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 401363 results
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Decision Reference DRN-5611931
12 Dec 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5611931 The complaint Mr S complains that Wise Payments Limited didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well ... (3 pages)View decision -
Decision Reference DRN-5752518
12 Dec 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5752518 The complaint Ms N complains that Starling Bank Limited won’t refund the money she lost when she was the victim of a scam. What happened In September 2024, Ms N received a call from someone who said they worked for Starling and that her account had been compromised. She was... (3 pages)View decision -
Decision Reference DRN-5941143
12 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5941143 The complaint Mr and Mrs C’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (11 pages)View decision -
Decision Reference DRN-5721646
12 Dec 2025 Secure Trust Bank Public Limited Company Not upheldConsumer CreditDRN-5721646 The complaint Mr S, through his representative, complains that SECURE TRUST BANK PUBLIC LIMITED COMPANY trading as Moneyway (“Secure Trust”) lent to him when he could not afford it by approving a car finance agreement for him. What happened Mr S took the car finance agreemen... (3 pages)View decision -
Decision Reference DRN-5998482
12 Dec 2025 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-5998482 The complaint Mr M complains about the quality of a used car he acquired through a conditional sale agreement with Stellantis Financial Services UK Limited (‘SFSUK’). Mr M says the car had a series of faults which he’s had repaired. He would like compensation for the repairs... (4 pages)View decision -
Decision Reference DRN-6013848
12 Dec 2025 Santander UK Plc UpheldBanking and PaymentsDRN-6013848 The complaint Mr C complains that Santander UK Plc failed to protect him from a scam which resulted in him losing money. He says Santander should have identified the unusual pattern of cheque activity on his account and intervened to prevent at least some of his losses. Mr C... (4 pages)View decision -
Decision Reference DRN-5704073
12 Dec 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5704073 The complaint Mrs D has complained that MONEYBARN NO.1 LIMITED trading as Moneybarn unfairly provided her with credit for a vehicle. What happened In April 2019, Mrs D entered into a finance agreement with Moneybarn for the purchase of a car as shown below. Date Amount of ... (3 pages)View decision -
Decision Reference DRN-6015501
12 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6015501 The complaint A – a limited company – complains that Barclays Bank UK PLC (‘Barclays’) hasn’t refunded the money it believes it lost to an authorised push payment (‘APP’) investment scam. A’s director, whom I’ll refer to as ‘Mrs G’, has brought the complaint on behalf of A.... (5 pages)View decision -
Decision Reference DRN-5821427
12 Dec 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5821427 The complaint Mr S complains that HSBC UK Bank Plc won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In January 2025, Mr S came across a suitcase he was interested in buying on an online marketplace. He contacted the seller, ne... (4 pages)View decision -
Decision Reference DRN-5956409
12 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5956409 The complaint Mr S is unhappy with Revolut Ltd’s process to remove additions to the account. What happened In August 2025 Mr S received a pop up on his Revolut app which advertised a new feature called ‘wealth protection’. He said as he was unable to clear the notification,... (2 pages)View decision