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-5038452
3 Mar 2025 PayrNet Limited Not upheldBanking and PaymentsDRN-5038452 The complaint A limited company, B, complains that PayrNet Limited (as the recipient account provider) didn’t do enough to prevent the loss it suffered when it fell victim to what is says was a scam. Mr M (B’s director) brings the complaint on its behalf and has used a repr... (3 pages)View decision -
Decision Reference DRN-5356132
3 Mar 2025 Lendable Ltd Not upheldConsumer CreditDRN-5356132 Complaint Ms J has complained about a loan Lendable Ltd (“Lendable”) provided to her. She says that Lendable didn’t do enough background investigations to ensure that the loan was affordable for her. Background Lendable provided Ms J with a loan for £7,000.00 in January 201... (3 pages)View decision -
Decision Reference DRN-5359456
3 Mar 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5359456 Complaint Mr M complains that Startline Motor Finance Limited (“SMF”) unfairly entered into a hire- purchase agreement with him. He’s said he shouldn’t have been lent to given his previous credit history. Background In September 2017, SMF provided Mr M with finance for a us... (3 pages)View decision -
Decision Reference DRN-5360725
3 Mar 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5360725 Complaint Mrs B has complained about the overdraft charges National Westminster Bank Plc (“NatWest”) applied to her current account. She’s said the charges were applied unfairly as she was allowed to use her overdraft for a prolonged period and even when it was clear that sh... (3 pages)View decision -
Decision Reference DRN-5119383
3 Mar 2025 Black Horse Limited Not upheldConsumer CreditDRN-5119383 Complaint Mr V complains that Black Horse Limited (“Black Horse”) unfairly entered into a hire- purchase agreement with him. He’s said that the finance was unaffordable which resulted in him getting behind on his priority bills and he was never able to recover financially. ... (4 pages)View decision -
Decision Reference DRN-5248577
2 Mar 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5248577 The complaint Mr H complains that Starling Bank Limited (“Starling”) failed to refund a transaction he didn’t recognise. What happened Mr H explained he was abroad and sat outside a restaurant when he noticed his phone was gone from beside him. One of his friends saw the per... (4 pages)View decision -
Decision Reference DRN-5052496
2 Mar 2025 PSI-Pay Ltd UpheldBanking and PaymentsDRN-5052496 The complaint Mrs R complains that PSI-Pay Ltd (“Pockit”) failed to refund transactions she didn’t recognise. What happened Mrs R explained that she received three payment notifications from Pockit that she didn’t recognise. These payments were for increasingly large amounts... (3 pages)View decision -
Decision Reference DRN-5242651
1 Mar 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5242651 The complaint Miss W complains that Clydesdale Bank Plc trading as Virgin Money didn’t do enough to protect her from the financial harm caused by an advance fee scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background ... (3 pages)View decision -
Decision Reference DRN-5150479
28 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5150479 The complaint Mr P complains about Revolut Ltd. He says that Revolut didn’t do enough to protect him when he fell victim to three separate scams between June and November 2023. This decision deals with the second scam. What happened Mr P came across another advert for a c... (3 pages)View decision -
Decision Reference DRN-5340985
28 Feb 2025 Lex Autolease Ltd UpheldConsumer CreditDRN-5340985 The complaint Mr P complains that a car he hired via a credit agreement with Lex Autolease Ltd isn’t fit for purpose. He wants to terminate the agreement without incurring any charges and also be compensated for having to deal with the faulty car. What happened In June 2021 ... (4 pages)View decision
