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 170827 results
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Decision Reference DRN-5199182
18 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5199182 The complaint Mr C complains that Bank of Scotland plc, trading as Halifax, won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In early 2019, Mr C was told about an opportunity to invest in a property development company by a br... (5 pages)View decision -
Decision Reference DRN-5346643
18 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5346643 The complaint Mr M complains that HSBC UK Bank Plc won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In October 2022, Mr M was told about an opportunity to invest with an investment company by an introducer he had used previous... (3 pages)View decision -
Decision Reference DRN-5540806
18 Jul 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5540806 The complaint Ms C complained that the charges imposed at the end of her car finance agreement with Mitsubishi HC Capital UK PLC, trading as Novuna Vehicle Solutions (“Mitsubishi”) were unfair. What happened Ms C acquired a new Volkswagen, using a consumer hire agreement wi... (3 pages)View decision -
Decision Reference DRN-5566289
18 Jul 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5566289 The complaint Miss B has complained that, with regard to a car she acquired using a hire-purchase agreement with MotoNovo Finance Limited (“MotoNovo”), MotoNovo would not refinance the balloon payment due at the end of the agreement. She was also unhappy that there was a dis... (3 pages)View decision -
Decision Reference DRN-5700424
17 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5700424 The complaint Mr I has complained that Monzo Bank Ltd registered a fraud marker against him. What happened In June 2024, Mr I received a £100 payment, which was reported to have come from fraud. Monzo questioned Mr I about this and chased him. Mr I repeatedly looked at his a... (4 pages)View decision -
Decision Reference DRN-5455135
17 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5455135 The complaint Mr and Mrs M complain Lloyds Bank Plc didn’t do enough to protect them when they fell victim to what they believe to be an investment scam. What happened Between January and May 2024, Mr and Mrs M made debit card payments totalling over £10,000 from their Lloy... (3 pages)View decision -
Decision Reference DRN-5682394
17 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5682394 The complaint Mrs J has complained that Santander UK Plc won’t refund the money she lost after falling victim to a scam. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. Mrs J looked up a travel agent to book a holiday. Unfortunate... (3 pages)View decision -
Decision Reference DRN-5637815
17 Jul 2025 Frasers Group Financial Services Limited Not upheldConsumer CreditDRN-5637815 The complaint Mr M complains that he was unable to use his Frasers Plus card supplied by Frasers Group Financial Services Limited trading as Frasers Plus. What happened Mr M holds a credit facility with Frasers Plus. In March 2025 Mr M complained to Frasers Plus. He said he’... (2 pages)View decision -
Decision Reference DRN-5633564
17 Jul 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5633564 The complaint Ms A complains that Capital One (Europe) plc closed her account due to inactivity. What happened In October 2014 Mrs A opened a Capital One credit card account. On 4 May 2024 Capital One sent Ms A a letter advising her that the account would close if no transac... (2 pages)View decision -
Decision Reference DRN-5054689
17 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5054689 The complaint Mr G is unhappy that Revolut Ltd didn’t refund payments he made as part of a scam. Mr G is professionally represented in the complaint, but for simplicity I’ve only referred to the actions of Mr G throughout. What happened In early 2023 Mr G received a call fro... (7 pages)View decision
