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-5642585
23 Oct 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5642585 The complaint Mr M complains that The Royal Bank of Scotland Plc (“RBS”) have declined to reimburse losses he incurred as a result of a scam. What happened Mr M came across a number of investment opportunities through a networking group he was part of and made payments betw... (3 pages)View decision -
Decision Reference DRN-5849639
23 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5849639 The complaint Mr C complains that HSBC UK Bank Plc did not properly pursue his chargeback request. What happened In March 2025 Mr C purchased foreign currency from a merchant at a cost of £2,300.82. It was to be delivered to his address by Royal Mail. When the currency didn’... (2 pages)View decision -
Decision Reference DRN-5782675
23 Oct 2025 Skipton Building Society Not upheldBanking and PaymentsDRN-5782675 The complaint Mrs M complains that she mistakenly sent maturity instructions online to change two ISA accounts she held into regular savings accounts resulting in her losing the ISA tax free status and that Skipton Building Society (“Skipton”) won’t rectify the error and res... (3 pages)View decision -
Decision Reference DRN-5901577
23 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5901577 The complaint Ms G complains that NewDay Ltd has blocked the use of her credit facility on two separate occasions, which has caused her a loss. What happened Ms G says she has a rewards card, so when she uses the card for certain transactions, she receives rewards. Ms G sa... (3 pages)View decision -
Decision Reference DRN-5680344
23 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5680344 The complaint Mr K complains that Revolut Ltd won’t refund money he lost when he was the victim of a job scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. In 2024 Mr K fell victim to a job scam.... (4 pages)View decision -
Decision Reference DRN-5780819
23 Oct 2025 Principality Building Society Not upheldBanking and PaymentsDRN-5780819 The complaint Mrs W complains about the service she received from Principality Building Society (“Principality”) when transferring her ISA with another provider (“S”) to it. Mrs W says Principality made an error when processing her transfer resulting in the loss of interest.... (4 pages)View decision -
Decision Reference DRN-5885339
23 Oct 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5885339 The complaint Miss D complains about the options available with Motability Operations Limited (Motability) and with the advanced payment quote it gave her. She would like it to pay all, or most of this payment. What happened The details of this complaint are well known to b... (2 pages)View decision -
Decision Reference DRN-5886849
23 Oct 2025 N.I.I.B. Group Limited Not upheldConsumer CreditDRN-5886849 The complaint Mr M is complaining that N.I.I.B. Group Limited trading as Northridge Finance (Northridge) acted irresponsibly in lending to him. Mr M’s complaint has been dealt with by a representative but for ease, I’ve written as if we’ve corresponded with him directly thro... (3 pages)View decision -
Decision Reference DRN-5882762
23 Oct 2025 BMW Financial Services (GB) Limited Not upheldConsumer CreditDRN-5882762 The complaint Mr R complains that BMW FINANCIAL SERVICES (GB) LIMITED trading as BMW Financial Services (“BMWFS”) gave him a hire purchase agreement he couldn’t afford to repay. What happened In July 2020, Mr R acquired a used car through a hire purchase agreement from BMWFS... (3 pages)View decision -
Decision Reference DRN-5858541
23 Oct 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5858541 The complaint Miss G makes a number of complaints about Santander UK Plc following a Direct Debit issue. What happened Miss G says she asked Santander to raise a Direct Debit claim under the Direct Debit Guarantee (DDG) in early 2024 for payments to a business I will call “P... (2 pages)View decision
