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 158214 results
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Decision Reference DRN-5092139
20 Dec 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-5092139 The complaint Mr and Mrs B complains that Nationwide Building Society (“Nationwide”) won’t refund the money they lost when they fell victim to a scam What happened In July 2020 Mr and Mrs B came across an opportunity to invest in a company (Buy2let/Raedex Consortium Ltd – re... (8 pages)View decision -
Decision Reference DRN-5006860
20 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5006860 The complaint Miss C complains that Santander UK Plc (“Santander”) didn’t do enough to protect her when she fell victim to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them in full here. Instead, I’ll summarise what ha... (3 pages)View decision -
Decision Reference DRN-5178739
20 Dec 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5178739 The complaint Mr M complains that a large amount of money is missing from his accounts with Clydesdale Bank Plc, trading as Virgin Money, and he wants his funds returned. What happened When Mr M escalated his complaint to our service he said: He thinks he is ‘missing £20,... (2 pages)View decision -
Decision Reference DRN-5216621
20 Dec 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5216621 The complaint Mr M complains about a hire purchase agreement he had with BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (BMWFS). He is unhappy about being incorrectly told he would be refunded his January 2024 monthly repayment when he called to t... (5 pages)View decision -
Decision Reference DRN-5185080
20 Dec 2024 Lendable Ltd Not upheldConsumer CreditDRN-5185080 Complaint Miss M has complained about a loan Lendable Ltd (“Lendable”) provided to her. She says that the loan was unaffordable given her circumstances at the time. Background Lendable provided Miss M with a loan for £4,500.00 in January 2019. It had an APR of 22.1% and a 2... (3 pages)View decision -
Decision Reference DRN-5213801
20 Dec 2024 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5213801 Complaint Mr D has complained about a credit card Vanquis Bank Limited (trading as “Vanquis”) provided to him. He says that he shouldn’t have been given the credit card or the credit limit increase and that they were irresponsibly provided to him. Background In June 2016, ... (3 pages)View decision -
Decision Reference DRN-5137755
20 Dec 2024 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5137755 Complaint Mr M has complained about a loan Oakbrook Finance Limited (trading as “Finio Loans”) provided to him. He says he shouldn’t have been lent to as he wasn’t working at the time of his application and this meant that Finio Loans shouldn’t have lent to him. Background... (4 pages)View decision -
Decision Reference DRN-5209821
20 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5209821 Complaint Mr P has complained about a credit card Barclays Bank UK PLC (trading as “Barclaycard”) provided to him. He says that the credit card was unaffordable for him. Background Barclaycard initially agreed to provide Mr P with a credit card that had an initial limit of ... (3 pages)View decision -
Decision Reference DRN-5092882
19 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5092882 The complaint Mr C complains Revolut Ltd, “Revolut”, refuses to refund him for a transaction on his account he says he didn’t authorise. What happened The facts of this case all well known to both parties, so I won’t repeat them in detail here. In summary, Mr C complained ab... (2 pages)View decision -
Decision Reference DRN-5157652
19 Dec 2024 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5157652 The complaint Miss P complains Capital One (Europe) plc (“Capital One”) refuses to refund her for transactions on her account she says she didn’t authorise. Miss P is also unhappy about the distress and inconvenience caused and the effect this has had on her credit score. Wh... (2 pages)View decision
