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 170994 results
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Decision Reference DRN-5628196
21 Jul 2025 Aro Finance Limited Not upheldMortgagesDRN-5628196 The complaint Mr B complains that following his online enquiry for a secured loan on a comparison website, he received several unsolicited calls and emails from Aro Finance Limited. What happened On 30 July 2024 Mr B used a comparison website (which I’ll refer to as “T”) to ... (4 pages)View decision -
Decision Reference DRN-5704302
21 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5704302 The complaint Mr C complains that Bank of Scotland plc trading as Halifax didn’t do enough to prevent him falling victim to an advance fee job scam. Mr C has used a representative to bring his complaint. But, for ease of reading, I’ll mostly just refer to Mr C throughout my... (3 pages)View decision -
Decision Reference DRN-5091822
21 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5091822 The complaint Mr C complains that Bank of Scotland plc trading as Halifax didn’t do enough to prevent him falling victim to an investment scam. Mr C has used a representative to bring his complaint. But, for ease of reading, I’ll mostly just refer to Mr C throughout my deci... (3 pages)View decision -
Decision Reference DRN-5667053
21 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5667053 The complaint Mr B complains that Nationwide Building Society didn’t notify him that his one-year fixed rate Individual Savings Account (ISA) had matured and been transferred to an Easy Access ISA. What happened The circumstances of this complaint are well known to both par... (3 pages)View decision -
Decision Reference DRN-5408231
21 Jul 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5408231 The complaint Mr U complains that MotoNovo Finance Limited has acted unfairly in the amount of compensation it offered after it gave him the wrong settlement figure to voluntary terminate a hire purchase agreement. What happened In February 2022 Mr U entered into a four-year... (3 pages)View decision -
Decision Reference DRN-5704309
21 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5704309 The complaint Miss M complains that Revolut Ltd won’t refund the full amount of money she lost to a scam. What happened Miss M says she paid a property developer £7,081.54 for her son which didn’t reach the intended recipient. When she checked the account details, she realis... (3 pages)View decision -
Decision Reference DRN-5484762
21 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5484762 The complaint Miss M complains Barclays Bank UK PLC trading as Tesco Bank (Tesco) failed to undertake sufficient financial checks before it approved a credit card account for her. What happened Miss M says Tesco approved a credit card account for her in June 2020, with an in... (4 pages)View decision -
Decision Reference DRN-5514475
21 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5514475 The complaint Mr A complains that National Westminster Bank Public Limited Company (‘NatWest’) delayed crediting an international payment to his account. What happened In August 2024, Mr A was expecting an international payment to his NatWest account. The payment itself wa... (4 pages)View decision -
Decision Reference DRN-5026068
21 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5026068 The complaint Mr L is complaining that Bank of Scotland plc trading as Halifax (Halifax) didn’t do enough to prevent him from making payments to a scam. The complaint is brought on his behalf by a professional representative but for ease I’ll mainly refer to Mr L here. What... (3 pages)View decision -
Decision Reference DRN-5669612
21 Jul 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5669612 The complaint Mrs D complains Clydesdale Bank plc (trading as Virgin Money) should have done more to help her get her money back for a holiday she booked that went wrong. What happened As both sides already know what happened, I’ve only summarised the key events below. In ... (7 pages)View decision
