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 164078 results
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Decision Reference DRN-5267947
11 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5267947 The complaint Mr C complains Barclays Bank UK PLC blocked and closed his account. He says this caused him financial problems and impacted his health. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points.... (3 pages)View decision -
Decision Reference DRN-5355236
11 Jul 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5355236 The complaint Ms J complains that Vanquis Bank Limited did not reimburse the funds she lost to a scam. What happened Ms J found a video online advertising a company that could train beginners in trading. She went onto the website for the company I’ll refer to as ‘X’, and the... (3 pages)View decision -
Decision Reference DRN-5257217
11 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5257217 The complaint Ms A complains that Revolut Ltd (‘Revolut’) won’t refund the money she lost to an investment scam. She’s represented by a firm of solicitors. To keep things simple, I’ll refer to Ms A throughout this decision. What happened The background to this complaint i... (3 pages)View decision -
Decision Reference DRN-5556725
11 Jul 2025 FIRST RESPONSE FINANCE LIMITED UpheldConsumer CreditDRN-5556725 The complaint Mr S complains that when he voluntarily terminated (VT) his agreement with First Response Finance Ltd (FRFL) it unfairly charged him for a £1,675 shortfall when his vehicle was sold at auction. He would like this sum waived. What happened The details of this c... (2 pages)View decision -
Decision Reference DRN-5570790
11 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5570790 The complaint Mr D complains that Lloyds Bank PLC did not reimburse the funds he lost to a scam. What happened Mr D was introduced to an investment opportunity by a close friend, who had already successfully invested and received returns. The investment was in a company I’ll... (4 pages)View decision -
Decision Reference DRN-5370836
11 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5370836 Complaint Mrs A is unhappy that Bank of Scotland plc trading as Halifax didn't refund her after she reported falling victim to a scam. Background The background to this case is well known to the parties, so I don’t intend to set it out in full here. What follows is a su... (3 pages)View decision -
Decision Reference DRN-5601651
11 Jul 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5601651 The complaint Mr S complains that Startline Motor Finance Limited provided him credit to finance the purchase of a car when it was unaffordable. What happened In June 2023, Mr S entered into a hire purchase agreement with Startline. The cash price of the car was £14,400 and... (3 pages)View decision -
Decision Reference DRN-5546648
11 Jul 2025 Aldermore Bank Plc Not upheldMortgagesDRN-5546648 The complaint B, a limited company, complains that Aldermore Bank Plc charged an early repayment charge (ERC) unfairly on repayment of a buy-to-let mortgage. Mr K is B’s director and brings this complaint on the company’s behalf. What happened B had a commercial buy-to-let... (3 pages)View decision -
Decision Reference DRN-5652649
11 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5652649 The complaint Miss L complains that HSBC UK Bank Plc have failed to refund money that she lost due to scams. What happened The circumstances of this complaint are well known to both parties so I will not go into too much detail as to what happened. In summary, Miss L was sca... (2 pages)View decision -
Decision Reference DRN-5682113
11 Jul 2025 Admiral Financial Services Limited Not upheldConsumer CreditDRN-5682113 The complaint Mr S complains Admiral Financial Services Limited trading as Admiral Money lent to him unfairly. He’s also unhappy that they’ve refused to refund the payments he made towards the loan, despite agreeing to write-off his outstanding balance. What happened Admira... (5 pages)View decision
