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-4475474
28 Jun 2024 TSB Bank plc Not upheldBanking and PaymentsDRN-4475474 The complaint Mr H, on behalf of S a limited company, complains that TSB Bank plc closed S’s business account. He’d like S’s account reopened and compensation for the impact. What happened Mr H is a director of S. Mr H has been represented throughout the complaint. But, for eas... (4 pages)View decision -
Decision Reference DRN0820290
24 Nov 2016 Express Finance (Bromley) Limited UpheldBanking and creditMr P complains that Express Finance (Bromley) Limited (trading as Payday Express) shouldn’t have provided him with loans which he says were unaffordable during 2010 and 2011.backgroundMr P complained to Payday Express about the loans he’d been provided with. It didn’t re... (6 pages)View decision -
Decision Reference DRN8143231
10 Dec 2019 Lloyds Bank PLC UpheldBanking and creditMiss R is unhappy with the action Lloyds Bank PLC took after she fell victim to a scam. In total Miss R transferred £11,300 to the scammer over the course of three payments. backgroundOn 3 September 2018, Miss R was contacted by someone claiming to be from HMRC. It turned out this person w... (15 pages)View decision -
Decision Reference DRN-4326883
1 Sep 2023 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4326883 The complaint Mrs H and Mr H complain in relation to windows they purchased that were financed with a fixed sum loan agreement with Shawbrook Bank Limited. They are represented in this complaint by a third party, but for ease of reference I’ll refer to submissions made by the t... (7 pages)View decision -
Decision Reference DRN-5124815
30 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5124815 The complaint Miss F complains Revolut Ltd didn’t do enough to protect her at a time she was falling victim to a scam and that it hasn’t refunded her since that scam was revealed. What happened The background to this complaint is well-known to both parties and so I’ll summar... (11 pages)View decision -
Decision Reference DRN0547200
11 Jan 2019 GKFX Financial Services Limited Not upheldInvestment and pensionsMr W complains about losses of $21,800 he has suffered on a CFD trading account in his name with GKFX Financial Services Limited (“GKFX”).backgroundMr W complains that the trading account in his name wasn’t opened by him but opened by a third party (who he believes i... (3 pages)View decision -
Decision Reference DRN-5313508
20 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5313508 The complaint Mr R complains thatNational Westminster Bank Public Limited Company (“NatWest”) has not refunded the money he lost to what he believes was a scam. For completeness and in setting out the background of what’s happened in full, I note there is a linked complaint... (5 pages)View decision -
Decision Reference DRN-1730864
25 Nov 2020 National Westminster Bank Plc Not upheldConsumer CreditDRN-1730864 The complaint Mr B has complained that National Westminster Bank Plc (“NatWest”) sold his debt without telling him and incorrectly reported additional defaults on his accounts to the credit reference agencies. Background Mr B told our service he called NatWest in January 2017 t... (3 pages)View decision -
Decision Reference DRN-5404563
25 Mar 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5404563 The complaint Mr H complains that Bank of Scotland plc trading as Halifax (“Halifax”) won’t refund the money he says he lost to a scam. This decision only relates to the payments made from Mr H’s account. A number of payments were also made from Mr H’s wife’s account (“Mrs H... (5 pages)View decision -
Decision Reference DRN7224857
8 Jan 2014 Lloyds Bank PLC Not upheldBanking and creditMr A complains that Lloyds Bank PLC wrongly refused to pay cheques deposited into his account by a third party. He says the cheques should have been covered by a cheque guarantee card. He would like to be compensated for the financial loss he says he has suffered. backgroundMr A operated a... (2 pages)View decision
