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 164078 results
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Decision Reference DRN-5683503
11 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5683503 The complaint Mr K has complained that when Barclays Bank UK PLC (“Barclays”) sent him a replacement debit card, he was unable to add the new card to a payment app on his phone. What happened After replacing a debit card for Mr K, Mr K went to add the new card details to a p... (2 pages)View decision -
Decision Reference DRN-5378481
11 Jul 2025 CB Payments Ltd Not upheldBanking and PaymentsDRN-5378481 The complaint Mr H complains that CB Payments Ltd (CB) won’t refund money he lost as a result of a scam. What happened Commencing around December 2022, Mr H fell victim to an investment scam from a company that I will call ‘Q’. Mr H says Q sold him an investment opportunity ... (3 pages)View decision -
Decision Reference DRN-5664731
11 Jul 2025 Openwork Limited Not upheldMortgagesDRN-5664731 The complaint Mr and Mrs C complain that they were mis-sold a mortgage by Openwork Limited trading as The Openwork Partnership (Openwork), as the broker did not advise them that they would need to pay an early repayment charge (ERC) on their existing mortgage. What happened M... (7 pages)View decision -
Decision Reference DRN-5604468
11 Jul 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5604468 The complaint Mr A, through his representative, complains that Oodle Financial Services Limited agreed to provide him with a finance agreement for a car purchase which he says he could not afford. What happened On 5 December 2020 Mr A agreed to purchase a second hand car and... (3 pages)View decision -
Decision Reference DRN-5672493
11 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5672493 The complaint Mrs L is acting on behalf of a business L. I will refer to Mrs L throughout this decision. Mrs L is unhappy with Barclays Bank UK PLC. Mrs L asked Barclays to recall a payment on her behalf and Barclays didn’t get her money back. What happened Mrs L made a pa... (2 pages)View decision -
Decision Reference DRN-5679509
11 Jul 2025 Creation Consumer Finance Ltd UpheldBanking and PaymentsDRN-5679509 The complaint Mr C complains about how Creation Consumer Finance Ltd (“Creation”) mis-managed his credit card account. He says they defaulted it without sending him a prior default notice, continued to report the account to credit reference agencies after it had been sold an... (4 pages)View decision -
Decision Reference DRN-5357869
11 Jul 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5357869 The complaint Miss A complains that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (“Novuna”) recorded a default on her credit file in relation to a finance agreement. What happened Miss A held a fixed sum loan agreement in 2020 with monthly repayments due o... (3 pages)View decision -
Decision Reference DRN-5198486
11 Jul 2025 Lendable Ltd UpheldConsumer CreditDRN-5198486 The complaint Mr O complains about the application of damage charges by Lendable Ltd trading as Autolend (“Autolend”) after he voluntarily terminated his finance agreement. What happened In February 2022, Mr O took out a hire purchase agreement with Autolend for a car. In 20... (4 pages)View decision -
Decision Reference DRN-5534839
11 Jul 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5534839 The complaint Mr L complains about the quality of a car supplied to him by Moneybarn No. 1 Limited (“Moneybarn”). What happened Mr L entered into a conditional sale agreement with Moneybarn in December 2023 for the supply of a used car. The car was around nine years old and ... (4 pages)View decision -
Decision Reference DRN-5622799
11 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5622799 The complaint Miss B complains about Lloyds Bank PLC (Lloyds), as she feels they should reimburse her for £11,320.18 that she paid to what she thought was an online gambling website on 27 and 28 March 2024 What happened Following the sale of her car, Miss B made three paymen... (4 pages)View decision
