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-5335493
17 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5335493 The complaint Mr B complains that Bank of Scotland plc trading as Halifax hasn’t agreed to refund the money he lost from his account as the result of an investment scam. He thinks that Halifax should have done more to prevent his loss. He wants his losses refunded along with... (3 pages)View decision -
Decision Reference DRN-5320148
17 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5320148 The complaint and background Mr F complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) won’t reimburse the money he lost when he fell victim to a scam. He made payments between November 2023 and April 2024 to his own account with another provider, befo... (2 pages)View decision -
Decision Reference DRN-5311216
17 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5311216 The complaint and background Mr F complains that Revolut Ltd (“Revolut”) won’t reimburse the money he lost when he fell victim to a scam. He started making the payments in November 2023. Our investigator didn’t uphold the complaint. He noted that Revolut had intervened with ... (2 pages)View decision -
Decision Reference DRN-5627427
17 Jun 2025 Plata Finance Limited UpheldConsumer CreditDRN-5627427 The complaint Mr E complains that Plata Finance Limited was irresponsible to agree a loan for him. What happened Plata agreed a loan of £8,000 for Mr E in April 2023. The total amount owed was £12,531.85 to be repaid over four years with monthly repayments of £261.08. I und... (4 pages)View decision -
Decision Reference DRN-5607612
17 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5607612 The complaint Mr C complains that HSBC UK Bank Plc reduced his credit limit. What happened Mr C holds a credit card account with HSBC. On 9 January 2025 HSBC wrote to Mr C and advised him that his credit limit was being reduced from £5000 to £3,800 on 16 January 2025. Mr C c... (2 pages)View decision -
Decision Reference DRN-5407309
17 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5407309 The complaint Miss G is unhappy Revolut Ltd (“Revolut”) won’t reimburse her for the money she lost when she fell victim to a scam. What happened The details and facts of this case are well-known to both parties, so I don’t need to repeat them at length here. In short, Miss G... (3 pages)View decision -
Decision Reference DRN-5616922
17 Jun 2025 LeasePlan UK Limited UpheldConsumer CreditDRN-5616922 The complaint Mr D is unhappy with how LeasePlan UK Limited handled his account when his hire agreement ended. What happened Around November 2021 Mr D entered into a hire agreement with LeasePlan to acquire a new car. The agreement was for 36 months, with Mr D due to make m... (4 pages)View decision -
Decision Reference DRN-5615986
17 Jun 2025 Digital Moneybox Limited Not upheldBanking and PaymentsDRN-5615986 The complaint Mr S complains about the way that Digital Moneybox Limited trading as Moneybox dealt with his account. What happened In early December 2024, Mr S applied for a variable cash Individual Savings Account (ISA) with Moneybox which offered a variable interest rate o... (3 pages)View decision -
Decision Reference DRN-5118471
17 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5118471 The complaint Mr C complains that Bank of Scotland plc trading as Halifax won’t refund the full amount of money he lost to a scam. What happened Mr C complains that from December 2018 he sent four payments to what he thought was legitimate investments. Payment 1 06 December ... (2 pages)View decision -
Decision Reference DRN-5628616
17 Jun 2025 Vodafone Limited UpheldConsumer CreditDRN-5628616 The complaint Mr M has complained about the way Vodafone Limited administered fixed sum loan agreements he had with it. What happened The circumstances of the complaint are well known to the parties so I won’t go over everything again in detail. But in summary, in May 2024 ... (4 pages)View decision
