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 109237 results
-
Decision Reference DRN-5412689
4 Jul 2025 Lendable Ltd UpheldConsumer CreditDRN-5412689 The complaint Mr S, through his representative, complains that Lendable Limited lent to him without doing the right affordability checks in view of his gambling addiction. What happened Mr S took three loans – all of which he said were to consolidate his existing debts and ... (5 pages)View decision -
Decision Reference DRN-5178115
4 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5178115 The complaint Mr P complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr P is being represented by a third party. To keep things simple, I will refer to Mr P throughout my decision. What happened The background of this ... (4 pages)View decision -
Decision Reference DRN-5270943
4 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5270943 The complaint Mr S complains Barclays Bank UK PLC (“Barclays”) didn’t do enough to protect him when he fell victim to two separate investment scams. What happened Mr S has explained he decided to invest with a company I’ll refer to as R, which he now believes is a scam. He ... (3 pages)View decision -
Decision Reference DRN-5180482
4 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5180482 The complaint Mrs S complains that Revolut Ltd won’t refund the money she lost when she was the victim of a scam. What happened In mid-2022, Mrs S’ mother told her about a cryptocurrency investment company she had seen recommended on social media by a well-known public figu... (9 pages)View decision -
Decision Reference DRN-5669164
4 Jul 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5669164 The complaint Mr S and Mrs S’ complaint is, in essence, that First Holiday Finance Ltd (‘the Lender’) acted unfairly and unreasonably by (1) declining to meet their claim of misrepresentation under Section 75 of the Consumer Credit Act 1974 (“CCA”) and (2) being party to an ... (11 pages)View decision -
Decision Reference DRN-5423459
4 Jul 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5423459 The complaint Mrs Y complains that HSBC UK Bank Plc won’t refund the money she lost when she was the victim of a scam. What happened In August 2022, Mrs Y’s ex-husband told her about an investment company he had been successfully investing with. He said he had been investin... (6 pages)View decision -
Decision Reference DRN-5207043
4 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5207043 The complaint Mr S complains that Santander UK Plc (‘Santander’) won’t refund money he says was lost as the result of an investment scam. What happened The background to this complaint isn’t in dispute, so I’ll provide a brief summary. In 2019, Mr S entered into an investm... (4 pages)View decision -
Decision Reference DRN-5607762
4 Jul 2025 eToro Money UK Ltd Not upheldBanking and PaymentsDRN-5607762 The complaint Mr V is complaining that eToro Money UK Ltd (eToro Money) didn’t prevent him from making payments to a scam. What happened The circumstances of the scam are well-known to both parties so I won’t go into detail here. But in short, Mr V fell victim to a scam af... (2 pages)View decision -
Decision Reference DRN-5620978
3 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5620978 The complaint Miss W complains on behalf of Mr H about issues they experienced when attempting to make a payment to a credit card with NewDay Ltd trading as John Lewis Credit Card. What happened On 31 October 2024 Miss W telephoned NewDay to make a payment to her John Lewis ... (2 pages)View decision -
Decision Reference DRN-5473178
3 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5473178 The complaint Mrs M complains that NewDay Ltd, trading as Amazon Credit Card, made an irresponsible lending decision when they issued her with a credit card. Mrs M is represented in this complaint, but I’ll refer to her as it’s her complaint. What happened In March 2020, Mr... (3 pages)View decision
