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 DRN7174771
29 Nov 2018 Bank of Scotland Plc Not upheldPayment protection insurance (PPI)Mr and Mrs W have complained that they were mis-sold a payment protection insurance (“PPI”) policy taken out to protect a mortgage with Bank of Scotland Plc, trading as Halifax.backgroundMr and Mrs W took out a mortgage with Halifax in 1999, borrowing £52,725 over 2... (2 pages)View decision -
Decision Reference DRN-4830645
3 Jun 2024 First Response Finance Ltd UpheldConsumer CreditDRN-4830645 The complaint Mr W is complaining about First Response Finance Ltd. He says they acted irresponsibly in lending to him because of his credit history and complains that this created an unfair relationship. Mr W’s complaint has been brought to us by a representative but for ease ... (5 pages)View decision -
Decision Reference DRN-4897046
12 Dec 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4897046 The complaint Mr O complains that Starling Bank Limited won’t reimburse him money he lost after being a victim of a fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In January 2024, Mr O was loo... (3 pages)View decision -
Decision Reference DRN-3457827
7 Jun 2022 MotoNovo Finance Limited UpheldConsumer CreditDRN-3457827 The complaint Ms T, who is represented by a third party, complains that MotoNovo Finance Limited (“MotoNovo”) irresponsibly granted her a hire purchase agreement she couldn’t afford to repay. What happened In March 2016, Ms T acquired a used car financed by a hire purchase agre... (3 pages)View decision -
Decision Reference DRN-5093793
30 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5093793 The complaint Mrs A complains about the actions of Revolut Ltd when she lost money to a scam. Mrs A is being represented by a claims management company but for ease I’ll only refer to Mrs A. What happened The detailed background to this complaint is well known to both part... (9 pages)View decision -
Decision Reference DRN-3819353
22 May 2023 Santander UK Plc Not upheldBanking and PaymentsDRN-3819353 Complaint Mr J is unhappy that Santander UK Plc (“Santander”) recorded a fraud prevention marker against him. Background In December 2019, Mr J’s Santander account received a transfer of £2,354.97 from a third party. A cheque for £8,000.00 was also paid into Mr J’s account too.... (3 pages)View decision -
Decision Reference DRN-4794237
28 May 2024 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4794237 The complaint Mrs C, as the executor of the estate of Mrs H, complains that Lloyds Bank PLC should pay additional compensation for her time as well as distress and inconvenience caused by its admitted poor service. What happened Mrs H died in 2020 and Mrs C is one of her appoin... (4 pages)View decision -
Decision Reference DRN-5682357
30 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5682357 The complaint Mr H complains Barclays Bank UK PLC didn’t do enough to protect him when he fell victim to a crypto investment scam. Mr H is professionally represented, however, to keep things simple, I’ll refer to Mr H throughout my decision. What happened The background to t... (4 pages)View decision -
Decision Reference DRN-3565428
13 Dec 2022 Bank of Scotland Plc Not upheldInvestmentsDRN-3565428 The complaint Mr C has complained about the advice he received from Bank of Scotland plc, trading as Halifax Life (‘Halifax’). He thinks the investments recommended were too high risk for him. Mr C is represented by a third party in bringing his complaint but for ease of refere... (5 pages)View decision -
Decision Reference DRN-4426072
23 Feb 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4426072 The complaint Mr J complains that Santander UK Plc (“Santander”) won’t refund £1,250 he says he lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything in detail again here. However, in summary, Mr J says he fell ... (3 pages)View decision
