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 370904 results
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Decision Reference DRN-5434888
28 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5434888 The complaint Miss H has complained that NewDay Ltd trading as Aqua acted irresponsibly when it gave her a credit card ending 5303 in May 2024. Miss H argues that the credit is unaffordable and that NewDay failed to take her financial circumstances into account before it off... (3 pages)View decision -
Decision Reference DRN-5424418
28 Mar 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5424418 The complaint Miss S complains that Santander UK Plc hasn’t refunded all the money she lost when she sent funds to what she now considers to have been an investment scam. What happened On 13 March 2025, I issued my provisional decision on this complaint. I wanted to give bo... (9 pages)View decision -
Decision Reference DRN-5430154
28 Mar 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5430154 The complaint Mr B and Ms W complain that Lloyds Bank PLC hasn’t refunded money they lost when they sent funds to what they now consider to have been an investment scam. What happened On 13 March 2025, I issued my provisional decision on this complaint. I wanted to give bot... (8 pages)View decision -
Decision Reference DRN-5308541
28 Mar 2025 LeasePlan UK Limited Not upheldConsumer CreditDRN-5308541 The complaint Mr V complains that charges applied by LeasePlan UK Limited (LeasePlan) at the end of his contract hire period were unfair. As were ongoing monthly charges after the initial hire term ended. He would like these refunded. What happened The details of this compl... (2 pages)View decision -
Decision Reference DRN-5399951
28 Mar 2025 HSBC UK Bank Plc Not upheldMortgagesDRN-5399951 The complaint Ms V complains that HSBC UK Bank Plc didn’t make it clear that the two-year fixed rate she applied for, was actually for 26 months. She doesn’t believe their online platform made it clear enough. She thinks that if a fixed rate is for two years – it should be f... (3 pages)View decision -
Decision Reference DRN-5256669
28 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5256669 The complaint Mr A complains about Revolut Ltd. He says that Revolut didn’t do enough when he fell victim to a scam and would like Revolut to refund him the money he has lost. What happened Mr A unfortunately fell victim to a task-based job scam where he would be required ... (3 pages)View decision -
Decision Reference DRN-5378305
28 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5378305 The complaint Mr B complains that NewDay Ltd trading as Aqua irresponsibly lent to him. Mr B is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr B himself. What ... (5 pages)View decision -
Decision Reference DRN-4922097
28 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4922097 The complaint Mr F1, represented by Mr F2, complains about Barclays Bank UK PLC’s handling of his ISA transfer, particularly in relation to its handling of Mr F1’s lasting power of attorney. What happened In December 2023 Mr F2 says he attended a meeting in a Barclays branch... (5 pages)View decision -
Decision Reference DRN-5351473
28 Mar 2025 Go Car Credit Limited Not upheldConsumer CreditDRN-5351473 The complaint Miss P complains through a representative that Go Car Credit Limited (“Go Car”) gave her a hire purchase agreement without carrying out adequate affordability checks. What happened In October 2019, Go Car provided Miss P with a hire purchase agreement for a us... (5 pages)View decision -
Decision Reference DRN-4859713
28 Mar 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-4859713 The complaint Mr B complains that a car supplied to him under a hire purchase agreement with MotoNovo Finance Limited (MotoNovo) was misrepresented to him. When I refer to what Mr B or MotoNovo have said or done, it should also be taken to include things said or done on the... (4 pages)View decision
