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-5568985
22 Aug 2025 Bamboo Limited Not upheldConsumer CreditDRN-5568985 The complaint Mr E, who is represented by a third party, says Bamboo Limited (“Bamboo”) irresponsibly lent to him. What happened his complaint is about three loans that were each taken out by way of fixed sum loan agreements. For the first loan, for consolidation, Bamboo le... (3 pages)View decision -
Decision Reference DRN-5531330
22 Aug 2025 ReAssure Limited UpheldInsuranceDRN-5531330 The complaint Mr W complains ReAssure Limited mis-sold him an income protection policy. What happened Your text here What I’ve decided – and why I’ve considered all the available evidence and arguments to decide what’s fair and reasonable in the circumstances of this complai... (2 pages)View decision -
Decision Reference DRN-5266232
22 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5266232 The complaint Mr and Mrs O complain about Santander UK Plc. They are unhappy that Santander allowed them to send over £50,000 from their account with Santander to a cryptocurrency provider – B. They say that Santander should have intervened in the payments that were made a... (2 pages)View decision -
Decision Reference DRN-5537657
22 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5537657 The complaint Mr L complains about Bank of Scotland plc trading as Halifax. He says that he fell victim to a scam in January 2024 and would like Halifax to refund him the money he has lost. What happened Mr L had been told by a contact that he would be able to purchase two... (3 pages)View decision -
Decision Reference DRN-5657418
22 Aug 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5657418 The complaint Mrs A complains about the quality of a car that was supplied through a hire purchase agreement with BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (Alphera). What happened In October 2023, Mrs A acquired a used car using a hire purcha... (5 pages)View decision -
Decision Reference DRN-5749517
22 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5749517 The complaint Ms S has complained about Revolut Ltd not refunding several payments she says she made and lost to a scam. What happened The background to this complaint is well known to both parties, and is not in dispute, so I won’t repeat it in detail here. In summary, Ms ... (5 pages)View decision -
Decision Reference DRN-5650817
22 Aug 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5650817 The complaint Mr S complains that Tesco Personal Finance Limited trading as Tesco Bank (Tesco) blocked online transactions he was attempting to make. What happened Mr S said that when he was attempting to make a payment using his credit card, he’d be prompted to log in to th... (2 pages)View decision -
Decision Reference DRN-5762680
22 Aug 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5762680 The complaint Mrs J complains that Shawbrook Bank Limited (“Shawbrook”) didn’t treat her fairly in relation to a claim she made under Section 75 of the Consumer Credit Act 1974 (“CCA”), lent to her irresponsibly, and participated in an unfair credit relationship with her wit... (2 pages)View decision -
Decision Reference DRN-5322150
22 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5322150 The complaint Miss P and Mr S complain that Monzo Bank Ltd has declined to reimburse a payment made as part of a scam. What happened In February 2024, Miss P was contacted by a scammer impersonating Monzo who persuaded her there was fraudulent activity on the account. After ... (3 pages)View decision -
Decision Reference DRN-5627394
22 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5627394 The complaint and background Mr W complains Revolut Ltd won’t reimburse money he lost when he fell victim to an investment scam. Mr W is professionally represented, however, to keep things simple, I’ll refer to Mr W throughout my decision. Mr W paid over £130,000 between F... (3 pages)View decision