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
-
Decision Reference DRN-5314490
21 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5314490 The complaint Mrs B complains that Bank of Scotland plc, trading as Halifax (“Halifax”), 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, so I ... (7 pages)View decision -
Decision Reference DRN-5664259
21 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5664259 The complaint Mrs C is unhappy that NewDay issued her a store card with less favourable terms that she could have obtained, and also that NewDay moved her payment date forwards. What happened Mrs C had a store card, the administration of which was transferred to NewDay in 20... (2 pages)View decision -
Decision Reference DRN-5624948
21 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5624948 The complaint Miss M complains that Santander UK Plc won’t refund payments she made as a result of a scam. What happened Miss M was the victim of a job scam. In summary, she was tricked into making payments using her Santander credit card to crypto exchanges. From there, the... (3 pages)View decision -
Decision Reference DRN-5716019
21 Aug 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5716019 The complaint Mr S complains that Clydesdale Bank Plc, trading as Virgin Money, closed his account without telling him. What happened The details of this complaint are well known to both parties, so I won’t repeat them here. Instead, I’ll focus on my decision and the reasons... (2 pages)View decision -
Decision Reference DRN-5354955
21 Aug 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5354955 The complaint Mrs D complains that HSBC UK Bank Plc hasn’t refunded her after she fell victim to a scam. What happened The background to this complaint is well-known to both parties and so I’ll only briefly summarise events here. Mrs D received a message about investing thro... (3 pages)View decision -
Decision Reference DRN-5333766
21 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5333766 Complaint Mr W is unhappy that Santander UK Plc didn't reimburse him after he reported falling victim to a scam. Background In mid-2023, Mr W fell victim to a type of fraud commonly referred to as a job scam. He was contacted via WhatsApp by an individual claiming to wo... (4 pages)View decision -
Decision Reference DRN-5769406
21 Aug 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5769406 The complaint Ms C complains about a car supplied under a hire purchase agreement, provided by BMW Financial Services(GB) Limited trading as ALPHERA Financial Services (‘BMWFS’). What happened Around July 2024 Ms C acquired a used car from a manufacturer’s dealer under a hi... (6 pages)View decision -
Decision Reference DRN-5468456
21 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5468456 The complaint Mr C complains that HSBC UK bank PLC won’t reimburse him after he reported falling victim to a scam. What happened Mr C was cold called by a business (which I’ll call ‘S’) offering an investment opportunity in artwork. Mr C was encouraged to purchase various ar... (4 pages)View decision -
Decision Reference DRN-5758084
21 Aug 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5758084 The complaint Miss D complains that HSBC UK Bank Plc won’t refund payments made as a result of a scam. What happened Miss D was the victim of a job scam involving the following payments from her HSBC account: Ref Date Description Debit - 18 April 2024 Payment received fr... (4 pages)View decision -
Decision Reference DRN-5745847
21 Aug 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5745847 The complaint Mrs T complains The Royal Bank of Scotland Plc (“RBS”) won’t refund transactions made from her current account which she says she didn’t make or authorise. What happened Mrs T is disputing a total of 55 transactions between November 2023 and April 2024. These ... (5 pages)View decision
