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-5172099
5 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5172099 The complaint X complains that Barclays Bank UK PLC won’t refund several payments he says he made and lost to 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 and based on the submissio... (3 pages)View decision -
Decision Reference DRN-5373900
5 Mar 2025 Advantage Finance Ltd UpheldConsumer CreditDRN-5373900 The complaint Mr Z complains about the quality of a car supplied on finance by Advantage Finance Ltd (‘AF’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes w... (10 pages)View decision -
Decision Reference DRN-5369618
5 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5369618 The complaint Mr C complains that Revolut Ltd won’t refund payments he made as a result of a scam. What happened Mr C was the victim of an investment scam, involving the following payments from his Revolut account: Payment number Date Description Amount 1 17 August 2022 Card... (8 pages)View decision -
Decision Reference DRN-4870013
5 Mar 2025 Hyundai Capital UK Limited UpheldConsumer CreditDRN-4870013 The complaint Mr H believes Hyundai Capital UK Limited trading as Hyundai Finance (“Hyundai”) wrongfully applied their own terms and conditions when they thought he had breached an agreement he held with them. What happened In May 2021, Mr H acquired a used car using a cond... (4 pages)View decision -
Decision Reference DRN-5103038
5 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5103038 The complaint Miss L is unhappy that Santander UK Plc (“Santander”) couldn’t help when she asked them for help to recover money she’d paid for a service. What happened The parties are familiar with the background of this complaint so I will only summarise what happened brie... (3 pages)View decision -
Decision Reference DRN-4883324
5 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-4883324 The complaint Mr Y complains Nationwide Building Society unfairly closed his accounts. What happened The facts of the complaint are well known to both parties, so I will only provide a summary of the key points. Mr Y held a flex account and savings accounts with Nationwide... (3 pages)View decision -
Decision Reference DRN-5272636
5 Mar 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5272636 The complaint Miss M complains that NewDay Ltd trading as Aqua irresponsibly lent her money on a credit card. What happened In March 2019, Miss M applied for a card with Aqua, and was offered an initial credit limit of £450. Aqua subsequently increased the credit limit on th... (3 pages)View decision -
Decision Reference DRN-5226434
5 Mar 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5226434 The complaint Mr G complains that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance irresponsibly lent him a personal loan. He says it failed to conduct a thorough affordability check before agreeing to lend. What happened Mr G took out the following loans with... (2 pages)View decision -
Decision Reference DRN-5036798
5 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5036798 The complaint Mr S is unhappy Revolut Ltd won’t refund transactions on his account which he says he didn’t authorise. What happened On moving money from his bank account elsewhere to his Revolut account on 30 July 2024 Mr S noticed a number of transactions which were made w... (3 pages)View decision -
Decision Reference DRN-5274046
5 Mar 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-5274046 The complaint Mr D complains about how Healthcare Finance Limited (‘HFL’) responded to a claim he made to it in respect of dental treatment he paid for using the fixed sum loan it provided. What happened The parties are familiar with the background details of this complaint ... (5 pages)View decision
