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-5573874
18 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5573874 The complaint Mrs M has complained Santander UK plc won’t refund £20,000 she lost as the result of a scam. What happened After being told by friends who’d invested in foreign exchange trading through a company (who I’ll call B), Mrs M spoke to a representative of B. She, and... (3 pages)View decision -
Decision Reference DRN-5760235
18 Aug 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5760235 The complaint Miss P complains about lack of communication from MotoNovo Finance Limited (MotoNovo) when she was trying to set up a payment plan. She would like more compensation than the £250 MotoNovo has offered. What happened The details of this complaint are well known... (2 pages)View decision -
Decision Reference DRN-5680615
18 Aug 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5680615 The complaint Mr R complains that he checked his eligibility for a credit card from Clydesdale Bank Plc trading as Virgin Money on two different websites but received different results on each site. He wants to know which result is correct. What happened Mr R checked his eli... (2 pages)View decision -
Decision Reference DRN-5727109
18 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5727109 The complaint Mr H complains about the service received from Revolut Ltd (“Revolut”) following the closure of his account with it. In particular, he is unhappy with the time it took for him to receive funds credited to his account after it was closed from Revolut. What happe... (3 pages)View decision -
Decision Reference DRN-5693468
18 Aug 2025 Secure Trust Bank Public Limited Company UpheldConsumer CreditDRN-5693468 The complaint Your text here What happened Your text here What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances of this complaint. Your text here Putting things right Your text here My f... (1 page)View decision -
Decision Reference DRN-5725198
18 Aug 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5725198 The complaint Miss K is complaining about Starling Bank Limited because it declined to refund money she lost as a result of fraud. What happened Sadly, Miss K fell victim to a series of investment-linked scams. Between November 2023 and April 2024, she made nearly 20 payment... (3 pages)View decision -
Decision Reference DRN-5267626
18 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5267626 The complaint Miss K is complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Miss K fell victim to a series of investment-linked scams. Between February 2023 and February 2024, she made over 60 payments to the ... (3 pages)View decision -
Decision Reference DRN-5598795
18 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5598795 The complaint Ms F and Mrs F have complained Santander UK plc did nothing to stop one of Mrs F’s daughters withdrawing more than £45,000 from the savings account from 2023-24. What happened Mrs F, who is now more than 90 years old, opened a savings account in May 1992 with o... (3 pages)View decision -
Decision Reference DRN-5759542
18 Aug 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5759542 The complaint Mr G complaints Capital One (Europe) plc (“Capital One”) irresponsibly lent to him. Mr G is represented by a professional third party, but for ease of reference I’ll mostly refer to Mr G throughout. What happened Mr G had two credit cards with Capital One. Th... (3 pages)View decision -
Decision Reference DRN-5755280
18 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5755280 The complaint Mr F complains Bank of Scotland plc (trading as Halifax) failed to help him get all his money back for legal work he says he paid for but didn’t receive. What happened I issued my provisional decision on 11 August 2025. An extract from that decision can be fou... (9 pages)View decision
