his local branch. What happened Mr W had bank accounts with BOS. Mr W contacted it in August 2024 and asked to book a face to face appointment at his local branch so that a... (2 pages)View decision -
Decision Reference DRN-5767880
21 Aug 2025 Tandem Motor Finance Limited UpheldConsumer CreditDRN-5767880 The complaint Mr S has complained about the quality of a car provided on finance by Tandem Motor Finance Limited. What happened Tandem supplied Mr S with a used car on a hire purchase agreement in October 2023. The cash price of the car was around £6,700 and it had covered ... (7 pages)View decision -
Decision Reference DRN-5720291
21 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5720291 The complaint Mr J is unhappy his Nationwide Building Society (“Nationwide”) debit card was declined on two separate occasions. He is also unhappy with the service he received from Nationwide when he raised this. What happened In January 2025, Mr J tried to use his Nationwid... (3 pages)View decision -
Decision Reference DRN-4641156
21 Aug 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4641156 The complaint Mr and Mrs M’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (15 pages)View decision -
Decision Reference DRN-5097606
21 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5097606 The complaint Miss P complains that Revolut Ltd hasn’t reimbursed the money she’s lost to scams. What happened Miss P has fallen victim to two separate scams. Scam 1 Miss P says she came across an online advertisement for an investment opportunity with a company I’ll refer t... (4 pages)View decision
