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 158214 results
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Decision Reference DRN-5412972
21 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5412972 The complaint and background Mr N complains Bank of Scotland plc trading as Halifax won’t refund the money he lost when he fell victim to a cryptocurrency investment scam. Our investigator didn’t uphold the complaint. She concluded Halifax wasn’t liable for Mr N’s loss as sh... (3 pages)View decision -
Decision Reference DRN-5015146
21 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5015146 The complaint Miss G complains that Revolut Ltd didn’t do enough to protect her from a scam and hasn’t refunded her since she reported it. What happened I issued a provisional decision (PD) for this complaint on 6 March 2025. In it set out the background and my provisional f... (11 pages)View decision -
Decision Reference DRN-4893582
21 Mar 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-4893582 The complaint Mr G is unhappy that Bank of Scotland plc trading as Halifax (Halifax) wont refund him after he fell victim to an investment scam. What happened In March 2021, Mr G came across an opportunity to invest in a company - I will refer to as K in this decision. He u... (7 pages)View decision -
Decision Reference DRN-5411314
21 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5411314 The complaint Miss W complains that NewDay Ltd trading as Aqua irresponsibly increased her credit limit. What happened Miss W’s Aqua account had a credit limit of £450, but Aqua increased the credit limit to £1,450 in June 2018. Miss W says that it was irresponsible for Aqua... (2 pages)View decision -
Decision Reference DRN-4670889
21 Mar 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-4670889 The complaint Mrs N complains that Clydesdale Bank Plc trading as Virgin Money (Virgin Money) hasn’t refunded her for money she lost to a scam in June 2023. What happened Mrs N holds an account with Virgin Money. In 2023, she explains she was contacted through a messaging a... (6 pages)View decision -
Decision Reference DRN-5357604
21 Mar 2025 Santander UK Plc UpheldMortgagesDRN-5357604 The complaint Mr F complains that Santander UK Plc didn’t treat him fairly when he went into arrears on his mortgage – in particular, that it didn’t make the consequences of arrears clear to him. What happened Mr F has a mortgage with Santander. In 2023, the mortgage began t... (4 pages)View decision -
Decision Reference DRN-5416249
21 Mar 2025 Billing Finance Limited Not upheldConsumer CreditDRN-5416249 The complaint Mr C complains about the quality of a new motorcycle he acquired through a hire purchase agreement (HPA), financed by Billing Finance Limited (Billing). What happened In May 2023, Mr C acquired a new motorcycle through a HPA, financed by Billing. The cash price... (6 pages)View decision -
Decision Reference DRN-5341008
21 Mar 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5341008 The complaint Mr H complains that The Co-operative Bank Plc delayed in dealing with, and gave him wrong information concerning, closure of an old savings account. What happened Mr H had held a savings account with B, a Building Society taken over by Co-op Bank. He had a pass... (2 pages)View decision -
Decision Reference DRN-5366142
21 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5366142 The complaint Mrs D complains that Vanquis Bank Limited irresponsibly lent to her. Mrs D is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mrs D herself. What hap... (2 pages)View decision -
Decision Reference DRN-5028096
21 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5028096 The complaint Mr S has complained Monzo Bank Ltd failed to sufficiently intervene causing him to fall victim to an authorised push payment (APP) scam or recover his funds after it occurred. What happened The background to this complaint is well-known to both parties, so I w... (5 pages)View decision
