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-5285455
15 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5285455 The complaint Miss G complains that Bank of Scotland Plc (trading as Halifax) did not reimburse the funds she lost to a scam. What happened Miss G met an individual I will refer to as ‘X’ on an online dating website. They began talking outside of the dating app, both on mess... (3 pages)View decision -
Decision Reference DRN-5619023
15 Aug 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5619023 The complaint Mr R complains that Vanquis Bank Limited irresponsibly lent to him. Mr R 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 Mr R himself. W... (4 pages)View decision -
Decision Reference DRN-5392390
15 Aug 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5392390 The complaint Mrs M complains about Capital One (Europe) plc’s decision not to uphold her dispute about an online shopping order. What happened Mrs M made an online shopping order with a merchant (who I’ll refer to as ‘B’ throughout this decision) for around £240 in late Sep... (6 pages)View decision -
Decision Reference DRN-5747467
15 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5747467 The complaint Mr J complains that Bank of Scotland plc has not refunded disputed direct debit payments. What happened Mr J says he asked Bank of Scotland (BoS) to refund payments to his internet provider as it had overcharged him over a number of months. He says the overpaym... (2 pages)View decision -
Decision Reference DRN-5720146
15 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5720146 The complaint Mr E complains about Nationwide Building Society (NBS) after he instructed two large value payments. What happened Mr E instructed via branch, two payments of £80,000 to a company who I’ll refer to as A. One payment was sent in October 2022 and the other in Feb... (3 pages)View decision -
Decision Reference DRN-5738174
15 Aug 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5738174 Complaint Mr M has complained about a credit card NewDay Ltd (trading as “BIP”) provided to him. Mr M is being represented by his mother in this complaint. However, for ease of reference, I will refer to the arguments and submissions made on the case as having been made by ... (4 pages)View decision -
Decision Reference DRN-5756990
15 Aug 2025 Santander UK Plc Not upheldMortgagesDRN-5756990 The complaint Mr B’s complaint relates to his mortgage that he held with Santander UK Plc. He’s unhappy because he says that Santander didn’t do enough to support him during his period of financial difficulty. What happened In 2020 Mr B and his ex-wife (Mrs B) took a mortgag... (7 pages)View decision -
Decision Reference DRN-5696333
15 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5696333 The complaint Mrs H, via a representative, has complained that Revolut Ltd (“Revolut”) failed to refund the money she lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. ... (3 pages)View decision -
Decision Reference DRN-5698340
15 Aug 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5698340 The complaint Miss G complains that, given her circumstances, BMW Financial Services (GB) Limited (‘BMWFS’) trading as ALPHERA Financial Services, were unreasonable to charge her excess mileage. What happened Miss G took receipt of a used car in February 2020. She financed t... (2 pages)View decision -
Decision Reference DRN-5547209
15 Aug 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5547209 The complaint Mr R complains that Oodle Financial Services Limited trading as Oodle Car Finance (Oodle) failed to complete adequate creditworthiness assessments prior to lending to him, resulting in him experiencing financial hardship. Mr R is represented in this complaint b... (4 pages)View decision
