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 4014 results
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Decision Reference DRN-5173254
4 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5173254 The complaint Mr F complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr F is being represented by a third party. To keep things simple, I will refer to Mr F throughout my decision. What happened The background of this ... (3 pages)View decision -
Decision Reference DRN-4945090
5 Aug 2024 Atom Bank PLC Not upheldBanking and PaymentsDRN-4945090 The complaint Mr W complains that Atom Bank PLC (Atom) is refusing to refund him the amount he lost as the result of a scam. Mr W is being represented by a third party. To keep things simple, I will refer to Mr W throughout my decision. What happened The background of this c... (4 pages)View decision -
Decision Reference DRN-5094122
21 Oct 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5094122 The complaint Mrs B has complained about the way Creation Consumer Finance Ltd (“Creation”) responded to claims she’d made in relation to misrepresentation, breach of contract, and an alleged unfair relationship taking into account section 140A (“s.140A”) of the Consumer Cre... (8 pages)View decision -
Decision Reference DRN-6005073
8 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6005073 The complaint Mr and Mrs D’s complaint is, in essence, that Shawbrook Bank Limited (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’) and (2)... (12 pages)View decision -
Decision Reference DRN-5449941
29 Sep 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5449941 The complaint Mr G complains that J.P. Morgan Europe Limited trading as Chase (Chase) is refusing to refund him the amount he lost as the result of a scam. Mr G is being represented by a third party. To keep things simple, I will refer to Mr G throughout my decision. What ha... (3 pages)View decision -
Decision Reference DRN-5805429
30 Sep 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5805429 The complaint Mr S, who is represented by a third party, complains that Close Brothers Limited (‘Close Brothers’), trading as Close Brothers Motor Finance, irresponsibly granted him a conditional sale agreement he couldn’t afford to repay. What happened In September 2021, M... (3 pages)View decision -
Decision Reference DRN-4203835
21 Sep 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4203835 The complaint Mr P is unhappy that HSBC UK Bank Plc trading as first direct (First Direct) won’t refund the 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 and has been lai... (5 pages)View decision -
Decision Reference DRN-5888191
9 Dec 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5888191 The complaint Mrs G complains that Clydesdale Bank Plc trading as Virgin Money (Virgin Money) irresponsibly lent to her, when she was provided with an increase to her credit limit on a credit card. What happened Mrs G applied for a Virgin Money credit card, and this was iss... (5 pages)View decision -
Decision Reference DRN-4360505
2 Apr 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4360505 The complaint Miss F complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known to bo... (4 pages)View decision -
Decision Reference DRN-4403196
14 Nov 2023 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4403196 The complaint Mr A complains that Bank of Scotland plc (trading as Halifax) refuses to refund money he lost to an investment scammer. Mr A is represented by a third party, but for ease of reading, I’ll refer to all the submissions as coming from him alone in this decision. What... (5 pages)View decision
