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
-
Decision Reference DRN-5516588
2 Sep 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5516588 The complaint Miss P is unhappy with the quality of a car supplied by Moneybarn No. 1 Limited using a conditional sale agreement. What happened On June 2022 Miss P entered into a conditional sale agreement with Moneybarn for a used car. The car was around nine years old and... (3 pages)View decision -
Decision Reference DRN-5665966
2 Sep 2025 Propensio Finance Limited UpheldConsumer CreditDRN-5665966 The complaint Miss C complains about the outcome of a claim she made under s.75 of the Consumer Credit Act 1974 (CCA) to Propensio Finance Limited (Propensio). What happened In July 2021, Miss C purchased spray foam insulation from a company I’ll call ‘W’. Miss C paid a £100... (4 pages)View decision -
Decision Reference DRN-5695421
2 Sep 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5695421 The complaint Mrs O complains that Shop Direct Finance Company Limited, trading as very, lent to her irresponsibly when they provided her with a running credit account. What happened In December 2021, Mrs O was provided with a credit account by Shop Direct with an initial c... (3 pages)View decision -
Decision Reference DRN-5793444
2 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5793444 The complaint Mr B complains that Barclays Bank UK PLC (‘Barclays’) declined to refund him £5,250 which he lost as a result of a scam. What happened In August 2025, I wrote to both parties to outline my initial thoughts on this dispute. The following is an extract from my pr... (5 pages)View decision -
Decision Reference DRN-5459092
2 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5459092 The complaint Mrs K complains that National Westminster Bank Public Limited Company failed to treat her fairly regarding a credit card payment she made. What happened Mrs K booked a package holiday via a tour operator, which I’ll refer to as “J”, for her family. An initial ... (5 pages)View decision -
Decision Reference DRN-5156594
2 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5156594 The complaint Mr H complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to b... (4 pages)View decision -
Decision Reference DRN-5496489
2 Sep 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5496489 The complaint Mr K is unhappy TSB Bank plc blocked and then closed his account without any notice and recorded a CIFAS marker against him. What happened TSB received a report of fraud on Mr K’s account on 10 October 2024 and the account was blocked whilst TSB investigated. ... (3 pages)View decision -
Decision Reference DRN-5791857
2 Sep 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5791857 The complaint Mrs X complains that Metro Bank PLC carried out a hard search against her credit record without her consent. What happened Mrs X went into a branch of Metro in February 2025; she says just to get three months of bank statements printed out. However, she was dis... (4 pages)View decision -
Decision Reference DRN-5775751
2 Sep 2025 Handelsbanken plc UpheldBanking and PaymentsDRN-5775751 The complaint Mrs C is unhappy Handelsbanken plc delayed transferring money to an external third-party account, after her request was flagged for further security checks. Mrs C has said the delays caused her a significant amount of distress and she’s lost interest as a resul... (3 pages)View decision -
Decision Reference DRN-5790779
2 Sep 2025 GRATTAN PUBLIC LIMITED COMPANY UpheldConsumer CreditDRN-5790779 The complaint Mr R complains Grattan Public Limited Company wouldn’t accept he was the victim of fraud. He’s particularly unhappy about their customer service. What happened Mr R found out around 20 accounts had been opened in his name – and he complained to the various cred... (3 pages)View decision
