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 162957 results
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Decision Reference DRN-5148705
6 Feb 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5148705 The complaint Mrs C complains that National Westminster Bank Plc (NatWest) won’t refund money she says she lost to an investment scam. What happened Mrs C invested in a company – Buy2Let/Raedex Consortium Ltd (“R”) – which leased cars. In February 2020, she made a faster pay... (7 pages)View decision -
Decision Reference DRN-5203470
6 Feb 2025 Zempler Bank Limited Not upheldBanking and PaymentsDRN-5203470 The complaint Mr R, on behalf of Q, complains that Zempler Bank Limited, trading as Cashplus, will not refund £15,000 it lost as a result of an APP (authorised push payment) scam. Mr R brought Q’s complaint to this service through a representative. For ease of reading I will... (3 pages)View decision -
Decision Reference DRN-5047496
6 Feb 2025 eToro (UK) Ltd Not upheldBanking and PaymentsDRN-5047496 The complaint Ms G complains that eToro (UK) Ltd unfairly restricted her account and then closed it with short notice and without providing her with an explanation. Ms G says this led to financial losses. What happened The facts of the complaint are well known to both parti... (4 pages)View decision -
Decision Reference DRN-5286302
6 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5286302 The complaint Mr and Mrs A complain that Lloyds Bank PLC hasn’t refunded them after they reported falling victim to a scam. What happened Mr and Mrs A invested in what they believed was a legitimate property deal with a company I’ll call R. They’d had previous dealings with ... (3 pages)View decision -
Decision Reference DRN-5311890
6 Feb 2025 Telefonica UK Limited UpheldConsumer CreditDRN-5311890 The complaint Mr J complains Telefonica UK Limited trading as O2 allowed him to take out a fixed sum loan agreement for a new phone for his now ex-partner, which he says he shouldn’t have been allowed to do. And that O2 allowed his ex-partner to take out a fixed sum loan agr... (7 pages)View decision -
Decision Reference DRN-5311490
6 Feb 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5311490 The complaint Mr T complains that National Westminster Bank (NatWest) didn’t do enough to help him when he told it about a dispute he had with a merchant, over goods paid for using his debit card. What happened In October 2023 Mr T purchased a car costing £2,500 using his Na... (3 pages)View decision -
Decision Reference DRN-5302897
6 Feb 2025 NCO Europe Limited UpheldConsumer CreditDRN-5302897 The complaint Mr M complains NCO Europe Limited haven’t treated him fairly regarding his credit card account debt. What happened Mr M had a credit card with a company I’ll refer to as A. After some missed payments, A asked NCO to collect the payments. Mr M says he was never... (3 pages)View decision -
Decision Reference DRN-5301347
6 Feb 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5301347 The complaint Mr S complains that Bank of Scotland plc trading as Halifax (‘Halifax) cancelled his direct debit mandate resulting in him missing a credit card payment. He says when Halifax cancelled his direct debit it should also have cancelled his credit card. And because ... (4 pages)View decision -
Decision Reference DRN-5160728
6 Feb 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5160728 Complaint Mr K is unhappy that Lloyds Bank PLC didn’t reimburse him after he told it he’d fallen victim to a scam. Background In 2020, Mr K learned about an investment opportunity with a company known as Buy2Let Cars. It was promoting a scheme under which investors provided ... (5 pages)View decision -
Decision Reference DRN-5238128
6 Feb 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5238128 The complaint Mr D complains that Gain Credit LLC trading as Lending Stream (“Lending Stream”) gave him loans without carrying out sufficient affordability checks. What happened A summary of Mr D’s borrowing can be found below. loan number loan amount agreement date repaym... (4 pages)View decision
