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-4941078
18 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-4941078 The complaint Mrs T complains that Nationwide Building Society won’t refund her the money she lost after she fell victim to an Authorised Push Payment (“APP”) scam. In bringing her complaint to this service Mrs T is represented, but for ease of reading I will refer to Mrs T... (3 pages)View decision -
Decision Reference DRN-5633219
18 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5633219 The complaint Mr S is unhappy that Revolut Ltd (“Revolut”) won't refund the money he lost to job scam. What happened In December 2023, Mr S came across a remote job opportunity which involved completing tasks for commission. Mr S signed up to the job platform where he ... (7 pages)View decision -
Decision Reference DRN-5609369
18 Jun 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5609369 The complaint Mr D complains about the quality of a car Stellantis Financial Services UK Limited (Stellantis) supplied to him under a hire purchase agreement. What happened The facts of this case are familiar to both sides, so I don’t intend to repeat them again in detail he... (5 pages)View decision -
Decision Reference DRN-4973401
18 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4973401 The complaint Mr T has complained that Bank of Scotland plc (trading as Halifax) won’t refund the money he says he lost in an alleged scam. What happened Both sides are most familiar with the case, so I’ll summarise things more briefly. Mr T’s representatives explained that ... (3 pages)View decision -
Decision Reference DRN-5396698
18 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5396698 The complaint Ms R complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) won’t refund transactions totalling around £700 from her account which she says she didn’t authorise. What happened The background to this complaint is well known to both parties, ... (3 pages)View decision -
Decision Reference DRN-4644510
18 Jun 2025 Honeycomb Finance Limited UpheldConsumer CreditDRN-4644510 The complaint Miss O’s complaint is, in essence, that Honeycomb Finance Limited (“the Lender”), acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under section 140A of the Consumer Credit Act 1974 (as amended) (“the CCA”) and (2) de... (16 pages)View decision -
Decision Reference DRN-5281721
18 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5281721 The complaint Ms A complains that Revolut Ltd (‘Revolut’) hasn’t refunded the money she lost to an investment scam. What happened The circumstances of the complaint are well-known to both parties, so I don’t intend to set these out in detail here. However, I’ll provide a bri... (5 pages)View decision -
Decision Reference DRN-5485709
18 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5485709 The complaint Mrs G complains that Nationwide Building Society failed to pay her the £175 switch incentive when she switched her account to it. What happened On 8 December 2024 Mrs G made a request to Nationwide to switch her account to it to take advantage of the switch inc... (2 pages)View decision -
Decision Reference DRN-5350078
18 Jun 2025 ClearBank Limited Not upheldBanking and PaymentsDRN-5350078 The complaint A company, which I’ll refer to as ‘Company A’, complains that ClearBank Limited, trading as Tide (‘Tide’), won’t refund it for the money lost when its director, Mr A – who brings this complaint on A’s behalf – fell victim to a scam. What happened The backgroun... (4 pages)View decision -
Decision Reference DRN-5356429
18 Jun 2025 Stripe Payments UK Limited UpheldBanking and PaymentsDRN-5356429 The complaint A company which I’ll refer to as ‘B’ complains that Stripe Payments UK Limited won’t refund the money it lost as the result of a scam. The complaint is brought on B’s behalf by its director, Mr B. What happened Both parties are aware of the circumstances of t... (3 pages)View decision
