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 DRN4724342
16 Jun 2020 Bank of Ireland (UK) Plc UpheldBanking and creditMr J complains that Bank of Ireland (UK) Plc (“BOI”) declined his section 75 claim.backgroundIn August 2014 Mr J was supplied with a car and paid a deposit using his BOI credit card.Mr J has said that he began to experience issues with error messages relating to the steering and the immobi... (3 pages)View decision -
Decision Reference DRN7473875
20 Dec 2017 Shawbrook Bank Limited Not upheldBanking and creditMs W complains that the soffits, fascia and guttering supplied and installed at her home areof unsatisfactory quality. Her complaint is against Shawbrook Bank Limited, as the financeprovider.background In early May 2016, Ms W entered into a contract for a third party... (5 pages)View decision -
Decision Reference DRN-4454435
22 Mar 2024 State Bank Of India (UK) Limited UpheldBanking and PaymentsDRN-4454435 The complaint P complains that State Bank Of India (UK) Limited (SBI) is refusing to refund the amount it lost as the result of a scam. P is being represented by a third party. To keep things simple, I will refer to P throughout my decision. What happened P was established as a... (3 pages)View decision -
Decision Reference DRN-5207692
12 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5207692 Complaint Mr T is unhappy that Revolut Ltd didn’t refund his losses after he told it he’d fallen victim to a scam. Background Mr T became the victim of an investment scam after encountering an advertisement on social media for a company I will refer to as “U.” At the time, M... (7 pages)View decision -
Decision Reference DRN-5827564
19 Sep 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5827564 The complaint Mr D, who is represented, complains that Starling Bank Limited won’t reimburse him a loss he suffered after he was a victim of fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In A... (5 pages)View decision -
Decision Reference DRN4238410
22 Dec 2020 Barclays Bank UK PLC UpheldBanking and creditComplaint Mr F is seeking to recover just over £60,000 from Barclays Bank UK PLC which was stolen from his bank account as a result of a third-party scam. Background Between 13 September 2018 and 25 October 2018, Mr F made three international online payments for £15,150, £22,725 and £22,57... (7 pages)View decision -
Decision Reference DRN-5791516
9 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5791516 The complaint Mr D complains that Revolut Ltd (‘Revolut’) hasn’t refunded the money he lost to an investment scam. Mr D referred his complaint to this service with the help of a professional representative. However, for ease of reading, I’ll refer only to Mr D throughout my... (6 pages)View decision -
Decision Reference DRN7338768
29 Jul 2015 Sainsbury's Bank Plc Not upheldBanking and creditMr R complains that Sainsbury’s Bank Plc have not upheld his claim under Section 75 of the Consumer Credit Act 1974.backgroundMr R says that he paid for a timeshare in 2012 using his Sainsbury’s credit card. He says he was legally denied the required cooling off per... (2 pages)View decision -
Decision Reference DRN1108306
18 Jun 2018 Barclays Bank Plc Not upheldBanking and creditMr and Mrs C complain that Barclays Bank Plc refused to refund payments they made for a holiday club membership in 2002 and 2005.backgroundMr and Mrs C have a joint account with Barclays. In 2002 or 2003 they joined a holiday club. They say they paid a deposit of £2... (2 pages)View decision -
Decision Reference DRN-3761062
5 Dec 2022 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3761062 The complaint Miss N complains she was the victim of an investment scam and that Bank of Scotland plc trading as Halifax didn’t do enough to stop that from happening or to recover her money. What happened The detailed background to this complaint is well known to both parties. ... (4 pages)View decision
