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 4009 results
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Decision Reference DRN-5941791
28 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5941791 The complaint Mrs M complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. Mrs M is being represented by a third party. To keep things simple, I will refer to Mrs M throughout my decision. What happened The background of t... (5 pages)View decision -
Decision Reference DRN-4906631
26 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4906631 The complaint Mr D complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr D is being represented by a third party. To keep things simple, I will refer to Mr D throughout my decision. What happened The background of this ... (3 pages)View decision -
Decision Reference DRN5684357
23 Aug 2013 Bank of Scotland Plc Not upheldBanking and creditMr J complains that Bank of Scotland plc (“Halifax”) refused to refund to his account the value of a number of transactions, made over a period of nearly four months, that he disputes authorising.backgroundMr J says that he was not spending on the account over the period of the disputed t... (2 pages)View decision -
Decision Reference DRN-4546982
10 Jan 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4546982 The complaint Ms Y complains that Santander UK Plc won’t reimburse money she lost to a scam. What happened On 6 December 2023 I issued my provisional decision on this complaint. I wanted to give both parties a chance to respond with any further evidence or arguments before I is... (14 pages)View decision -
Decision Reference DRN-5813975
12 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5813975 The complaint Mr C complains that Clydesdale Bank Plc trading as Virgin Money gave him credit which he couldn’t afford to repay. What happened In November 2015 Virgin Money gave Mr C a credit card with a £9,000 limit. It increased this to £14,000 in August 2017 and the accou... (5 pages)View decision -
Decision Reference DRN-5884386
8 Dec 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5884386 The complaint Mr T and Mrs A’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) an... (8 pages)View decision -
Decision Reference DRN6239489
3 Oct 2013 Nationwide Building Society UpheldInvestment and pensionsMiss A complains about advice received in 2012 from Nationwide Building Society to invest a substantial amount in investments she says were too risky for her. She says that the adviser assured her that the recommended investments posed no risk to her capital.backgroundI issued my pro... (5 pages)View decision -
Decision Reference DRN-5450000
29 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5450000 The complaint Mr and Mrs G complain that Bank of Scotland plc trading as Halifax (Halifax) is refusing to refund them the amount Mr G lost as the result of a scam. Mr and Mrs G are being represented by a third party. To keep things simple, I will refer to Mr and Mrs G throug... (3 pages)View decision -
Decision Reference DRN-4737835
14 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4737835 The complaint Mr J complains that Revolut Ltd hasn’t refunded him after he fell victim to an investment scam. What happened Mr J saw an advert for an investment opportunity on social media. It appeared to feature a celebrity endorsement and spoke of money to be made from inv... (9 pages)View decision -
Decision Reference DRN5783339
29 Oct 2014 Barclays Bank Plc Not upheldBanking and creditMr A complains about the actions of Barclays Bank Plc in relation to the closure of his account and information recorded by it in respect of Mr A’s use of the account.Mr A is represented by his father in referring his complaint.backgroundMr A’s complaint arises following disputed activit... (3 pages)View decision
