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-5598537
9 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5598537 The complaint Mr and Mrs H complain that Lloyds Bank Plc won’t refund the money they say they lost to a scam. What happened Mr and Mrs H had a leak in the roof around their chimney, and sought out a roofer to fix the issue. They found a roofing firm – which I’ll call E – on... (3 pages)View decision -
Decision Reference DRN-5680923
9 Oct 2025 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-5680923 The complaint Mr B has complained that Sainsbury's Bank Plc (“SBP”) declined his claim against it under Section 75 of the Consumer Credit Act 1974. What happened The facts of this case have been set out in detail previously and both parties are aware of them so I will ... (4 pages)View decision -
Decision Reference DRN-5705337
9 Oct 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5705337 The complaint Mrs W complains that Nationwide Building Society (“Nationwide”) won’t reimburse her after she fell victim to an authorised push payment (APP) scam. What happened In October 2019, Mrs W and her husband invested £20,000 in a company I’ll call ‘D’ who said it was... (4 pages)View decision -
Decision Reference DRN-5856804
9 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5856804 The complaint Miss P complains HSBC UK Bank PLC (“HSBC”) failed to protect her funds and refuses to refund the total amount she lost after falling victim to a romance scam. What happened I issued my provisional decision on 19 September 2025 setting out the facts of this com... (4 pages)View decision -
Decision Reference DRN-5725418
9 Oct 2025 Complete Credit Consultancy Limited Not upheldConsumer CreditDRN-5725418 The complaint Mr N complains Complete Credit Consultancy Limited trading as Zinc Credit Management (Zinc) contacted him regarding a debt and then didn’t provide documents he says they should. Mr N says Zinc also don’t have a lawful basis for processing his data. What happene... (3 pages)View decision -
Decision Reference DRN-5573794
9 Oct 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5573794 The complaint Mr O complains that Santander UK Plc (trading as Cahoot) won’t refund the money he lost when he fell victim to a scam. Mr O is represented in this complaint by a claims management company, but for simplicity I will refer to Mr O throughout this decision, even ... (6 pages)View decision -
Decision Reference DRN-5677380
9 Oct 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5677380 The complaint Miss H complains that Bank of Scotland plc trading as Halifax (Halifax) is refusing to refund her the amount she lost as the result of a scam. Miss H is being represented by a third party. To keep things simple, I will refer to Miss H throughout my decision. Wh... (4 pages)View decision -
Decision Reference DRN-5855158
9 Oct 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5855158 The complaint Mr R’s complaint is, in essence, that Mitsubishi HC Capital UK PLC, trading as Novuna Consumer Finance, (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 197... (19 pages)View decision -
Decision Reference DRN-5869058
9 Oct 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5869058 The complaint Miss F complains that Clydesdale Bank Plc trading as Virgin Money irresponsibly lent to her. What happened Miss F was approved for a Virgin Money credit card in January 2023, with a £3,700 credit limit. The credit limit was increased to £7,400 in February 2024.... (5 pages)View decision -
Decision Reference DRN-5870797
9 Oct 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5870797 The complaint Mr B complains about Lloyds Bank General Insurance Limited’s handling of his building and contents insurance claim, and the settlement it offered him. Any reference to Lloyds Bank includes the actions of its agents. What happened Mr B holds buildings and cont... (9 pages)View decision