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 392389 results
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Decision Reference DRN-5842531
5 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5842531 The complaint Ms Z complains that Lloyds Bank PLC will not refund money she lost to a scam. Ms Z is represented by a firm, but for ease I have only referred to Ms Z in this decision. What happened The details of this complaint are well known to both parties so I won’t repeat... (3 pages)View decision -
Decision Reference DRN-5928308
5 Nov 2025 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5928308 The complaint Mr W complains about a car supplied to him using a hire purchase agreement taken out with BMW Financial Services (GB) Limited trading as Alphera Financial Services (“Alphera”). What happened Mr W referred a complaint to us along with a representative. As the c... (5 pages)View decision -
Decision Reference DRN-5531504
5 Nov 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5531504 The complaint Mrs M complains that Santander UK Plc won’t refund her after she sent funds to an investment that she now considers to have been a scam. Mrs R is professionally represented in bringing her complaint, but for ease of reading I’ll refer to all submissions as bein... (5 pages)View decision -
Decision Reference DRN-5874907
5 Nov 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5874907 The complaint Mr A complains Nationwide Building Society (“Nationwide”) refuses to refund him for transactions on his account he says he didn’t authorise. What happened The facts of this complaint are well-known to both parties, so I won’t repeat them in detail here. In shor... (3 pages)View decision -
Decision Reference DRN-5553620
5 Nov 2025 ZILCH TECHNOLOGY LIMITED Not upheldConsumer CreditDRN-5553620 The complaint Mr H is unhappy that Zilch Technology Limited (Zilch) didn’t refund him for a transaction on his account that he says wasn’t authorised. What happened In March 2025, Mr H contacted Zilch to dispute a transaction for £115.13 on his account. Mr H explained the pa... (3 pages)View decision -
Decision Reference DRN-5551746
5 Nov 2025 Wirex Limited UpheldBanking and PaymentsDRN-5551746 The complaint Miss G is unhappy Wirex Limited won’t refund transactions she made as part of a scam. What happened In August 2023 Miss G was sent a link by a friend, which had a video about an investment opportunity through a company I’ll call “Q”. The investment had a celebr... (4 pages)View decision -
Decision Reference DRN-5842927
5 Nov 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5842927 The complaint Mrs O complains PayPal UK Ltd won’t refund her for buyer protection claims she made. What happened Mrs O bought some items and raised two buyer protection claims, and PayPal refused to refund her. Mrs O complained to PayPal, and it said Mrs O had cancelled on... (2 pages)View decision -
Decision Reference DRN-5890443
5 Nov 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5890443 The complaint Mr A complains about Bank of Scotland plc trading as Halifax (Halifax) when he requested a banker’s draft to be sent to him. What happened What happened within this complaint is well known to both parties so I will aim to provide a brief summary. In December 2... (4 pages)View decision -
Decision Reference DRN-5584153
5 Nov 2025 Black Horse Limited Not upheldConsumer CreditDRN-5584153 The complaint Mr B complains that Black Horse Limited trading as Jaguar Financial Services (“Black Horse”) mis-sold a finance agreement and required him to pay the outstanding balance after his car was written off. What happened In October 2022 Mr B purchased a new car at a ... (3 pages)View decision -
Decision Reference DRN-5033676
5 Nov 2025 ClearBank Limited UpheldBanking and PaymentsDRN-5033676 The complaint M complains that ClearBank Ltd won’t refund the full amount of money it lost to a scam. What happened M sent several payments to what turned out to be a safe account scam. M thought ClearBank should have done more to protect its money, so it logged a complaint ... (4 pages)View decision