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 162956 results
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Decision Reference DRN-5040856
31 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5040856 The complaint Ms J complains about the way Bank of Scotland trading as Halifax dealt with a claim she sought to bring against it under section 75 of the Consumer Credit Act 1974 (“section 75”) What happened In May 2022 Ms J purchased a king size bed from an online retailer (... (3 pages)View decision -
Decision Reference DRN-5188272
31 Jan 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5188272 Complaint Mrs P has complained about the overdraft charges Santander UK Plc (“Santander”) applied to her current account. Mrs P is being represented, by the (“representative”), in her complaint. The representative has said the charges applied to Mrs P’s account were unfair... (5 pages)View decision -
Decision Reference DRN-5087786
31 Jan 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5087786 The complaint Miss C complains that Santander UK Plc didn't proceed with the chargeback claim she sought to raise against a merchant. What happened Miss C purchased some decking from a merchant, M, using her debit card. She asked Santander to raise a chargeback claim as... (2 pages)View decision -
Decision Reference DRN-5245870
31 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5245870 The complaint Mrs B is unhappy that HSBC UK Bank Plc declined several purchases she tried to make using her global money account while she was overseas. What happened Mrs B tried to make a payment while overseas using her HSBC global money account. But the transaction was fl... (3 pages)View decision -
Decision Reference DRN-5012078
31 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5012078 The complaint Miss H complains that Revolut Ltd is refusing to refund her the amount she lost as the result of a scam. Miss H is being represented by a third party. To keep things simple, I will refer to Miss H throughout my decision. What happened The background of this com... (8 pages)View decision -
Decision Reference DRN-5184264
31 Jan 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5184264 The complaint Mrs B complains that Vanquis Bank Limited lent to her irresponsibly. What happened On 27 March 2015, Mrs B opened a credit card account with Vanquis with an initial £150 credit limit. Over the years, there have been a number of credit limit increases (CLI) as s... (3 pages)View decision -
Decision Reference DRN-4776273
31 Jan 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4776273 The complaint Mr R complains that Lloyds Bank PLC didn’t do enough to protect him when he fell victim to a cryptocurrency investment scam. What happened Mr R saw an advert on a video streaming website for cryptocurrency investing platform and in May 2022 began sending money ... (3 pages)View decision -
Decision Reference DRN-4921966
31 Jan 2025 Santander UK Plc UpheldBanking and PaymentsDRN-4921966 The complaint Mr W has complained that Santander UK Plc won’t refund the money he lost after falling victim to a scam. What happened Mr W was added to a group on a social media messaging service. It was run by scammers posing as an investment firm. They persuaded Mr W to sen... (4 pages)View decision -
Decision Reference DRN-4952603
31 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4952603 The complaint Mr C complains that HSBC UK Bank Plc (HSBC) is refusing to refund him the amount he lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mr C tells us ... (3 pages)View decision -
Decision Reference DRN-4844397
31 Jan 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4844397 The complaint Mr O complains that Wise Payments Limited (Wise) is refusing to refund him the amount he lost as the result of a scam. Mr O is being represented by a third party. To keep things simple, I will refer to Mr O throughout my decision. What happened The background o... (3 pages)View decision
