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 171071 results
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Decision Reference DRN-5514147
4 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5514147 The complaint Mr H complains that Bank of Scotland plc trading as Halifax (“Halifax”) held him liable for cash withdrawals he didn’t recognise. What happened Mr H noticed several cash withdrawals that he didn’t recognise. In total there were four withdrawals totalling £480 m... (3 pages)View decision -
Decision Reference DRN-5207107
4 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5207107 The complaint Miss L complains about the actions of Revolut Ltd when she was tricked into making payments as a result of a scam. Miss L is being represented by a legal representative but for ease I’ll only refer to Miss L in the decision. What happened The detailed backgro... (3 pages)View decision -
Decision Reference DRN-5454139
4 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5454139 The complaint Mr B complains that HSBC UK Bank Plc won’t reimburse him after he lost money to an investment – that he now considers to have been a scam – whereby he sent money to an account held at HSBC. Mr B is professionally represented in bringing his complaint, but for e... (4 pages)View decision -
Decision Reference DRN-5655481
4 Aug 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5655481 The complaint Mr M complains about the level of service The Royal Bank of Scotland plc provided when he raised a complaint about the conduct of one of their advisers. He’s also said they failed to adequately explain how interest is charged on the overdraft he has with them. ... (2 pages)View decision -
Decision Reference DRN-5425237
4 Aug 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5425237 The complaint Mr B complains that TSB Bank Plc won’t reimburse him, after he made payments towards an investment that he now considers was an Authorised Push Payment (APP) scam. Mr B is professionally represented in bringing his complaint, but for ease of reading, I’ll refer... (5 pages)View decision -
Decision Reference DRN-5733017
4 Aug 2025 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-5733017 The complaint Mr B complains that The Co-operative Bank Plc (Co-op) unfairly closed his account. What happened Mr B was subject to fraud on his Co-op account that resulted in the loss of funds. His account was eventually put right, but The Co-op decided not to renew his acco... (3 pages)View decision -
Decision Reference DRN-5732693
4 Aug 2025 Lloyds Bank PLC UpheldConsumer CreditDRN-5732693 The complaint Miss G is unhappy that Lloyds Bank PLC has not refunded the repayments she made towards a loan she opened with it as part of a scam. What happened In June 2024 Miss G fell victim to a bank impersonation scam. As part of this, on 12 June 2024, she was misled by the... (3 pages)View decision -
Decision Reference DRN-5302828
4 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5302828 The complaint Miss M complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse the funds she lost when she fell victim to a scam. What happened Miss M says that she was selling an item on a platform she was using for the first time and received a message with a link. She then... (3 pages)View decision -
Decision Reference DRN-5719302
4 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5719302 The complaint Mr H complains that HSBC Bank UK Plc (“HSBC”) didn’t make an incentive that was attached to his credit card clear enough. What happened Mr H had a credit card with HSBC. In 2025 HSBC introduced a promotional offer called ‘Make your everyday spend pay’. Mr H op... (2 pages)View decision -
Decision Reference DRN-5280979
4 Aug 2025 Black Horse Limited Not upheldConsumer CreditDRN-5280979 The complaint Miss V complains that a car supplied to her under a hire purchase agreement with Black Horse Limited was of an unsatisfactory quality. What happened In May 2024, Miss V was supplied with a used car through a hire purchase agreement with Black Horse. The cash pr... (4 pages)View decision
