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-4833552
27 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4833552 The complaint Mr T has complained that Bank of Scotland plc (trading as Halifax) won’t refund the money he lost after falling victim to a scam. What happened Mr T was using a genuine trading advice site, and was approached by scammers. They persuaded Mr T to send them over £... (3 pages)View decision -
Decision Reference DRN-5267204
27 Jan 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5267204 The complaint Miss D complains Barclays Bank UK PLC treated her unfairly when it recorded a marker against her at Cifas, a fraud database. What happened I issued my provisional decision on this complaint, setting out what I intended to decide and why. I invited both parties... (4 pages)View decision -
Decision Reference DRN-5253227
27 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5253227 The complaint Miss G complains Revolut Ltd would not refund her sister £76 she transferred to Miss G’s Revolut account in error or close her account without her downloading the app and completing verification. What happened In May 2024 Miss G’s sister sent a payment of £76 t... (3 pages)View decision -
Decision Reference DRN-5258748
27 Jan 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5258748 The complaint Mr and Mrs C’s complaint is about their mortgage account held with Bank of Scotland plc trading as Halifax. Mr and Mrs C are unhappy that, when their mortgage term was due to expire, Halifax refused to extend the term. Mr and Mrs C are also unhappy that their m... (5 pages)View decision -
Decision Reference DRN-5241379
27 Jan 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5241379 The complaint Mr and Mrs L complain that Bank of Scotland plc has declined to refund direct debit payments under the direct debit guarantee scheme. What happened How the complaint arose Mr and Mrs L have a joint personal account, which is at the centre of this complaint. The... (4 pages)View decision -
Decision Reference DRN-5176975
27 Jan 2025 Tesco Personal Finance Limited Not upheldConsumer CreditDRN-5176975 The complaint Mr A complains that Tesco Personal Finance PLC trading as Tesco Bank declined his application for a loan. He wants his application accepted. What happened Mr A applied for a £15,000 personal loan in August 2024 repayable over 10 years. Mr A says he had a job, m... (2 pages)View decision -
Decision Reference DRN-5137601
27 Jan 2025 Lloyds Bank PLC Not upheldConsumer CreditDRN-5137601 The complaint Mr H has complained Lloyds Bank plc, trading as MBNA, is asking him to repay a personal loan he didn’t take out. What happened In 2024, Mr H fell for a scam. After seeing an advert on social media endorsed by a well- known individual about investment opportunit... (3 pages)View decision -
Decision Reference DRN-5190865
27 Jan 2025 ZILCH TECHNOLOGY LIMITED UpheldBanking and PaymentsDRN-5190865 The complaint Mr N complains that Zilch Technology Limited has not removed negative information from his credit file and his account remains open. What happened Mr N says that Zilch agreed to the above as a result of a previous complaint with this service. He says that, alt... (2 pages)View decision -
Decision Reference DRN-5147985
27 Jan 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5147985 The complaint Miss C complains that TSB Bank plc (“TSB”) held her liable for a failed cash withdrawal. What happened Miss C explained that her partner was using her debit card to do some shopping. He then tried to withdraw cash from an automated teller machine (ATM). Miss C ... (4 pages)View decision -
Decision Reference DRN-5217216
27 Jan 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5217216 The complaint Mrs K has complained Lloyds Bank plc lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. They also closed her account. What happened In August 2023 Lloyds blocked Mrs K’s account. They believed she was potentially a beneficiary of ... (3 pages)View decision
