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
-
Decision Reference DRN-5923330
5 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5923330 The complaint Miss T complains that Revolut Ltd won’t refund money she lost when she was the victim of an investment scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. In 2024 Miss T fell victim ... (3 pages)View decision -
Decision Reference DRN-5823814
5 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5823814 The complaint Miss S complains NewDay Ltd trading as John Lewis Partnership (NewDay) shouldn’t have approved a credit card account for her. What happened Miss S says NewDay approved a credit card account for her in November 2022 with a limit of £700 at a time when she was ha... (3 pages)View decision -
Decision Reference DRN-5907121
5 Nov 2025 ONMO Limited Not upheldBanking and PaymentsDRN-5907121 The complaint Mr E complains about interest charged by ONMO Limited (ONMO) and the available balance on his credit card account. What happened In February 2025 Mr E complained to ONMO about his available balance fluctuating without justification, and interest charges on his... (3 pages)View decision -
Decision Reference DRN-5665379
5 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5665379 The complaint Miss D is unhappy that Barclays declined to refund the money she lost to an investment opportunity she now believes was a scam. What happened Miss D came across a company (run by an individual I will refer to as T in this decision) through friends who had inve... (3 pages)View decision -
Decision Reference DRN-5925002
5 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5925002 The complaint Mr W and Ms X complain that Bank of Scotland trading as Halifax won’t refund the full amount of money they lost to a scam. Although this money was lost from a joint account, Mr W was the one scammed, so I’ll mostly be referring to him throughout this complaint.... (5 pages)View decision -
Decision Reference DRN-5927021
5 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5927021 The complaint Mr W complains that Bank of Scotland trading as Halifax (“Halifax”) won’t refund the full amount of money he lost to a scam. Mr W was trustee over the accounts he has now complained about. What happened The background to this complaint is well-known to both par... (5 pages)View decision -
Decision Reference DRN-5720670
5 Nov 2025 Lenvi Servicing Limited Not upheldMortgagesDRN-5720670 The complaint This complaint is about an application that Miss H and Mr S made to Lenvi Servicing Limited for a substitution of security in connection with a Help To Buy mortgage they hold. The purpose of the substitution was to facilitate the purchase of the freehold of the... (2 pages)View decision -
Decision Reference DRN-5927960
5 Nov 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5927960 The complaint Miss W complains that Clydesdale Bank Plc trading as Virgin Money treated her unfairly when it agreed a credit card and subsequent limit increase. What happened In May 2022 Virgin Money agreed a credit card with a £6,500 limit. This was increased to £7,500 in M... (4 pages)View decision -
Decision Reference DRN-5925668
5 Nov 2025 Equifax Limited Not upheldConsumer CreditDRN-5925668 The complaint Mr M complains Equifax Limited are reporting inaccurate information on his credit file and haven’t taken reasonable steps to verify the information being reported. What happened Mr M has complained about the accuracy of data being reported on his credit file b... (8 pages)View decision -
Decision Reference DRN-5644348
5 Nov 2025 esure Insurance Limited Not upheldInsuranceDRN-5644348 The complaint Mrs M complains about the service provided by esure Insurance Limited (‘esure’) when she made a mid-term adjustment to her motor insurance policy. What happened The background to this complaint is well known to Mrs M and esure. In this decision I won’t repeat i... (3 pages)View decision