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 363925 results
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Decision Reference DRN-4672591
14 Mar 2025 Northern Bank Limited Not upheldBanking and PaymentsDRN-4672591 The complaint Miss Y complains Northern Bank Limited trading as Danske Bank didn’t do enough to help get a refund for transactions made on her debit card. What happened The details of this complaint are well known to both parties, so I won’t repeat them at length here. As a... (3 pages)View decision -
Decision Reference DRN-5027011
14 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5027011 The complaint Mr S complains that Revolut Ltd won’t refund money he lost when he fell victim to a cryptocurrency investment scam. Mr S is being represented by solicitors in this complaint. What happened The detailed background to this complaint is well known to the parties... (9 pages)View decision -
Decision Reference DRN-5373544
14 Mar 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5373544 The complaint Mrs and Mr G complain that Lloyds Bank PLC (“Lloyds”) won’t refund the money they lost when they fell victim to an investment scam. The investment under discussion here was made in Mrs G’s sole name. However, the payments were made from a joint account held by ... (6 pages)View decision -
Decision Reference DRN-5384234
14 Mar 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5384234 The complaint Mrs X has complained about the quality of a car provided on finance by Stellantis Financial Services UK Limited (Stellantis). What happened Stellantis supplied Mrs X with a used car on a hire purchase agreement in February 2022. The cash price of the car was a... (4 pages)View decision -
Decision Reference DRN-5124509
14 Mar 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5124509 The complaint Mr H complains about Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (‘VWFS’). He says the finance agreement he started when he acquired the car was mis-sold. Mr H says that he was told he would get free servicing and that he would... (3 pages)View decision -
Decision Reference DRN-5398237
14 Mar 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5398237 The complaint Mr O complains Bank of Scotland plc trading as Halifax provided him with an unaffordable overdraft facility. Mr O is represented by a professional representative, but for ease I’ll refer to all submissions as though they are his own. What happened Halifax prov... (5 pages)View decision -
Decision Reference DRN-4821531
14 Mar 2025 Black Horse Limited UpheldConsumer CreditDRN-4821531 The complaint Mr S complains about a car acquired through a Hire Purchase agreement with Black Horse Limited (‘Black Horse’). After Mr S had problems with the car’s battery, it was repaired, but he says the problems have returned and he now wants to reject the car. What hap... (5 pages)View decision -
Decision Reference DRN-5335297
14 Mar 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5335297 The complaint Mr M complains Starling Bank Limited didn’t do enough to help get a refund for a transaction made on his debit card. What happened The background to this complaint is well known to all parties, so I won’t repeat it at length here. As a summary, Mr M booked a h... (3 pages)View decision -
Decision Reference DRN-4964471
14 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4964471 The complaint Mr A complains that Monzo Bank Ltd won’t refund several payments he says he made and lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions ... (4 pages)View decision -
Decision Reference DRN-5196991
14 Mar 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5196991 The complaint Mr G complains that PayPal UK Ltd “PayPal” allowed him to use his account to gamble extensively without any interventions or checks. What happened Mr G says he has a gambling addiction, and this resulted in him sending nearly £52,000 from his PayPal account to... (5 pages)View decision
