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 171072 results
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Decision Reference DRN-5459300
11 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5459300 The complaint Mr D has complained that Santander UK Plc won’t refund the money he lost after falling victim to a scam. What happened In summer 2024, Mr D was cold-contacted by a scammer posing as a recruiter. They offered him a fully remote job doing simple tasks for a six-f... (3 pages)View decision -
Decision Reference DRN-5073046
11 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5073046 The complaint Mr M complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to b... (6 pages)View decision -
Decision Reference DRN-5600822
11 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5600822 The complaint Mr B complains that HSBC UK Bank Plc trading as first direct made a redress payment of one penny to his savings account without prior explanation. He said this reignited his concerns about fraud following an incident in 2024. What happened Mr B said after previ... (2 pages)View decision -
Decision Reference DRN-5308147
11 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5308147 The complaint X complains that Lloyds Bank PLC (‘Lloyds’) won’t refund the money they lost as the result of a scam. What happened X was looking to rent a property in Germany and found one listed on a major property website. X contacted the owner and was sent a link to make ... (4 pages)View decision -
Decision Reference DRN-5746039
11 Aug 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5746039 The complaint Mr S complains that NewDay Ltd trading as Fluid (‘NewDay’) discriminated against him when refusing to increase his credit card limit and offended him on the phone. Mr S would like significant compensation to put matters right. What happened Mr S’s credit card... (4 pages)View decision -
Decision Reference DRN-5746397
11 Aug 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5746397 The complaint Mrs J is complaining that Wise Payments Limited won’t refund some of the payments she made to a scam. The complaint is brought on Mrs J’s behalf by a representative. What happened The detailed background to this complaint is well known to both parties and has... (4 pages)View decision -
Decision Reference DRN-5640357
11 Aug 2025 Home Retail Group Card Services Limited Not upheldConsumer CreditDRN-5640357 The complaint Mr O complains that Home Retail Group Card Services Limited trading as Argos Financial Services (“HRG”) handled his claim. What happened In August 202 Mr O bought three items from Argos which he paid for with his HRG credit card account. The three items were a ... (2 pages)View decision -
Decision Reference DRN-5385473
11 Aug 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5385473 The complaint Mr F has complained that a car he acquired using a hire purchase agreement with BMW Financial Services (GB) Limited trading as Alphera Financial Services (‘Alphera’) was misrepresented to him, as he was not told it had been salvaged before he acquired it. What ... (3 pages)View decision -
Decision Reference DRN-5564729
11 Aug 2025 Specialist Lending Limited UpheldBanking and PaymentsDRN-5564729 The complaint Mr E has complained that Specialist Lending Limited, trading as Duologi “SLL” rejected his claim against it under Section 75 of the Consumer Credit Act 1974 (The Act). What happened Mr E bought a solar panel system, a battery and an inverter (the system) for h... (5 pages)View decision -
Decision Reference DRN-5300805
11 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5300805 The complaint Mr C complains that Revolut Ltd hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr C has explained that in February 2024 he mad... (2 pages)View decision
