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-5723929
30 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5723929 The complaint Mr T complains that Santander UK Plc hasn’t helped him to recover the funds he lost to a scam. What happened Mr T says he paid £599.99 via debit card for a lifetime cyber security package with a company I’ll refer to as ‘K’. But he later discovered that K doesn... (2 pages)View decision -
Decision Reference DRN-5723968
30 Jul 2025 Tesco Mobile Limited UpheldConsumer CreditDRN-5723968 The complaint Mrs M complains Tesco Mobile Limited have treated her unfairly when she ended a fixed sum loan agreement early. What happened Mrs M has been a longstanding customer of Tesco Mobile and had an existing account with them which included agreements for herself, her... (8 pages)View decision -
Decision Reference DRN-5724005
30 Jul 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5724005 The complaint Mrs L and Mr L complain that The Royal Bank of Scotland plc (‘RBOS’) won’t refund the money they lost as the result of a scam. What happened The background to this complaint isn’t in dispute, so I’ll provide a brief summary. Mrs L and Mr L were introduced to ... (6 pages)View decision -
Decision Reference DRN-5723988
30 Jul 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5723988 The complaint Mrs L and Mr L complain that The Royal Bank of Scotland plc (‘RBOS’) won’t refund the money they lost as the result of a scam. What happened The background to this complaint isn’t in dispute, so I’ll provide a brief summary. Mrs L and Mr L were introduced to ... (5 pages)View decision -
Decision Reference DRN-5722132
30 Jul 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5722132 The complaint Miss B complains about the way Bank of Scotland plc trading as Halifax (‘Halifax’) handled her refund request. What happened The parties are familiar with the background of this complaint so I will just summarise it here. On 8 July 2024, Miss B asked Halifax f... (3 pages)View decision -
Decision Reference DRN-5723906
29 Jul 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5723906 The complaint Mr B has complained about Starling Bank Limited registering a fraud marker against him. What happened In December 2023, Mr B received a series of credits into his Starling account. He quickly forwarded these on to an external account of his, and withdrew the re... (5 pages)View decision -
Decision Reference DRN-5622760
29 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5622760 The complaint Mr F is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Mr F says he lost money to a sophisticated investment fraud. In his complaint form, his representative ha... (2 pages)View decision -
Decision Reference DRN-5622746
29 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5622746 The complaint Mr F is being represented by solicitors. He’s complaining about Barclays Bank UK PLC because it declined to refund money he lost as a result of fraud. What happened Mr F says he lost money to a sophisticated investment fraud. In his complaint form, his represen... (2 pages)View decision -
Decision Reference DRN-5296869
29 Jul 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5296869 The complaint Mrs S complains that the car she acquired through Mercedes-Benz Financial Services UK Limited trading as Mercedes-Benz Finance (“MBFS”) wasn’t of satisfactory quality. She says although she’s rejected the car, she’s unhappy with how much MBFS has refunded to he... (4 pages)View decision -
Decision Reference DRN-5684962
29 Jul 2025 Creation Consumer Finance Ltd Not upheldBanking and PaymentsDRN-5684962 The complaint Mrs P complains that payment she made to Creation Consumer Finance Ltd in error haven’t been returned to her. What happened In November 2024 and December 2024 Mrs P made 9 payments to MK One Mastercard (administered by Creation) in error, believing that she was... (2 pages)View decision
