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-5893492
22 Oct 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5893492 The complaint Miss B has complained that Santander UK Plc won’t refund the money she lost after falling victim to a scam. What happened In late 2024, Miss B was looking for work and found an advert for remote part-time work. She provided her details, then was contacted by sc... (4 pages)View decision -
Decision Reference DRN-5730674
22 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5730674 The complaint Mr A complains about the actions of Revolut Ltd when he lost money to a scam. Mr A is being represented by a claims management company but for ease of reading I’ll only refer to Mr A. What happened The detailed background to this complaint is well known to bo... (3 pages)View decision -
Decision Reference DRN-5757871
22 Oct 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5757871 The complaint X complains that Lloyds Bank PLC (Lloyds) is refusing to refund her the amount she lost as the result of a scam. X is being represented by a third party. To keep things simple, I will refer to X throughout my decision. What happened The background of this compl... (3 pages)View decision -
Decision Reference DRN-5759266
22 Oct 2025 The Royal Bank of Scotland Plc Not upheldConsumer CreditDRN-5759266 The complaint Mr M says The Royal Bank of Scotland Plc (RBS) irresponsibly lent to him. What happened In June 2023 RBS approved Mr M’s loan application. It agreed to lend him £9,500 over five years. The monthly repayments were £288.02. Mr M says he was already using his ove... (2 pages)View decision -
Decision Reference DRN-5702605
22 Oct 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5702605 The complaint Ms W complains that Wise Payments Limited (trading as Wise) won’t refund payments she says were made as part of a scam. What happened • Ms W complained to Wise that it ought to refund her two international payments she made in August and September 2024. She’s e... (2 pages)View decision -
Decision Reference DRN-5878153
22 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5878153 The complaint Mr B complains that Bank of Scotland plc trading as Halifax (‘Halifax’) said he’d exceeded his credit card limit whilst showing he had an available credit limit. Mr B doesn’t want this to happen again, and wants further compensation for his distress and inconve... (2 pages)View decision -
Decision Reference DRN-5759687
22 Oct 2025 Sky UK Limited Not upheldConsumer CreditDRN-5759687 The complaint Miss C complains that Sky UK Limited provided her with four fixed sum loan agreements that she says were unaffordable for her. What happened In 2021, Miss C says that Sky provided her with four fixed sum loan agreements for four mobile phone contracts. She say... (5 pages)View decision -
Decision Reference DRN-5849568
22 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5849568 The complaint Mr W complains that Lloyds Bank Plc didn’t do enough to prevent him losing money to a scam. Mr W is being represented by a legal representative but for ease I’ll only refer to Mr W in the decision. What happened The detailed background to this complaint is we... (3 pages)View decision -
Decision Reference DRN-5641117
22 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5641117 The complaint Mr C complains that Barclays Bank UK PLC didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well k... (3 pages)View decision -
Decision Reference DRN-5786884
22 Oct 2025 THE CO-OPERATIVE BANK P.L.C. Not upheldBanking and PaymentsDRN-5786884 The complaint Mr L complains that THE CO-OPERATIVE BANK P.L.C. failed to block a payment requested by him and failed to deal with his subsequent complaint. What happened On 23 May 2025 Mr L asked Co-op Bank through a secure message to stop a payment to his internet provider,... (2 pages)View decision
