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-5596808
10 Jun 2025 Advantage Finance Ltd UpheldConsumer CreditDRN-5596808 The complaint Mr T complains about the quality of a used car he acquired through a hire purchase agreement with Advantage Finance Ltd (‘Advantage’). Mr T says that he bought a car that was faulty and was mis-sold to him. He is unhappy about the customer service he has receiv... (5 pages)View decision -
Decision Reference DRN-2903872
12 Jul 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-2903872 The complaint Miss L complains that Santander UK Plc closed her savings account and withdrew money from that account without her consent and knowledge. What happened Miss L held an instant savings account, which she opened in November 1994 with a balance of £100. This account w... (4 pages)View decision -
Decision Reference DRN-4984013
5 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4984013 Complaint Mr B is unhappy that Revolut Ltd didn’t refund his losses after he told it he’d fallen victim to an investment scam. Background In 2022, Mr B began exploring cryptocurrency investment opportunities and came across an online advertisement for a company, referred to ... (7 pages)View decision -
Decision Reference DRN-4885114
3 Jul 2024 Metro Bank PLC UpheldBanking and PaymentsDRN-4885114 The complaint Mrs S complains that Metro Bank PLC has disregarded her contact preferences in how they’ve communicated with her. What happened Mrs S had communicated with Metro Bank regarding a safe deposit box on 14 October 2023, and she said she told the staff about her health... (4 pages)View decision -
Decision Reference DRN6141654
1 Mar 2016 Financial Limited UpheldInvestment and pensionsMiss M’s complaint is about the advice she was given by a representative of Financial Limited in 2007 to surrender an existing investment bond and put the proceeds (along with some additional money) into another bond. backgroundThe background to this complaint is set ... (10 pages)View decision -
Decision Reference DRN-5890792
28 Oct 2025 Bank of Scotland Plc UpheldConsumer CreditDRN-5890792 The complaint Mr F complains about a car supplied to him using a hire purchase agreement taken out with Bank of Scotland plc (“BoS”). What happened In August 2024, Mr F acquired a used car using a hire purchase agreement with BoS. The car was around three years old, the cas... (4 pages)View decision -
Decision Reference DRN-5718840
4 Aug 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5718840 The complaint Miss J complains that Santander UK Plc (Santander) won’t refund the money she lost when she fell victim to a job scam. Miss J is represented in this complaint, but I’ll refer to her as it’s her complaint. What happened The detailed background to this complaint... (9 pages)View decision -
Decision Reference DRN-4215273
13 Jul 2023 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4215273 The complaint Mr D complains that Barclays Bank UK PLC won’t refund the full amount of money he lost after he fell victim to an ‘authorised push payment’ (“APP”) scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail h... (7 pages)View decision -
Decision Reference DRN-4865523
2 Aug 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4865523 The complaint Mr K is unhappy that Revolut Ltd won’t reimburse money he lost to a scam. What happened Mr K had recently received an inheritance and says that he held a vague interest in investing. He saw an advert on social media for an investment platform – “A”. Mr K says ... (11 pages)View decision -
Decision Reference DRN-5067975
27 Jun 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5067975 The complaint Mr T complains that TSB Bank plc refuses to refund his loss. What happened The background to this complaint is well-known to both parties so I’ll only provide a summary of the events that led to this complaint. In or around September 2023 Mr T was looking to ... (4 pages)View decision
