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 375426 results
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Decision Reference DRN-5625531
23 Jul 2025 Clydesdale Bank Plc UpheldMortgagesDRN-5625531 The complaint Ms L’s complaint is about a mortgage she and her ex-husband have with Clydesdale Bank Plc trading as Virgin Money. Ms L doesn’t believe that she has been treated fairly following an interest rate product ending at the beginning of 2024 as she considers that Vir... (5 pages)View decision -
Decision Reference DRN-5246758
23 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5246758 The complaint Mr B complains Revolut Ltd won’t reimburse over £8,000 that he lost when he fell victim to a cryptocurrency investment scam. What happened The detailed background to this complaint is well known to both parties and has been previously set out by the investigat... (4 pages)View decision -
Decision Reference DRN-5709438
23 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5709438 The complaint Mr O complains that Revolut Ltd (“Revolut”) won’t refund payments he made as part of 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, I understand it to be as follows. I... (4 pages)View decision -
Decision Reference DRN-5237368
23 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5237368 The complaint This complaint has been brought by a limited company I’ll refer to as “P”. The complaint is about Lloyds Bank PLC (‘Lloyds’) declining to reimburse £75,000 it says was lost to an investment scam. Mr G, who is the director of P, brings the complaint on P’s beha... (3 pages)View decision -
Decision Reference DRN-5614639
23 Jul 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5614639 The complaint X has complained about the quality of a car provided on finance by BMW Financial Services (GB) Limited trading as Alphera Financial Services (“Alphera”). What happened Alphera supplied X with a used car on a hire purchase agreement in June 2022. The cash price... (14 pages)View decision -
Decision Reference DRN-4819374
23 Jul 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-4819374 The complaint Mr A complains that Starling Bank Limited (‘Starling’) has declined to refund payments he made as part of a scam. What happened In January 2024, Mr A made a booking with a travel agent. Later, Mr A wanted to discuss the booking as he hadn’t received any confir... (5 pages)View decision -
Decision Reference DRN-5692776
23 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5692776 The complaint Mr B says NewDay Ltd trading as Aqua (‘NewDay’), irresponsibly lent to him. He says it didn’t take reasonable steps to ensure he could afford the repayments towards a credit card. He says that this has caused him some financial problems over the time he has use... (4 pages)View decision -
Decision Reference DRN-5374106
23 Jul 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5374106 The complaint Mr and Mrs G’s complaint is about a mortgage they have with Bank of Scotland plc trading as Halifax. They have told us they think the charges applied to their mortgage when they were having financial difficulties were excessive and they are unhappy that interes... (3 pages)View decision -
Decision Reference DRN-5308109
22 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5308109 The complaint Mr S has complained that Barclays Bank UK PLC won’t refund the money he lost after falling victim to a scam. What happened In 2021, Mr S’s colleague introduced him to a cryptocurrency investment scheme, where a broker would supposedly run the trading account fo... (3 pages)View decision -
Decision Reference DRN-5692887
22 Jul 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5692887 The complaint Mr G is unhappy that a car supplied to him under a conditional sale agreement with Moneybarn No. 1 Limited trading as Moneybarn (Moneybarn) was of an unsatisfactory quality. What happened In October 2021 Mr G was supplied with a used car through a conditional s... (5 pages)View decision
