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-5721255
30 Jul 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5721255 The complaint Mr I complains that Santander UK Plc hasn’t agreed to refund the money he lost from his account as the result of an investment scam. He thinks that Santander should have done more to prevent his loss. He wants his losses refunded along with statutory interest a... (5 pages)View decision -
Decision Reference DRN-5665082
30 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5665082 The complaint Mrs B complains that NewDay Ltd trading as AO Finance allocated a payment to her 12- month 0% instalment plan rather than her Buy Now Pay Later (BNPL) plan. What happened Mrs B holds two accounts with NewDay Ltd. She holds a BNPL account which started on 15 Sep... (2 pages)View decision -
Decision Reference DRN-4902946
30 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4902946 The complaint Ms B is unhappy that Revolut Ltd won’t refund the money she lost to a scam. What happened In March 2024 Ms B came across an investment opportunity involving cryptocurrency, offered through a company I’ll call “T”. She says she checked the company and it seemed ... (5 pages)View decision -
Decision Reference DRN-5726415
30 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5726415 The complaint Miss H complains Santander UK Plc kept on blocking her card whilst she was overseas causing considerable distress and inconvenience, losses and costs. What happened Miss H has an account with Santander with a debit card. Miss H says she was working abroad as a ... (2 pages)View decision -
Decision Reference DRN-5409590
30 Jul 2025 Western Circle Ltd Not upheldConsumer CreditDRN-5409590 The complaint Miss B complains about the way in which Western Circle Ltd, trading as Cashfloat, has administered her loan. What happened Miss B has a loan with Cashfloat; she borrowed a principal sum of £500. Unfortunately, Miss B ran into some financial difficulties and ha... (3 pages)View decision -
Decision Reference DRN-5725952
30 Jul 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5725952 The complaint Mr B’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 him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (20 pages)View decision -
Decision Reference DRN-5330826
30 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5330826 The complaint Mr G complains that Bank of Scotland plc closed his accounts without good reason. The bank trades in this case under its Halifax brand. What happened In September 2024 Mr G went to a Halifax branch. There was a queue. Mr G says that, rather than standing in the... (2 pages)View decision -
Decision Reference DRN-5281865
30 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5281865 The complaint M, a limited company, has complained Revolut Ltd won’t refund them for over £45,000 worth of transactions made from their account by a fraudster. What happened Mr C is a director of M. M opened a business account with Revolut in September 2019. In March 2024 Mr... (4 pages)View decision -
Decision Reference DRN-5686331
30 Jul 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5686331 The complaint Mr and Mrs L’s complaint is about the actions of Santander UK Plc when they were the victim of a fraud. They want the money they lost refunded. Mr and Mrs L are represented by a family member but for ease of reference I have referred to Mr and Mrs L throughout... (5 pages)View decision -
Decision Reference DRN-5136524
30 Jul 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5136524 The complaint Mr S complains that Wise Payments Limited won’t refund payments he says he made and lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary, and based on the submissions o... (5 pages)View decision
