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-5759582
18 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5759582 The complaint Mrs B complains that Santander UK Plc (‘Santander’) won’t refund the money she lost after falling victim to a scam. What happened The background to this complaint isn’t in dispute, so I won’t go into detail. But, in summary, this is my understanding of the com... (5 pages)View decision -
Decision Reference DRN-5407866
17 Aug 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5407866 The complaint Mr C complains about a mileage discrepancy on a car that was supplied to him under a hire purchase agreement with Oodle Financial Services Limited, trading as Oodle Car Finance, and that a warranty product was mis-sold to him. What happened A used car was suppl... (3 pages)View decision -
Decision Reference DRN-5732305
17 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5732305 THE COMPLAINT Miss C complains Bank of Scotland plc trading as Halifax will not reimburse her money she says she lost when she fell victim to a scam. WHAT HAPPENED The circumstances of this complaint are well known to all parties concerned, so I will not repeat them again h... (4 pages)View decision -
Decision Reference DRN-5732363
17 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5732363 THE COMPLAINT Miss C complains Lloyds Bank PLC (“Lloyds”) will not reimburse her money she says she lost when she fell victim to a scam. WHAT HAPPENED The circumstances of this complaint are well known to all parties concerned, so I will not repeat them again here in detail... (5 pages)View decision -
Decision Reference DRN-5462784
16 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5462784 The complaint Miss M is complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Miss M fell victim to a cruel jib scam. She was offered a fake online role completing sets of tasks that she was required to pay to a... (3 pages)View decision -
Decision Reference DRN-5725088
16 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5725088 The complaint Miss B complains that Barclays Bank UK PLC trading as Tesco Bank has prevented account access by asking her to provide identification that she is unable to provide. What happened Miss B says her Junior Individual Savings Account (ISA) reached maturity on her 18... (2 pages)View decision -
Decision Reference DRN-5699424
15 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5699424 The complaint Mrs M complains about Barclays Bank UK PLC. She says that Barclays didn’t do enough to protect her when she fell victim to a scam and would like it to refund her the money she has lost as a result. What happened Mrs M met an individual called ‘N’ on an escort... (3 pages)View decision -
Decision Reference DRN-5757110
15 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5757110 The complaint Ms P complains that Revolut Ltd has declined to refund disputed transactions that were made from her account. What happened On 20 March 2024, transactions totalling just over £4,000 were made from Ms P’s account toa retailer based overseas. Ms P discovered the ... (3 pages)View decision -
Decision Reference DRN-5631433
15 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5631433 The complaint Mr L complains about Lloyds Bank PLC. He says that he has fallen victim to a scam, and as Lloyds didn’t do enough to protect him it should refund his losses. What happened Mr L came across and investment opportunity via a friend and had also heard about the com... (4 pages)View decision -
Decision Reference DRN-5187290
15 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5187290 The complaint Miss I complains about Barclays Bank UK PLC. She says that she fell victim to a scam and would like Barclays to refund her the £280 she has lost. What happened In March 2024, Miss I was trying to purchase a handbag on a reselling site. The person she was purc... (2 pages)View decision
