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 3981 results
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Decision Reference DRN-4440948
8 Nov 2023 National Westminster Bank Plc Not upheldBanking and PaymentsThe complaint Ms F complains that National Westminster Bank Plc didn’t do enough to protect her from the financial harm caused by an investment scam company, or to help her recover the money once she’d reported the scam. What happened The detailed background to this complaint is well known... (5 pages)View decision -
Decision Reference DRN-4318317
25 Aug 2023 Wirecard Card Solutions Limited UpheldBanking and PaymentsDRN-4318317 The complaint Mr D complains Wirecard Card Solutions Limited, trading as “Pockit”, restricted and closed his account and returned all the money held in it to the source accounts. To put things right, Mr D wants Pockit to return his funds and pay compensation for the distress an... (5 pages)View decision -
Decision Reference DRN-4696139
31 Jul 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4696139 The complaint Mrs B complains Specialist Motor Finance Limited (SMFL) irresponsibly entered into a hire purchase agreement because it failed to carry out reasonable and proportionate checks to ensure the agreement was affordable. What happened Mrs B entered into the hire pur... (4 pages)View decision -
Decision Reference DRN-3443231
22 Jun 2022 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3443231 The complaint Ms E complains that Bank of Scotland plc (trading as Halifax), won’t refund £2,750 she lost, which she believes was as the result of a scam. What happened All parties are aware of the circumstances surrounding this complaint, so I won’t repeat them in full here. I... (4 pages)View decision -
Decision Reference DRN-5090413
17 Dec 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-5090413 The complaint Ms W complains that Starling Bank Limited (Starling) is refusing to refund her the amount she lost as the result of a scam. Ms W is being represented by a third party. To keep things simple, I will refer to Ms W throughout my decision. What happened The backgro... (4 pages)View decision -
Decision Reference DRN-4295965
9 Feb 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4295965 The complaint Mr H complains that Lloyds Bank PLC won’t refund him the money he lost after he fell victim to an authorised push payment (“APP”) scam. In bringing his complaint to this service Mr H is represented, but for ease of reading I’ll refer to Mr H throughout this decis... (4 pages)View decision -
Decision Reference DRN-5277160
8 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5277160 The complaint Mr R complains that Barclays Bank (Barclays) is refusing to refund him the amount he lost as the result of a scam. Mr R is being represented by a third party. To keep things simple, I will refer to Mr R throughout my decision. What happened The background of th... (4 pages)View decision -
Decision Reference DRN-2545770
31 Mar 2022 FCA Automotive Services UK Ltd Not upheldConsumer CreditDRN-2545770 The complaint Miss H complains about a car FCA Automotive Services UK Ltd supplied to her under a hire- purchase agreement. She has also expressed concerns about the finance arrangements, which she believes should never have been approved. What happened In late 2018 Miss H and ... (5 pages)View decision -
Decision Reference DRN-4813674
30 Dec 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4813674 The complaint Mrs O is unhappy that Bank of Scotland plc trading as Halifax decided not to refund her, after she says she was the victim of a scam. What happened Mrs O found a window fitting company. In December 2021 she paid a 30% deposit of £1,582. An instalment date was ... (4 pages)View decision -
Decision Reference DRN-5058787
3 Oct 2024 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5058787 The complaint Mr W complains that Capital One (Europe) plc irresponsibly lent to him. What happened Mr W was approved for two Capital One credit cards which were opened in November 2008 (‘card A’) and November 2012 (‘card B’) respectively, both with an initial limit of £500... (8 pages)View decision
