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 375868 results
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Decision Reference DRN-5775723
26 Aug 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5775723 The complaint Miss N complains about a car supplied to her using a hire purchase agreement taken out with BMW Financial Services(GB) Limited trading as Alphera Financial Services (“Alphera”). What happened In June 2021, Miss N acquired a used car (“Car A”) using a hire purc... (6 pages)View decision -
Decision Reference DRN-5775513
26 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5775513 The complaint Mr L complains HSBC Bank UK plc won’t refund several transactions that debited his account which he says he did not make or authorise. Mr L is represented in this complaint by Mrs L, but I’ve referred mostly to him. What happened On 5 June 2024, while abroad,... (4 pages)View decision -
Decision Reference DRN-5640350
26 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5640350 The complaint Miss W complains that Barclays Bank UK PLC trading as Barclaycard (“Barclaycard”) mishandled her dispute about goods she had ordered online. What happened In November 2024 Miss W ordered goods online costing £263, using her Barclaycard, but when they didn’t arr... (3 pages)View decision -
Decision Reference DRN-5330626
26 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5330626 The complaint Ms S complains that Royal Bank of Scotland plc trading as Halifax (‘Halifax’) won’t reimburse the funds she lost when she fell victim to a scam. What happened The facts of this case have been set out in detail by the investigator, so I’ll only cover them brief... (4 pages)View decision -
Decision Reference DRN-5640811
26 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5640811 The complaint Mr M complains NewDay Ltd trading as Fluid (NewDay) failed to carry out sufficient financial checks before it increased his credit card account limit. What happened Mr M says NewDay increased his credit card account limit in April 2019 from £900 to £2,150, at a... (3 pages)View decision -
Decision Reference DRN-5734347
26 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldMortgagesDRN-5734347 The complaint This complaint is about a mortgage Mr L holds with National Westminster Bank Plc (NatWest). The essence of the complaint is that Mr L is unhappy with the way NatWest’s mobile app displays the transactions on his mortgage account, in particular additional paymen... (2 pages)View decision -
Decision Reference DRN-5755290
26 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldConsumer CreditDRN-5755290 The complaint Mr V complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) was irresponsible in its lending to him. He wants the loan written off and any adverse information removed from his credit file. He also wants compensation for the stress and inconve... (3 pages)View decision -
Decision Reference DRN-5775399
26 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5775399 The complaint Mr P complains that Revolut Ltd won’t refund the money he lost when he fell victim to a safe account scam. Mr P is represented in this complaint, but I’ll refer to him as it’s his complaint. What happened The detailed background to this complaint is well known... (17 pages)View decision -
Decision Reference DRN-5775367
26 Aug 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5775367 The complaint Mr P complains that HSBC UK Bank Plc won’t refund the money he lost when he fell victim to a safe account scam. Mr P is represented in this complaint, but I’ll refer to him as it’s his complaint. What happened The detailed background to this complaint is well ... (16 pages)View decision -
Decision Reference DRN-5296584
26 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5296584 The complaint Mr K complains that Barclays Bank UK PLC hasn’t refunded him payments he made to an art investment he now says was a scam. What happened In August 2022, Mr K made debit card payments to invest in art with a company I’ll call ‘S’. He purchased art with S until M... (2 pages)View decision
