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 162956 results
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Decision Reference DRN-5624931
13 Jun 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5624931 The complaint Mr C and Ms B’s complaint relates to a loan they had with Shawbrook Bank Limited, which financed the purchase of a timeshare product from a timeshare provider (the “Supplier”). Mr C and Ms B complain Shawbrook has failed to accept responsibility for the mis-sal... (6 pages)View decision -
Decision Reference DRN-5191833
13 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5191833 The complaint Miss K is unhappy Revolut Ltd didn’t refund payments she made as part of a scam. What happened In early 2024 Miss K came across an advert on social media for a job. She contacted the person who posted it and was given details for the ‘HR department’ at a compan... (4 pages)View decision -
Decision Reference DRN-5306068
13 Jun 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5306068 The complaint Mr M is unhappy that a car supplied to him under a conditional sale agreement with Moneybarn No. 1 Limited (“Moneybarn”) was of an unsatisfactory quality. When I refer to what Mr M has said and what Moneybarn has said, it should also be taken to include things... (4 pages)View decision -
Decision Reference DRN-5110779
13 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5110779 The complaint Mr C complains Barclays Bank UK PLC (“Barclays”): Carried out a Know-Your-Customer (“KYC”) review on his account based on funds he had received from Barclays as part of a previous scam claim The KYC review was erroneously and unfairly initiated due to Barcl... (8 pages)View decision -
Decision Reference DRN-5617258
13 Jun 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5617258 The complaint Mr K complains about the quality of the car supplied to him by Motability Operations Limited (“MO”). What happened The facts of this case are broadly agreed upon by both parties now, but I will outline the basics again. Mr K took out a hire agreement with MO in... (3 pages)View decision -
Decision Reference DRN-5173160
13 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5173160 Complaint Ms J is unhappy that National Westminster Bank Public Limited Company (“NatWest”) didn’t reimburse her after she reported falling victim to a scam. Background In 2022, Ms J began communicating with a man she met on an online dating website. After exchanging message... (3 pages)View decision -
Decision Reference DRN-5302086
13 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5302086 The complaint Business F complains Santander UK Plc unfairly requested information regarding its account, and closed it without reason. Business F is represented by Mr F. What happened The facts of the complaint are well known to both parties, so I will only provide a summ... (3 pages)View decision -
Decision Reference DRN-5243832
13 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5243832 The complaint Mr T complains that Revolut Ltd (“Revolut”) hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr T has explained that between Sep... (2 pages)View decision -
Decision Reference DRN-5514660
13 Jun 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5514660 The complaint Mrs T complains that NewDay Ltd, trading as Marbles, irresponsibly provided her with a credit card. Mrs T is supported in bringing this complaint by a representative. But, for ease, I’ll refer to actions and submissions as being those of Mrs T herself. What h... (3 pages)View decision -
Decision Reference DRN-5608668
13 Jun 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5608668 The complaint Mr and Mrs P are unhappy Bank of Scotland plc trading as Halifax returned their cheque as unpaid. They also complain about the service they received and how Halifax’s actions have affected their reputations and caused them considerable distress and inconvenienc... (3 pages)View decision
