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-5163275
18 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5163275 The complaint Ms M complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) is refusing to refund her the amount she lost as the result of a scam. Ms M is being represented by a third party. To keep things simple, I will refer to Ms M throughout my decision.... (3 pages)View decision -
Decision Reference DRN-5401051
18 Jul 2025 Nationwide Building Society Not upheldMortgagesDRN-5401051 The complaint Mr C complains that Nationwide Building Society gave him wrong advice about an early repayment charge (ERC) when he ported his mortgage. The mortgage was in joint names and Mr C said he was told he would be refunded the entire ERC, only to then be given 50% of ... (3 pages)View decision -
Decision Reference DRN-5638298
18 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5638298 The complaint Mr J has complained that HSBC UK Bank Plc (“HSBC”) allowed him to spend £900,000 from his HSBC accounts within a 12-month period on gambling transactions. Mr J says that HSBC should’ve prevented him from making these transactions as it was evident that he had a... (3 pages)View decision -
Decision Reference DRN-5580025
18 Jul 2025 Telefonica UK Limited UpheldConsumer CreditDRN-5580025 The complaint Mrs D complains about three credit agreements taken out in her name with Telefonica UK Limited trading as O2. What happened In November 2022, Telefonica received an application for a credit agreement in Mrs D’s name, to buy a mobile telephone device. A second a... (3 pages)View decision -
Decision Reference DRN-5521735
18 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5521735 The complaint Miss S complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by an advance fee scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known ... (4 pages)View decision -
Decision Reference DRN-5491884
18 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5491884 The complaint Mrs B complains about how Nationwide Building Society treated her in relation to her credit card account that was in persistent debt. What happened Mrs B says she has been in persistent debt with her Nationwide credit card since 2015. The balance she owes has ... (4 pages)View decision -
Decision Reference DRN-5630193
18 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5630193 The complaint Miss N complaints Bank of Scotland plc trading as Halifax unfairly closed her account and demanded repayment of the overdraft. What happened Miss N held a Halifax student current account. On 23 October 2023 Halifax made the decision to close Miss N’s account.... (3 pages)View decision -
Decision Reference DRN-5249242
18 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5249242 The complaint Mr W is unhappy that Revolut Ltd won’t reimburse money he lost to a scam. The complaint is brought on Mr W’s behalf by a professional representative. What happened The background to this complaint is well known to both parties, so I won’t repeat everything he... (7 pages)View decision -
Decision Reference DRN-5696088
18 Jul 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5696088 The complaint Mr C and Miss H’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 them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and ... (13 pages)View decision -
Decision Reference DRN-5424307
18 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5424307 The complaint Mr K complains that Wise Payments Limited (‘Wise’) won’t refund the money he lost to an investment scam. What happened The background is known to both parties. I won’t repeat all the details here. In summary, Mr K says that, in October 2023, he saw an advert ab... (2 pages)View decision
