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-5663419
13 Aug 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5663419 The complaint Mr T is unhappy that Kroo Bank Ltd haven’t refunded money he lost as a result of a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. On 2 January... (4 pages)View decision -
Decision Reference DRN-5366730
13 Aug 2025 Tesco Personal Finance Limited Not upheldConsumer CreditDRN-5366730 The complaint Mr C complains that Tesco Personal Finance Limited (“Tesco”) irresponsibly provided him with a loan. What happened In April 2024 Mr C applied for a loan with Tesco. The application was approved and he was given a £7,500 loan to be repaid over 60 months at a mo... (3 pages)View decision -
Decision Reference DRN-5628106
13 Aug 2025 Fairscore Ltd Not upheldConsumer CreditDRN-5628106 The complaint Mr A complains that Fairscore Ltd trading as Updraft, lent to him irresponsibly when they provided him with a personal loan. What happened In March 2024,Mr A was provided with a loan by Updraft. The loan was for £10,000 and was repayable over 60 months. In ear... (4 pages)View decision -
Decision Reference DRN-5571502
13 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5571502 The complaint Miss S complains that NewDay Ltd trading as Fluid irresponsibly lent to her. Miss S is represented by a Claims Management Company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Miss... (2 pages)View decision -
Decision Reference DRN-5481233
13 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5481233 Complaint Mr F is unhappy that National Westminster Bank Public Limited Company (“NatWest”) didn’t reimburse him after he reported falling victim to a scam. It appears that Ms F interacted more with the fraudsters, but the payments were made from Mr F’s account. For simplici... (2 pages)View decision -
Decision Reference DRN-5692774
13 Aug 2025 Barclays Bank UK PLC UpheldMortgagesDRN-5692774 The complaint Mr D complains that he received no communication from Barclays Bank UK PLC before it took court proceedings to repossess his property. What happened Mr D had an offset mortgage with Barclays with a mortgage reserve account. The term ended in 2023, but a balance... (3 pages)View decision -
Decision Reference DRN-5753252
13 Aug 2025 Pepper (UK) Limited Not upheldMortgagesDRN-5753252 The complaint Miss M and Mr W complain about how Pepper (UK) Limited (trading as Engage Credit) has handled a mortgage they hold with it. They are unhappy about a substantial fee balance that has accrued on their account, and additional interest charged – which they say they... (5 pages)View decision -
Decision Reference DRN-5749049
13 Aug 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5749049 The complaint Miss S complains that Kroo Bank Ltd won’t refund the money she lost as the result of a scam. What happened In November 2024, Miss S received a message purporting to be from a well-known parcel delivery company. It said it had tried, unsuccessfully, to deliver a... (6 pages)View decision -
Decision Reference DRN-5334719
13 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5334719 The complaint Ms R complains that Revolut Ltd didn’t do enough to protect her from a scam. Ms R is being represented by a legal representative, but for ease of reading, I’ll refer to Ms R in my decision. What happened The detailed background to this complaint is well known... (2 pages)View decision -
Decision Reference DRN-5104545
13 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5104545 The complaint Miss K complains that Barclays Bank UK PLC (“Barclays”) hasn’t protected her from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Miss K has explained th... (3 pages)View decision
