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 400695 results
-
Decision Reference DRN-5551746
5 Nov 2025 Wirex Limited UpheldBanking and PaymentsDRN-5551746 The complaint Miss G is unhappy Wirex Limited won’t refund transactions she made as part of a scam. What happened In August 2023 Miss G was sent a link by a friend, which had a video about an investment opportunity through a company I’ll call “Q”. The investment had a celebr... (4 pages)View decision -
Decision Reference DRN-5842927
5 Nov 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5842927 The complaint Mrs O complains PayPal UK Ltd won’t refund her for buyer protection claims she made. What happened Mrs O bought some items and raised two buyer protection claims, and PayPal refused to refund her. Mrs O complained to PayPal, and it said Mrs O had cancelled on... (2 pages)View decision -
Decision Reference DRN-5890443
5 Nov 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5890443 The complaint Mr A complains about Bank of Scotland plc trading as Halifax (Halifax) when he requested a banker’s draft to be sent to him. What happened What happened within this complaint is well known to both parties so I will aim to provide a brief summary. In December 2... (4 pages)View decision -
Decision Reference DRN-5584153
5 Nov 2025 Black Horse Limited Not upheldConsumer CreditDRN-5584153 The complaint Mr B complains that Black Horse Limited trading as Jaguar Financial Services (“Black Horse”) mis-sold a finance agreement and required him to pay the outstanding balance after his car was written off. What happened In October 2022 Mr B purchased a new car at a ... (3 pages)View decision -
Decision Reference DRN-5033676
5 Nov 2025 ClearBank Limited UpheldBanking and PaymentsDRN-5033676 The complaint M complains that ClearBank Ltd won’t refund the full amount of money it lost to a scam. What happened M sent several payments to what turned out to be a safe account scam. M thought ClearBank should have done more to protect its money, so it logged a complaint ... (4 pages)View decision -
Decision Reference DRN-5923330
5 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5923330 The complaint Miss T complains that Revolut Ltd won’t refund money she lost when she was the victim of an investment 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 2024 Miss T fell victim ... (3 pages)View decision -
Decision Reference DRN-5823814
5 Nov 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5823814 The complaint Miss S complains NewDay Ltd trading as John Lewis Partnership (NewDay) shouldn’t have approved a credit card account for her. What happened Miss S says NewDay approved a credit card account for her in November 2022 with a limit of £700 at a time when she was ha... (3 pages)View decision -
Decision Reference DRN-5907121
5 Nov 2025 ONMO Limited Not upheldBanking and PaymentsDRN-5907121 The complaint Mr E complains about interest charged by ONMO Limited (ONMO) and the available balance on his credit card account. What happened In February 2025 Mr E complained to ONMO about his available balance fluctuating without justification, and interest charges on his... (3 pages)View decision -
Decision Reference DRN-5665379
5 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5665379 The complaint Miss D is unhappy that Barclays declined to refund the money she lost to an investment opportunity she now believes was a scam. What happened Miss D came across a company (run by an individual I will refer to as T in this decision) through friends who had inve... (3 pages)View decision -
Decision Reference DRN-5925002
5 Nov 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5925002 The complaint Mr W and Ms X complain that Bank of Scotland trading as Halifax won’t refund the full amount of money they lost to a scam. Although this money was lost from a joint account, Mr W was the one scammed, so I’ll mostly be referring to him throughout this complaint.... (5 pages)View decision