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-5883130
16 Oct 2025 Mortgage Advice Bureau Limited Not upheldMortgagesDRN-5883130 The complaint Mr C and Mrs W’s complaint is about the service they received from a mortgage broker that represented Mortgage Advice Bureau Limited (MAB) in 2023 and 2024. They have said they were misled into believing that they had a mortgage offer in place, which was not th... (5 pages)View decision -
Decision Reference DRN-5571182
16 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5571182 The complaint Miss B complains that Revolut Ltd won’t refund money she lost when she was a victim of a job 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 2025 Miss B fell victim to a job s... (4 pages)View decision -
Decision Reference DRN-5864990
16 Oct 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5864990 The complaint Mr B complains about how The Royal Bank of Scotland Plc (RBS) handled his accounts following his bankruptcy. What happened In January 2025, Mr B entered into bankruptcy. As a result, RBS were notified as he had a current account and credit card account with it... (2 pages)View decision -
Decision Reference DRN-5540167
16 Oct 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5540167 The complaint Mr O complains about how Bank of Scotland Plc trading as Halifax has administered his mortgage when he was in arrears. What happened Mr O has an interest only mortgage with Halifax. Mr O had a fixed interest rate of 2.18% fixed until 31 January 2025. The mortga... (7 pages)View decision -
Decision Reference DRN-5860113
16 Oct 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5860113 The complaint Mr T complains that HSBC UK Bank Plc declined his disputed transaction claim. What happened Mr T booked a stay at a hotel and paid using his HSBC credit card. The cost of the hotel was 3300 Euros. When Mr T arrives at the hotel, he discovered that the air condi... (3 pages)View decision -
Decision Reference DRN-5772855
16 Oct 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5772855 The complaint Mr R complains NewDay Ltd irresponsibly provided him with a credit card. What happened NewDay provided Mr R with a credit card under its Marbles brand in April 2024. The original limit provided was for £1,200 which was increased to £1,700 in July 2024. Mr R co... (5 pages)View decision -
Decision Reference DRN-5802314
16 Oct 2025 Salary Finance Loans Limited Not upheldConsumer CreditDRN-5802314 The complaint Mr E complains that Salary Finance Loans Limited unfairly recorded adverse information against his credit file following a repayment arrangement he made. What happened Mr E holds a personal loan account with Salary Finance. The loan was for £3,500 repayable ov... (5 pages)View decision -
Decision Reference DRN-5886590
16 Oct 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5886590 The complaint Mr M complains about the way Starling Bank Limited handled a claim he made in respect of a transaction made with his debit card. What happened Mr M purchased an item for £50 from a private online seller. He says the seller didn’t provide him with the goods he ... (5 pages)View decision -
Decision Reference DRN-5822341
16 Oct 2025 Sytner Limited Not upheldConsumer CreditDRN-5822341 The complaint Mr M complains that a finance agreement with Sytner Limited trading as Sytner Coventry (‘Sytner’) was mis-sold to him. Mr M is represented in this complaint but for ease of reference I will refer to Mr M throughout. What happened The parties are familiar with t... (2 pages)View decision -
Decision Reference DRN-5301689
16 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5301689 The complaint Mr O complains that Revolut Ltd won’t refund money he lost when he was a victim of a crypto investment scam. Mr O is represented by a firm I’ll refer to as ‘W’. What happened The background to this complaint is well known to both parties and so I’ll only refer ... (4 pages)View decision