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 171073 results
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Decision Reference DRN-5661543
19 Aug 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5661543 The complaint Mr M complains that HSBC UK Bank Plc, trading as First Direct, won’t reimburse him money he lost after he fell victim to an investment fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly bel... (5 pages)View decision -
Decision Reference DRN-5641446
19 Aug 2025 Clydesdale Bank Plc Not upheldMortgagesDRN-5641446 The complaint Mr T says Clydesdale Bank Plc trading as Virgin Money unfairly changed the terms of his mortgage so that his offset lifetime tracker product isn’t portable. What happened Mr T took out a mortgage with Clydesdale in 2007. He took out a lifetime tracker product w... (3 pages)View decision -
Decision Reference DRN-5762859
19 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5762859 The complaint Miss M is being represented by a claims manager. She’s complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened It seems things began with a phishing text purporting to be from a parcel delivery company, to ... (5 pages)View decision -
Decision Reference DRN-5726890
19 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5726890 The complaint Mr A complains that Bank of Scotland plc trading as Halifax didn’t do enough to prevent him losing money to a scam. Mr A has used a representative to help him bring his complaint. But, for ease of reading, I’ll mostly just refer to Mr A where I also mean the r... (3 pages)View decision -
Decision Reference DRN-5754573
19 Aug 2025 Lendable Ltd UpheldConsumer CreditDRN-5754573 The complaint Mr P complains that the car he acquired through Lendable Ltd trading as Autolend (“Lendable”) wasn’t of satisfactory quality. He’s paid to have the car repaired and wants Lendable to reimburse him. What happened Mr P entered into a hire purchase agreement in No... (5 pages)View decision -
Decision Reference DRN-5616752
19 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5616752 The complaint Mr A complains that Bank of Scotland plc (trading as Halifax) won’t refund money lost as part of a crypto investment scam. Mr A is being supported in making his complaint by a representative, but for ease, I’ll refer to Mr A throughout this decision. What happe... (4 pages)View decision -
Decision Reference DRN-5762275
19 Aug 2025 WAHED INVEST LTD UpheldBanking and PaymentsDRN-5762275 The complaint Mr M complains that WAHED INVEST LTD provided unclear information resulting in an unauthorised transaction on his account. What happened In June 2024 Mr M set up a recurring deposit instruction to credit £2,000 per month into his Individual Savings Account (IS... (7 pages)View decision -
Decision Reference DRN-5481353
19 Aug 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5481353 The complaint Mr C complains that The Royal Bank of Scotland Plc (RBS) irresponsibly lent to him. Mr C is represented by a Claims Management Company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by... (2 pages)View decision -
Decision Reference DRN-5412304
19 Aug 2025 Black Horse Limited Not upheldConsumer CreditDRN-5412304 The complaint Mr B is unhappy that a van supplied to him under a hire purchase agreement with Black Horse Limited was of an unsatisfactory quality. What happened In November 2022, Mr B was supplied with a used van through a hire purchase agreement with Black Horse. He paid ... (3 pages)View decision -
Decision Reference DRN-5613283
19 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5613283 The complaint Mrs G complains that HSBC UK Bank Plc closed her bank accounts. What happened Mrs G had several accounts with HSBC UK Bank Plc. These included two current accounts, a savings account, and a credit card. She also held two joint accounts with a third party. Mrs ... (3 pages)View decision
