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-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-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-4860232
15 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4860232 The complaint Mr C complains, via a representative, that Revolut Ltd (“Revolut”) won’t refund the money he lost to a job scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief, Mr C met a person thr... (3 pages)View decision -
Decision Reference DRN-4839314
21 Jun 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4839314 The complaint Mr O complains that Bank of Scotland plc trading as Halifax (Halifax) is refusing to refund him the amount he lost as the result of a scam. Mr O is being represented by a third party. To keep things simple, I will refer to Mr O throughout my decision. What happene... (3 pages)View decision -
Decision Reference DRN-5052082
30 Sep 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5052082 The complaint Mrs N complains that Revolut Ltd won’t refund money she lost when she fell victim to an investment scam. Mrs N is being represented by solicitors in this complaint. What happened Mrs N says that in February 2022 she received an email about making money by inv... (8 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-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-5945211
12 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5945211 The complaint Mr W complains Santander UK Plc (“Santander”) won’t refund the money he lost to an investment scam. What happened I issued a provisional decision in October 2025 to explain why I thought Mr W’s’ complaint should be partially upheld. And I said I’d consider anyt... (7 pages)View decision -
Decision Reference DRN-5045787
3 Oct 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5045787 The complaint Mr P has complained about the way Creation Consumer Finance Ltd (“Creation”) responded to claims he’d made in relation to misrepresentation, breach of contract, and an alleged unfair relationship taking into account section 140A (“s.140A”) of the Consumer Credi... (8 pages)View decision
