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 162956 results
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Decision Reference DRN-5368062
4 Mar 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5368062 The complaint Mrs L has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which she paid for with credit it provided. What happened In June 2023 Mrs L entered into a two-year fixed sum loan agreement... (6 pages)View decision -
Decision Reference DRN-4430163
4 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4430163 The complaint Mrs S complains that Wise Payments Limited trading as Wise (“Wise”) won’t refund her the money she lost after she fell victim to an investment scam. Mrs S has used a representative to bring her complaint to this service. For ease, I will refer solely to Mrs S ... (5 pages)View decision -
Decision Reference DRN-4904748
4 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4904748 The complaint Mr F complains that Santander UK Plc won’t refund him the funds he lost after he fell victim to an investment scam. Mr F is professionally represented in bringing his complaint, but for ease of reading, I’ll refer to all submissions as being made by Mr F direct... (3 pages)View decision -
Decision Reference DRN-5298947
4 Mar 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5298947 The complaint G, a limited company, complains that National Westminster Bank Plc won’t reimburse them for their losses to an email intercept scam. G has appointed professional representatives to handle this complaint. But for ease of reading, I’ll only refer to G in this de... (3 pages)View decision -
Decision Reference DRN-4430223
4 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4430223 The complaint Mrs S complains that Revolut Ltd (“Revolut”) won’t refund her the money she lost after she fell victim to an investment scam. Mrs S has used a representative to bring her complaint to this service. For ease, I will refer solely to Mrs S throughout this decisio... (5 pages)View decision -
Decision Reference DRN-5371447
4 Mar 2025 Shop Direct Finance Company Limited Not upheldConsumer CreditDRN-5371447 The complaint Mrs C complained about how Shop Direct Finance Company Limited (SDFCL) responded to a claim to refund a payment made for goods. What happened Mrs C paid for goods from a supplier I’ll call V in August 2022. The cash price was around £760. She paid for the good... (3 pages)View decision -
Decision Reference DRN-5228888
4 Mar 2025 Zempler Bank Limited Not upheldBanking and PaymentsDRN-5228888 The complaint Mr T complains that Zempler Bank Limited trading as Cashplus Bank lent to him irresponsibly. What happened In 2023 Cashplus gave Mr T a credit card with a limit of £1,000. Mr T considers that Cashplus did not properly assess his creditworthiness before giving h... (3 pages)View decision -
Decision Reference DRN-5152929
4 Mar 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5152929 The complaint Mr J complains that Santander UK Plc won’t refund money he says he lost to an investment scam. What happened In 2021, Mr J invested in a company – Buy2Let/Raedex Consortium Ltd (“R”) – which leased cars. Mr J paid in £42,000 to R in January 2021, by making two ... (7 pages)View decision -
Decision Reference DRN-5141076
4 Mar 2025 Lendable Ltd Not upheldConsumer CreditDRN-5141076 The complaint Mr C complains that the car he acquired through Lendable Ltd, trading as Autolend, wasn’t of satisfactory quality. He wants Lendable to allow him to reject the car, release him from his credit agreement, and reimburse him for his costs. What happened Mr C ente... (5 pages)View decision -
Decision Reference DRN-5356763
4 Mar 2025 ClearBank Limited UpheldBanking and PaymentsDRN-5356763 The complaint L, a limited company complains that ClearBank Limited (a Tide account) unfairly refused to refund all the money it has lost to a scam. Mr C, a director of L, brings this complaint on behalf of L. What happened Although a third party representative has brought t... (5 pages)View decision
