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 381195 results
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Decision Reference DRN-5826355
19 Sep 2025 FCE Bank Plc Not upheldConsumer CreditDRN-5826355 The complaint With the help of a professional representative (PR), Mr A complains that FCE Bank Plc trading as Ford Credit lent to him irresponsibly. For ease, I’ll refer to the actions of the PR as being those of Mr A. What happened On 29 June 2019, Mr A entered into a Hire... (3 pages)View decision -
Decision Reference DRN-5378466
19 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5378466 The complaint X complains NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) won’t refund the full amount of money he lost to a scam. What happened X made several payments to what he thought was a legitimate investment, after meeting someone on an online website. X... (2 pages)View decision -
Decision Reference DRN-5345255
19 Sep 2025 MBNA Limited Not upheldConsumer CreditDRN-5345255 The complaint Mr A has complained that MBNA Limited (MBNA) is holding him liable for a loan that he did not consent to. What happened Mr A states he did not take a loan with MBNA and that he is a victim of identity theft. A loan was applied for online with MBNA for £15,000... (4 pages)View decision -
Decision Reference DRN-5664417
19 Sep 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5664417 The complaint Mr S complains that Santander UK Plc rejected his claim under section 75 Consumer Credit Act 1974 (“s.75”). What happened In July 2024 Mr S bought a car online. It cost £15,695 and he paid for part of the cost with his Santander credit card. The car had covered... (3 pages)View decision -
Decision Reference DRN-5352890
19 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5352890 The complaint Miss O complains NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) won’t refund the full amount of money she lost to a scam. What happened Miss O made several payments to what she thought was a legitimate task-based job. When Miss O realised she had ... (2 pages)View decision -
Decision Reference DRN-5371314
19 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5371314 The complaint Ms K complains that Revolut Ltd won’t refund money she lost when she was the victim of an investment scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. In 2024 Ms K fell victim to a... (5 pages)View decision -
Decision Reference DRN-5673817
19 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5673817 The complaint Miss M complains that HSBC UK Bank Plc trading as first direct has removed the Text Message Banking (TMB) service. What happened Miss M explains that she relied on TMB to check payments in and out of her account each morning. She says that she has no ‘risk appe... (3 pages)View decision -
Decision Reference DRN-5619949
19 Sep 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-5619949 The complaint Mr G says Loans 2 Go Limited (‘Loans 2 Go’) irresponsibly lent to him. What happened Mr G applied for and was accepted for a loan with Loans 2 Go in January 2024. The amount borrowed was £1,000 and it was repayable over 18 months. The monthly repayments were £... (3 pages)View decision -
Decision Reference DRN-5362660
19 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5362660 The complaint Mr M complains that Nationwide Building Society won’t reimburse him funds he lost after he was a victim of fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. Due to the passage of ti... (3 pages)View decision -
Decision Reference DRN-5827585
19 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5827585 The complaint Ms G, who is represented, complains that Barclays Bank UK PLC won’t reimburse her a loss she suffered after she says she was victim to fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly bel... (3 pages)View decision
