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-5367376
23 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5367376 The complaint Ms B complains that Bank of Scotland plc trading as Halifax refund the full amount of money she lost to a scam. What happened Ms B saw an advertisement on social media for a job opportunity where she could work from home. She provided her details and shortly af... (4 pages)View decision -
Decision Reference DRN-5710102
23 Jul 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5710102 The complaint Mr F’s complaint is, in essence, that Mitsubishi HC Capital UK Plc, trading as Novuna Consumer Finance (‘the Lender’), acted unfairly and unreasonably by (1) deciding against paying a claim made under Section 75 of the Consumer Credit Act 1974 (‘CCA’) and (2) b... (4 pages)View decision -
Decision Reference DRN-5644616
23 Jul 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5644616 The complaint A sole trader, who I’ll refer to as Mr C, complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin Money”) acted unfairly in putting his bounce back loan (“BBL”) into default and transferring it to external debt collection agents. What happened Mr C ... (3 pages)View decision -
Decision Reference DRN-5650052
23 Jul 2025 The Royal Bank of Scotland Plc Not upheldMortgagesDRN-5650052 The complaint Mr W and Ms W had a mortgage account with The Royal Bank of Scotland Plc. They complain that the bank incorrectly reported their account as being in arrears to the credit reference agencies. What happened Mr W and Ms W had a mortgage account with RBS - known as... (2 pages)View decision -
Decision Reference DRN-5710430
23 Jul 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5710430 The complaint Mrs B complains that HSBC UK Bank Plc (“HSBC”) unfairly applied an inhibit to her joint account held with her estranged husband Mr B. What happened Mr and Mrs B held a joint account ending in 9268 with HSBC where the statements show their joint household expens... (4 pages)View decision -
Decision Reference DRN-5241730
23 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5241730 The complaint Mr C complains that Barclays Bank UK PLC won’t refund the full amount of money he 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 of b... (4 pages)View decision -
Decision Reference DRN-5701536
23 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5701536 The complaint Mrs P complains that Revolut Ltd won’t refund her the money she lost in an investment scam. What happened Mrs P says she was considering investing in cryptocurrency because she knew someone who had made a considerable return on their investment. She saw an onl... (6 pages)View decision -
Decision Reference DRN-5614439
23 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5614439 The complaint Mr M complains that Wise Payments Limited didn’t do enough to prevent him losing money to a job scam. Mr M initially brought his complaint via a representative (although he now brings it himself). But for ease of reading, I’ll just refer to Mr M where I also m... (4 pages)View decision -
Decision Reference DRN-5638072
23 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5638072 The complaint Mrs T is being represented by solicitors. She’s complaining about National Westminster Bank Public Limited Company because it declined to refund money she lost as a result of fraud. What happened Sadly, Mrs T fell victim to a cruel investment scam. After seeing... (3 pages)View decision -
Decision Reference DRN-5710333
23 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5710333 The complaint Mrs T is being represented by solicitors. She’s complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Mrs T fell victim to a cruel investment scam. After seeing an online advert for an investment s... (6 pages)View decision
