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 163568 results
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Decision Reference DRN-5159074
30 Jun 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5159074 The complaint Mr and Mrs D are unhappy that TSB Bank plc won’t refund payments they sent as part of a scam through their joint account. Mr and Mrs D bring their complaint via professional representatives, but for simplicity (and because he put through the transactions) I’ve ... (6 pages)View decision -
Decision Reference DRN-5255655
30 Jun 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5255655 The complaint Mr M complaints that a car supplied to him under a hire purchase agreement with Creation Consumer Finance Ltd (CCF) is of unsatisfactory quality. What happened The circumstances surrounding this complaint and my initial findings were set out in my provisional ... (6 pages)View decision -
Decision Reference DRN-5263030
30 Jun 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5263030 The complaint Mr D is unhappy Wise Payments Limited won’t refund payments he sent as part of a scam. Mr D brings his complaint through professional representatives, but for simplicity I’ve referred to the actions of Mr D throughout this decision. What happened In early 2022 ... (5 pages)View decision -
Decision Reference DRN-5216527
30 Jun 2025 HiFX Europe Limited Not upheldBanking and PaymentsDRN-5216527 The complaint Mr D is unhappy that HiFX Europe Limited won’t refund payments he made as part of a scam. Mr D brings his complaint via professional representatives, but for simplicity I’ve referred to the actions of Mr D throughout this decision. What happened In early 2022 M... (6 pages)View decision -
Decision Reference DRN-5588800
30 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5588800 The complaint Mr Z has complained that Santander UK Plc (“Santander”) prevented him from withdrawing a large sum of money from his account to pay for building work. What happened Mr Z had phoned Santander in advance to request a £51,500 cash withdrawal to be made from a Sant... (4 pages)View decision -
Decision Reference DRN-5332250
30 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5332250 The complaint Mr O is unhappy that Monzo Bank Ltd won’t reimburse money he lost to a scam. What happened The investigator has already set out the background to this complaint, so I’ll only do that briefly here: - Mr O was introduced to someone (“S”) through his brother tha... (4 pages)View decision -
Decision Reference DRN-5465649
30 Jun 2025 Hyundai Capital UK Limited Not upheldConsumer CreditDRN-5465649 The complaint Mr L has complained that Hyundai Capital UK Limited paid a parking fine on his behalf, then passed the cost and an admin fee on to him. What happened Mr L has a car hire agreement with Hyundai. It received a parking fine in respect of the car, which it paid, wi... (2 pages)View decision -
Decision Reference DRN-5548839
30 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5548839 The complaint Mr I complains Bank of Scotland plc trading as Halifax (Halifax) failed to support and refund him for a fraudulent transaction on his account at an Automated Teller Machine (ATM). Mr I was represented by his daughter on his complaint. What happened On 8 Janua... (3 pages)View decision -
Decision Reference DRN-5501090
30 Jun 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5501090 The complaint Mr M complains that Starling Bank Limited has declined to reimburse a payment he says he didn’t authorise. What happened Mr M is disputing a debit card payment of around £400 that took place in March 2024. It was approved in his mobile banking app on his device... (3 pages)View decision -
Decision Reference DRN-5624054
30 Jun 2025 Volvo Car UK Limited Not upheldConsumer CreditDRN-5624054 The complaint Mrs B complains that the end of contract charges applied by Volvo Car UK Limited trading as Volvo Cars when a car was returned under a hire agreement were unfair and unreasonable. What happened In January 2022 Mrs B entered into a three-year hire agreement for ... (3 pages)View decision
