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-5303123
11 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5303123 The complaint Mr H has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) won’t refund money he says he lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will f... (3 pages)View decision -
Decision Reference DRN-5699566
11 Aug 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5699566 The complaint Miss N is unhappy that TSB won’t refund payments she says she sent as part of a job scam. Miss N has raised complaints about four scams, and this is the fourth one of those alleged scams. What happened In early 2023 Miss N says she was introduced by a trusted f... (3 pages)View decision -
Decision Reference DRN-5222598
11 Aug 2025 Universal Leasing Limited Not upheldConsumer CreditDRN-5222598 The complaint Mr M is unhappy that he was unable to withdraw from being a guarantor relating to a car supplied to his daughter, Miss M, under a hire agreement with Universal Leasing Limited, trading as Admiral Leasing & Loans (‘Admiral’). Mr M has been represented durin... (3 pages)View decision -
Decision Reference DRN-5699415
11 Aug 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5699415 The complaint Miss N is unhappy that TSB won’t refund payments she says she sent as part of a cryptocurrency investment scam. Miss N has raised complaints about four scams, and this is the second one (chronologically) of those alleged scams. What happened In late 2020 Miss N... (3 pages)View decision -
Decision Reference DRN-5699389
11 Aug 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5699389 The complaint Miss N is unhappy TSB Bank plc won’t refund payments she says she sent between 2017 and 2020 as part of a property investment scam. Miss N has raised complaints about four scams, and this is the first one (chronologically) of those alleged scams. What happened ... (4 pages)View decision -
Decision Reference DRN-5656073
11 Aug 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5656073 The complaint Mr F complains that PayPal UK Ltd declined his claim for a refund of a transaction made using his PayPal Credit account. What happened In October 2024, Mr F was abroad with his wife. On their return journey to the UK, Mr F said it was critical he and his wife c... (3 pages)View decision -
Decision Reference DRN-5512389
11 Aug 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5512389 The complaint Mr J has complained about charges made by Mercedes-Benz Financial Services UK Limited (‘MBFS’) at the end of his car hire agreement. What happened Mr J entered into a car hire agreement with MBFS. But, at the end of the agreement, when he returned the car, he w... (2 pages)View decision -
Decision Reference DRN-5423690
11 Aug 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5423690 The complaint Mr H, through his representative, complains that Moneybarn No. 1 Limited lent to him irresponsibly by approving car finance for him. What happened On 8 December 2020 Mr H agreed to pay for finance arranged by Moneybarn to pay for a car. The total to repay was £... (3 pages)View decision -
Decision Reference DRN-5363149
11 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5363149 The complaint Mr D complains about the way Nationwide Building Society (‘Nationwide’) handled his request for a refund. What happened As both parties are aware of the background to this complaint, I’ve summarised it here. This simply reflects our informal remit. In July 202... (2 pages)View decision -
Decision Reference DRN-5720234
11 Aug 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5720234 The complaint This complaint is about an expired interest-only mortgage Mrs and Mr K hold with Bank of Scotland plc trading as Halifax. The essence of the complaint is that Mrs and Mr K believes Halifax is harassing them to repay the mortgage, and are unhappy that it has co... (3 pages)View decision
