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 400694 results
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Decision Reference DRN-5816209
15 Sep 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5816209 The complaint Mr S and Mrs S are unhappy with Bank of Scotland plc, trading as Halifax’s (‘Halifax’) handling of two chargebacks which were raised through their respective debit cards from their joint bank account. Mr S has handled this matter on behalf of himself and Mrs S... (7 pages)View decision -
Decision Reference DRN-5471638
15 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5471638 The complaint Mr A complains that Revolut Ltd (‘Revolut’) won’t reimburse the funds he lost when he fell victim to a scam. What happened Mr A says that he wanted to help his brother and a friend to obtain a certificate of sponsorship to work in the UK. He was introduced to a... (3 pages)View decision -
Decision Reference DRN-5707755
15 Sep 2025 Go Car Credit Limited Not upheldConsumer CreditDRN-5707755 The complaint With the help of a professional representative (PR), Mrs L and Mr S complain that Go Car Credit Limited lent to them irresponsibly. For ease, I’ll refer to the actions of the PR as being those of Mrs L and Mr S. What happened Mrs L and Mr S entered into a hire ... (3 pages)View decision -
Decision Reference DRN-5816215
15 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5816215 The complaint Mr P is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr P fell victim to a cruel purchase scam. After seeing an advert on social media, he agreed to pu... (4 pages)View decision -
Decision Reference DRN-5575052
15 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5575052 The complaint Mr C complains that Santander UK Plc (‘Santander’) won’t refund the money he says was lost as the result of a scam. What happened The background to this complaint isn’t in dispute, so I won’t go into detail. But, in summary, this is my understanding of the com... (3 pages)View decision -
Decision Reference DRN-5756558
15 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5756558 Complaint Miss P has complained about the overdraft charges HSBC UK Bank Plc (trading as “HSBC”) applied to her current account. She’s effectively said that she shouldn’t have been provided with an overdraft and therefore the charges applied to her account were unfair as the... (5 pages)View decision -
Decision Reference DRN-5703307
15 Sep 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5703307 Complaint Mr B has complained about a credit card Capital One (Europe) plc (“Capital One”) provided to him. He says the credit card was irresponsibly provided to him as it was unaffordable. Background Capital One provided Mr B with a credit card with an initial limit of £20... (3 pages)View decision -
Decision Reference DRN-5558027
15 Sep 2025 Bamboo Limited Not upheldConsumer CreditDRN-5558027 Complaint Mr A has complained about a loan Bamboo Limited (trading as “Bamboo”) provided to him. He says that the repayments to the loan were not affordable and so it shouldn’t have been provided to him. Background Bamboo provided Mr A with a loan for £5,000.00 in April 202... (3 pages)View decision -
Decision Reference DRN-5472555
15 Sep 2025 Plata Finance Limited Not upheldConsumer CreditDRN-5472555 Complaint Mrs B has complained about two loans which Plata Finance Limited (“Plata”) became responsible for. She says that these loans were unaffordable and so shouldn’t have been provided to her. Background Plata provided Mrs B with a first loan for £1,000.00 in November 2... (3 pages)View decision -
Decision Reference DRN-5780148
15 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5780148 Complaint Mr B has complained about the overdraft charges National Westminster Bank Public Limited Company (“NatWest”) applied to his account. Mr B is being represented, by the (“representative”), in his complaint. Background Mr B successfully applied for an overdraft with... (5 pages)View decision