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 160340 results
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Decision Reference DRN-5297246
6 Mar 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5297246 Complaint Mr R has complained about the quality of a car that N.I.I.B Group Limited (trading as “Northridge Finance”) supplied to him through a hire-purchase agreement. Background In June 2024, Northridge Finance provided Mr R with finance for a used car. The car was just o... (5 pages)View decision -
Decision Reference DRN-4829341
6 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4829341 The complaint Miss Z is complaining that Barclays Bank UK PLC didn’t do enough to prevent her from making payments to a scam, and didn’t refund the payments she made. What happened Both parties are familiar with the circumstances of the scam, so I’ll only summarise them here... (3 pages)View decision -
Decision Reference DRN-5250840
6 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5250840 The complaint Mrs L is unhappy that she’s been the victim of fraud from an account she previously held with Nationwide. What happened In June 2022, Mrs L contacted Nationwide regarding concerns she had about her account. She told the society that she didn’t apply for the cur... (2 pages)View decision -
Decision Reference DRN-5349444
6 Mar 2025 Secure Trust Bank Plc UpheldConsumer CreditDRN-5349444 The complaint Mr K complains about the quality of a used car he acquired through a hire purchase agreement with Secure Trust Bank Plc trading as Moneyway (‘Moneyway’). Mr K says that the car wasn’t of satisfactory quality. What happened Mr K’s complaint is about the quality... (5 pages)View decision -
Decision Reference DRN-5100025
6 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5100025 The complaint Mr R complains that Revolut Ltd (“Revolut”) won’t refund the money he lost as part of a scam. What happened The background to this complaint is well known to both parties, so I’ll only refer to some key events here. In 2023, Mr R saw an advert for a company tha... (6 pages)View decision -
Decision Reference DRN-5292016
6 Mar 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5292016 Complaint Mr K has complained that National Westminster Bank Plc (“NatWest”) unfairly continued applying charges to his overdraft even when it was clear that he was in financial difficulty and failing to see a credit balance for an extended period. Background One of our inv... (4 pages)View decision -
Decision Reference DRN-5315753
6 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5315753 The complaint M, a limited company, complains that Revolut Ltd won’t refund the money it lost when it was the victim of a scam. What happened M is a limited company that manages a number of rental properties. In September 2023, it was in the process of purchasing a property... (3 pages)View decision -
Decision Reference DRN-4785169
6 Mar 2025 Santander UK Plc UpheldBanking and PaymentsDRN-4785169 The complaint Mr G complains that Santander UK Plc won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In October 2020, Mr G was looking for an investment to increase the income he was earning from his savings and came across an ... (4 pages)View decision -
Decision Reference DRN-5375567
6 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5375567 The complaint Mr C complains that Revolut Ltd won’t refund him the money he lost after he fell victim to an Authorised Push Payment (“APP”) scam. What happened I issued a provisional decision for this complaint on 19 February 2025. In it I set out the background and my prop... (6 pages)View decision -
Decision Reference DRN-5178177
5 Mar 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-5178177 The complaint Mrs B complains about Loans 2 Go Limited’s (L2G) decision to provide her with a personal loan, despite it being unaffordable. She’s also unhappy with how L2G have treated her since she told them she was in financial difficulties and says their actions amount to... (6 pages)View decision
