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-5864036
17 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5864036 The complaint Mr C complains about the actions of Revolut Ltd when he lost money to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. In the summer of 2025 M... (2 pages)View decision -
Decision Reference DRN-5481238
17 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5481238 The complaint Mr K complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money he lost to an investment scam. He’s represented by a firm of solicitors. To keep things simple, I’ll refer to Mr K throughout this decision. What happened The background is known to both parti... (3 pages)View decision -
Decision Reference DRN-5679760
17 Oct 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5679760 The complaint Mr and Mrs W complain that Barclays Bank UK PLC (‘Barclays’) won’t reimburse the funds they lost when they fell victim to a scam. What happened Mr and Mrs W hold a joint account with Barclays. As Mr W was involved in the investment and signed the agreement, I w... (7 pages)View decision -
Decision Reference DRN-5658107
17 Oct 2025 London and Country Mortgages Ltd Not upheldMortgagesDRN-5658107 The complaint Miss M complains that London and Country Mortgages Ltd (L&C) misinformed her and caused delays, resulting in her mortgage going on to her lender’s standard variable rate. What happened Miss M was advised by L&C (a mortgage broker) in relation to her re... (4 pages)View decision -
Decision Reference DRN-5243086
17 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5243086 The complaint Mr S complains about the actions of Monzo Ltd when he lost money to a scam. Mr S is being represented by a claims management company but for ease of reading I’ll only refer to Mr S. What happened The detailed background to this complaint is well known to both... (3 pages)View decision -
Decision Reference DRN-5672010
17 Oct 2025 Lenvi Servicing Limited UpheldMortgagesDRN-5672010 The complaint Miss H and Mr S complain about delays caused by Lenvi Servicing Limited when they tried to make amendments to their Help to Buy loan. What happened The timeline of events here isn’t disputed and was set out in detail by our Investigator. So, I’ll just briefly s... (3 pages)View decision -
Decision Reference DRN-5682810
17 Oct 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5682810 The complaint Mr S complains that the use of his credit card held with Barclays Bank UK PLC trading as Tesco Bank (“Tesco Bank”) was restricted when he tried to make several transactions with it. What happened Mr S held a credit card account with Tesco Bank. In December 202... (2 pages)View decision -
Decision Reference DRN-5872547
17 Oct 2025 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-5872547 The complaint Mrs J complains about a car she acquired through a finance agreement with Link Financial Outsourcing Limited trading as Asset Link Capital (No.10) (‘Link Financial’). Mrs J is represented in this complaint but for ease of reference I have referred to Mrs J thro... (3 pages)View decision -
Decision Reference DRN-5889310
17 Oct 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5889310 The complaint Mrs C complaints that NewDay Ltd trading as John Lewis Partnership Credit Card declined claim under Section 75 of the Consumer Credit Act 1974 (‘Section 75’). What happened Mrs C engaged a contractor (‘X’) to carry out various plumbing and heating work on her h... (4 pages)View decision -
Decision Reference DRN-5509878
17 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5509878 The complaint and background Mr M complains Bank of Scotland plc trading as Halifax won’t reimburse money that was lost from his account after his cousin fell victim to a scam. Mr M has appointed his cousin Miss A as representative to this complaint. The detailed backgroun... (2 pages)View decision