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 171071 results
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Decision Reference DRN-5469307
1 Aug 2025 Lendable Ltd UpheldConsumer CreditDRN-5469307 The complaint Mr A complains about the quality of a used car he acquired through a hire purchase agreement with Lendable Ltd trading as Autolend (‘Autolend’). Mr A says that the car has been faulty from an early point after he started to use it. Because of this, Mr A says th... (5 pages)View decision -
Decision Reference DRN-5730008
1 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5730008 The complaint Ms O is being represented by a claims manager. She’s complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Ms O fell victim to a cruel investment scam after she responded to an advert on social med... (4 pages)View decision -
Decision Reference DRN-5725969
1 Aug 2025 Lex Autolease Ltd UpheldConsumer CreditDRN-5725969 The complaint Mrs F complains about a car supplied under a hire agreement, provided by Lex Autolease Ltd trading as Lex Autolease. What happened Around December 2021 Mrs F acquired a new car under a hire agreement with Lex. Mrs F paid an initial rental of £2,500 and was due... (6 pages)View decision -
Decision Reference DRN-5712663
1 Aug 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5712663 Complaint Mr W has complained about a personal loan that Barclays Bank UK Plc (“Barclays”) provided to him. He’s said that the loan was unaffordable and this created ongoing difficulty. Background Mr W has also complained about a credit card and an overdraft. However, we’v... (6 pages)View decision -
Decision Reference DRN-5724767
1 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5724767 The complaint Ms W is complaining that Santander UK Plc didn’t do enough to prevent her from falling victim to an investment scam. The complaint is brought on her behalf by a professional representative but for ease I’ll mainly refer to Ms W. What happened Ms W says that in ... (3 pages)View decision -
Decision Reference DRN-5109869
1 Aug 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5109869 The complaint Mr W complains that Starling Bank Limited failed to reclaim a payment he made on his debit card. What happened In February 2024, Mr W made a payment of around £3,500 to a marketing company. I’ll refer to that company as “M”. M sells marketing courses and, wit... (4 pages)View decision -
Decision Reference DRN-5476866
1 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5476866 The complaint Mr N is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr N fell victim to a cruel investment scam. After meeting someone online who introduced him to a ... (4 pages)View decision -
Decision Reference DRN-5729587
1 Aug 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5729587 The complaint Mrs L complains about a car supplied under a hire purchase agreement, provided by Specialist Motor Finance Limited (‘SMF’) and how it was later repossessed. Mrs L has been represented throughout this complaint, but to keep things simple I will only refer to Mrs... (11 pages)View decision -
Decision Reference DRN-5729695
1 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5729695 The complaint Mr L complains National Westminster Bank Public Limited Company (“NatWest”) have told him he holds a personal current account rather than a business bank account. This led to issues for Mr L with the Department for Work and Pensions (DWP.) What happened In Nove... (2 pages)View decision -
Decision Reference DRN-5410031
1 Aug 2025 EE Limited Not upheldConsumer CreditDRN-5410031 The complaint Ms B complains about the outstanding amount owed under a fixed sum loan agreement, taken out in her name with EE Limited. What happened In July 2024, Ms B says a third party, who I’ll call ‘X’, contacted her to talk about upgrading her mobile telephone device. ... (3 pages)View decision
