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 393318 results
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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 -
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