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-5722981
2 Sep 2025 United Trust Bank Limited Not upheldMortgagesDRN-5722981 The complaint Miss R complains about the additional interest and fees that United Trust Bank Limited applied to her mortgage account. What happened Miss R took out a mortgage with UTB in early 2021 for £32,990.00 repayable over 30 years. In November 2024 Miss R got a redemp... (3 pages)View decision -
Decision Reference DRN-5791899
2 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5791899 The complaint Mr C complains Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the details here. Mr C said he was looking for work w... (5 pages)View decision -
Decision Reference DRN-5707736
2 Sep 2025 Volvo Car UK Limited Not upheldConsumer CreditDRN-5707736 The complaint Mr I complains that the correct Vehicle Exercise Duty (VED) was not incorporated into the order for a car he was financing through an agreement brokered by Volvo Car UK Limited (Volvo). What happened The detailed background to this complaint is well known to bo... (2 pages)View decision -
Decision Reference DRN-5771290
2 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5771290 The complaint Mr W complains about unrecognised payments from his Santander UK Plc account. What happened Mr W deposited £85,000 into his account in November 2017. He says the funds were from the sale of a property. Around September 2023, following receipt of his account sta... (3 pages)View decision -
Decision Reference DRN-5782345
2 Sep 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5782345 The complaint Mr G’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (‘the Lender’), acted unfairly and unreasonably by (1) Being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974... (3 pages)View decision -
Decision Reference DRN-5776985
2 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5776985 The complaint Mr M is unhappy that Clydesdale Bank Plc trading as Virgin Money (‘Virgin’) provided incorrect information relating to a missed credit card payment. What happened Mr M had a credit card account with Virgin with a £2,000 credit limit. His statement dated 3 Nove... (2 pages)View decision -
Decision Reference DRN-5453608
2 Sep 2025 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5453608 The complaint Mrs M complains that Evergreen Finance London Limited, trading as MoneyBoat.co.uk, (“Evergreen”) lent to her irresponsibly and without carrying out proper affordability checks. What happened Between January 2020 and April 2021, Evergreen approved four instalmen... (3 pages)View decision -
Decision Reference DRN-5322729
2 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5322729 The complaint Mrs R complains that Lloyds Bank PLC (“Lloyds”) won’t reimburse payments she made as part 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 fol... (3 pages)View decision -
Decision Reference DRN-5238955
2 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5238955 The complaint Mr U complains that Santander UK Plc (“Santander”) didn’t refund him the money he lost, to what he believed to be an Authorised Push Payment (“APP”) investment scam. In bringing his complaint to this service Mr U is represented, but for ease of reading I will ... (3 pages)View decision -
Decision Reference DRN-5780408
2 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5780408 The complaint Mr S complains that Revolut Ltd won’t refund money he says he lost when he was the victim of an investment scam. Mr S is represented by a firm I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll only re... (3 pages)View decision
