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-5904400
24 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5904400 The complaint Mr H complains that Lloyds Bank PLC (as the recipient bank) didn’t do enough to prevent him losing money to a scam. Mr H has used a representative to bring his complaint. But, for ease of reading, I’ll mostly just refer to Mr H himself where I also mean the re... (3 pages)View decision -
Decision Reference DRN-5903856
24 Oct 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5903856 The complaint Mr S’s and Mrs S’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and... (11 pages)View decision -
Decision Reference DRN-5603026
24 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5603026 The complaint Mrs J complains that Bank of Scotland plc, trading as Halifax (‘Halifax’), didn’t refund her money, that she believed was lost through an Authorised Push Payment (‘APP’) investment scam. Mrs J has brought the complaint with the assistance of a professional rep... (6 pages)View decision -
Decision Reference DRN-5823885
24 Oct 2025 Chetwood Financial Limited Not upheldConsumer CreditDRN-5823885 The complaint Mr M complains Chetwood Financial Limited trading as LiveLend (LiveLend) failed to carry out thorough enough affordability checks before it approved a loan for him. What happened Mr M says LiveLend approved a loan of £8,100 over 48 months for him in July 2019, ... (3 pages)View decision -
Decision Reference DRN-5381981
24 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5381981 The complaint Mrs J complains that HSBC UK Bank Plc (‘HSBC’) didn’t refund her money, that she believed was lost through an Authorised Push Payment (‘APP’) investment scam. Mrs J has brought the complaint with the assistance of a professional representative. However, for ea... (6 pages)View decision -
Decision Reference DRN-5777395
24 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5777395 The complaint Mr A complains Bank of Scotland plc won’t refund money he lost to an authorised push payment (‘APP’) scam. What happened The background to this complaint is familiar to both parties, so I’ll only refer to some key events here. Mr A says that between May and N... (5 pages)View decision -
Decision Reference DRN-5751551
24 Oct 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5751551 The complaint Mrs H complains that TSB Bank plc hasn’t refunded a payment she made using her debit card and this has resulted in her going into her overdraft on her current account. What happened In October 2024, Mrs H bought a TV from a retailer using her TSB debit card. Th... (2 pages)View decision -
Decision Reference DRN-5777420
24 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5777420 The complaint Mr A complains Bank of Scotland plc won’t refund money he lost to an authorised push payment (‘APP’) scam. What happened The background to this complaint is familiar to both parties, so I’ll only refer to some key events here. Mr A says that in November 2022 ... (3 pages)View decision -
Decision Reference DRN-5904014
24 Oct 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5904014 The complaint Mr H complains that Revolut Ltd didn’t do enough to prevent him falling victim to an investment scam. Mr H has used a representative to bring his complaint. But, for ease of reading, I’ll mostly just refer to Mr H himself, where I also mean the representative.... (8 pages)View decision -
Decision Reference DRN-5564170
24 Oct 2025 TRANSUNION INTERNATIONAL UK LIMITED Not upheldConsumer CreditDRN-5564170 The complaint Ms G complains TransUnion International UK Ltd is reporting incorrect information on her credit file. What happened Around June 2024 Ms G contacted TransUnion as she said a company I’ll refer to as O were reporting an outstanding amount on her credit file, whic... (4 pages)View decision
