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 171073 results
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Decision Reference DRN-5798634
4 Sep 2025 Loans 2 Go Limited UpheldConsumer CreditDRN-5798634 The complaint Miss N complains that Loans 2 Go Limited acted irresponsibly as the loans she took out were unaffordable. What happened Loan 1 Miss N took out a loan with Loans 2 Go for £1,000 on 1 November 2022. The total amount to be repaid was £3,700.08 through 18 instalme... (6 pages)View decision -
Decision Reference DRN-5659773
4 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5659773 The complaint Mr N complains American Express Services Europe Limited (“Amex”), has acted unfairly by not refunding a payment he made using his credit card. What happened In November 2024, Mr N purchased shower panels and trim from a company I’ll refer to as E. He paid £186... (4 pages)View decision -
Decision Reference DRN-5560074
4 Sep 2025 OneSavings Bank Plc Not upheldMortgagesDRN-5560074 The complaint Mr and Mrs L complain that OneSavings Bank Plc trading as Kent Reliance unfairly declined their mortgage application. What happened In February 2024, Mr and Mrs L applied for a mortgage with Kent Reliance through a mortgage broker. But Kent Reliance declined th... (3 pages)View decision -
Decision Reference DRN-5465250
4 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5465250 The complaint Mrs N complains Starling Bank Limited unfairly blocked and closed her account and wrongly applied a Credit Industry Fraud Avoidance System (‘CIFAS’- the UK’s fraud alert service) marker against her name. What happened The detailed background to this complaint ... (4 pages)View decision -
Decision Reference DRN-5794864
4 Sep 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5794864 The complaint Mr M complains that Starling Bank Limited unfairly declined his application for a savings account. What happened Mr M already held accounts with Starling that he says we were well-managed and never overdrawn. Due to Starling’s decision to stop interest being ea... (2 pages)View decision -
Decision Reference DRN-5223426
4 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5223426 The complaint Mr C complains that Revolut Ltd (“Revolut”) won’t reimburse losses he incurred as the result of 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, I understand it to be as f... (4 pages)View decision -
Decision Reference DRN-5775487
4 Sep 2025 Ald Automotive Limited UpheldConsumer CreditDRN-5775487 The complaint Ms R is unhappy that a car supplied to her under a hire agreement with Ald Automotive Limited (ALD) was of unsatisfactory quality. When I refer to what Ms R or ALD have said or done, it should also be taken to include things said or done on their behalf. What ... (6 pages)View decision -
Decision Reference DRN-5798457
4 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5798457 The complaint Mr S complains about the way in which Barclays Bank UK PLC handled his claim for a refund when accommodation he booked was not of a satisfactory standard. He paid for the accommodation with his Barclaycard. What happened In May 2024 Mr S booked two rooms in a g... (5 pages)View decision -
Decision Reference DRN-5430114
4 Sep 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5430114 The complaint Mr S complains that Creation Consumer Finance Ltd lent to him irresponsibly when they provided him with a credit account. What happened In April 2022, Mr S was provided with a credit account by Creation, to purchase some goods. In late 2024, Mr S complained. ... (3 pages)View decision -
Decision Reference DRN-5795091
4 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5795091 The complaint Mr S has complained about Revolut Ltd not refunding several payments he says he made and lost to an authorised push payment (APP) impersonation scam. What happened On 18 August 2025, I issued my provisional decision on this complaint. I wanted to give both par... (6 pages)View decision
