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-5809135
10 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5809135 The complaint Mr M has complained that Santander UK Plc won’t refund the money he says he lost in an investment scam. What happened In late 2023, Mr M made a card payment of under £800 to a merchant. In early 2024, Mr M reported the payment to Santander. He explained the pay... (3 pages)View decision -
Decision Reference DRN-5624250
10 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5624250 The complaint Mr L complains that Barclays Bank UK PLC (‘Barclays’) won’t refund the money he lost to an investment scam. What happened The background is known to both parties. I won’t repeat all the details here. In summary, Mr L says that a representative of a company (I’l... (3 pages)View decision -
Decision Reference DRN-5497124
10 Sep 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5497124 The complaint Ms H complains that the motorbike she acquired through Close Brothers Limited, trading as Close Brothers Motor Finance (“CBMF”) wasn’t of satisfactory quality. She wants CBMF to resolve things by repairing the motorbike to a standard that makes it fit for purpo... (4 pages)View decision -
Decision Reference DRN-5622636
10 Sep 2025 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-5622636 The complaint Mrs T complains the amount Link Financial Outsourcing Limited (Link) are pursuing her for is incorrect. What happened Mrs T took a loan in March 2020 with a lender I’ll refer to as B. The loan was for £4,200 and the interest added to this was £6,891.43 bringing... (2 pages)View decision -
Decision Reference DRN-5804777
10 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5804777 The complaint Miss O complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin”) was not helpful or supportive when she sought to obtain a refund for a disputed transaction. What happened Miss O paid for an intensive driving course which she believes did not delive... (3 pages)View decision -
Decision Reference DRN-5669191
10 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5669191 THE COMPLAINT Mr B complains Revolut Ltd (“Revolut) will not reimburse him money he says he lost when he fell victim to a scam. Mr B is represented by CEL Solicitors (“CEL”) in this matter. However, where appropriate, I will refer to Mr B solely in this decision for ease o... (4 pages)View decision -
Decision Reference DRN-5488280
10 Sep 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5488280 The complaint Ms G complains that a car supplied to her under a finance agreement with Specialist Motor Finance Limited was of unsatisfactory quality. What happened In August 2022 Ms G acquired a used car financed by a hire purchase agreement. The cash price for the vehicle ... (6 pages)View decision -
Decision Reference DRN-5355267
10 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5355267 The complaint Mr D complains that Monzo Bank Ltd won’t refund payments he made as a result of a scam. What happened In summary, Mr D was the victim of an investment scam, where he was duped by fraudsters into sending several payments between July and September 2024 from his ... (3 pages)View decision -
Decision Reference DRN-5784594
10 Sep 2025 Bank of Ireland (UK) Plc UpheldBanking and PaymentsDRN-5784594 The complaint Mr and Mrs H have complained about Bank of Ireland (UK) Plc’s (“Post Office Money”) handling of an unsuccessful savings account application. What happened Mr and Mrs H applied to open a savings account with Post Office Money and enclosed a cheque for £300,000 w... (3 pages)View decision -
Decision Reference DRN-5669189
10 Sep 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5669189 THE COMPLAINT Mr B complains the Royal Bank of Scotland Plc (“RBS”) will not reimburse him money he says he lost when he fell victim to a scam. Mr B is represented by CEL Solicitors (“CEL”) in this matter. However, where appropriate, I will refer to Mr B solely in this dec... (5 pages)View decision