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-5478343
15 Aug 2025 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5478343 The complaint Mr S complains about the quality of a car that was supplied through a hire purchase agreement with FIRST RESPONSE FINANCE LIMITED (FRF). What happened In April 2024, Mr S acquired a used car through a hire purchase agreement with FRF. The car was about five yea... (3 pages)View decision -
Decision Reference DRN-4586081
15 Aug 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-4586081 The complaint Mr and Mrs O’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (11 pages)View decision -
Decision Reference DRN-5152770
15 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5152770 The complaint and background Miss W complains that Bank of Scotland plc trading as Halifax didn’t do enough to protect her when she fell victim to a scam, and that it won’t refund the money she lost. Between October 2018 and January 2019, Miss W transferred a total of £50,00... (2 pages)View decision -
Decision Reference DRN-5758507
15 Aug 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5758507 The complaint Mr S complains about how Barclays Bank UK PLC has dealt with the situation around closing a savings account. What happened In November 2024, Mr S asked Barclays to close a savings account he held with it. He was told that the interest due on the account (£0.23p... (2 pages)View decision -
Decision Reference DRN-5051707
15 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5051707 The complaint Mr P complains, via a representative, that Revolut Ltd (“Revolut”) won’t refund the money he lost to a fake job scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In brief, Mr P fell victim... (3 pages)View decision -
Decision Reference DRN-5706440
15 Aug 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5706440 The complaint Ms S complains that NewDay Ltd trading as Fluid (NewDay) failed to refund her through its disputes process and says it sent her another customer’s information. What happened Using her credit card with NewDay Ms S made a payment to a mechanics (who I’ll call V)... (3 pages)View decision -
Decision Reference DRN-5746129
15 Aug 2025 Topaz Finance Limited UpheldMortgagesDRN-5746129 The complaint Mr B and Mrs B complain that Topaz Finance Limited trading as Rosinca Mortgages Finance Limited unfairly reported arrears for their buy to let mortgage in November 2024. Mr B has dealt with the complaint throughout. Mr B says the credit limit on his credit card... (4 pages)View decision -
Decision Reference DRN-5316451
15 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5316451 The complaint Ms P is unhappy that Barclays Bank UK Plc won’t refund payments she made because of a cryptocurrency based, investment scam. What happened In 2021, Ms P was a victim of a cryptocurrency based, investment scam which involved many payments over around 2 weeks to... (3 pages)View decision -
Decision Reference DRN-5315921
15 Aug 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5315921 The complaint Ms P is unhappy that Wise Payments Limited won’t refund a payment she made because of an investment scam. What happened On 18 February 2021, Ms P made a payment from her Wise account to an international account held in her name. Money had been transferred from ... (3 pages)View decision -
Decision Reference DRN-5757398
15 Aug 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5757398 The complaint Mr S complains about the service he received from Creation Consumer Finance Ltd after experiencing problems with the installation of a new bathroom he purchased in part through a credit agreement. What happened In April 2024, Mr S bought a bathroom from a suppl... (3 pages)View decision
