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-5281865
30 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5281865 The complaint M, a limited company, has complained Revolut Ltd won’t refund them for over £45,000 worth of transactions made from their account by a fraudster. What happened Mr C is a director of M. M opened a business account with Revolut in September 2019. In March 2024 Mr... (4 pages)View decision -
Decision Reference DRN-5686331
30 Jul 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5686331 The complaint Mr and Mrs L’s complaint is about the actions of Santander UK Plc when they were the victim of a fraud. They want the money they lost refunded. Mr and Mrs L are represented by a family member but for ease of reference I have referred to Mr and Mrs L throughout... (5 pages)View decision -
Decision Reference DRN-5136524
30 Jul 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5136524 The complaint Mr S complains that Wise Payments Limited won’t refund 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 o... (5 pages)View decision -
Decision Reference DRN-5726223
30 Jul 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5726223 The complaint Mr H says Bank of Scotland plc trading as Halifax unfairly asked him to repay his mortgage when the term expired. Mr H says this is because of his age. What happened Mr H took out a mortgage with Halifax in 2004 on an interest only basis. He took out further bo... (5 pages)View decision -
Decision Reference DRN-5478439
30 Jul 2025 Tandem Motor Finance Limited Not upheldConsumer CreditDRN-5478439 The complaint Miss B complains that a car acquired under a hire purchase agreement with Tandem Motor Finance Limited (“Tandem”) wasn’t of satisfactory quality when it was supplied to her. What happened The parties are familiar with the background of this complaint so I will... (4 pages)View decision -
Decision Reference DRN-5717996
30 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5717996 The complaint Mr F complains that Monzo Bank Ltd failed in its duty to protect him when he fell victim to a scam. He said that his payments should have been detected by Monzo’s fraud detection systems as being of concern. He said that if Monzo had intervened and informed him... (5 pages)View decision -
Decision Reference DRN-5352741
30 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5352741 The complaint Mr M has complained Lloyds Bank plc won’t refund £5,705 he lost as the result of a trading scam. What happened After seeing an online social media advert in 2021 about investing along with associated testimonials, Mr M clicked to register his interest. He recei... (3 pages)View decision -
Decision Reference DRN-5682432
30 Jul 2025 Fairscore Ltd Not upheldConsumer CreditDRN-5682432 The complaint Mr G complains that Fairscore Ltd trading as Updraft (Fairscore) didn’t sufficiently check whether he could afford to sustain the repayments for two loans they’d lent to him. What happened In October 2020 Mr G entered into a Fixed Sum loan agreement with Fairsc... (4 pages)View decision -
Decision Reference DRN-5204720
30 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5204720 Complaint Mr B is unhappy that Bank of Scotland plc didn't reimburse him after he reported falling victim to a scam. Background In October 2021, Mr B was contacted by an individual claiming to be an art dealer from a company I’ll refer to as Company A. Following this in... (3 pages)View decision -
Decision Reference DRN-5610237
30 Jul 2025 Lenvi Servicing Limited UpheldMortgagesDRN-5610237 The complaint Miss H complains that Lenvi Servicing Limited has not offered her appropriate help when she experienced problems with her home and that it has provided a poor service. What happened In 2019 Miss H bought her home with the aid of a help-to-buy equity loan with t... (2 pages)View decision
