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 171072 results
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Decision Reference DRN-5222113
31 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5222113 The complaint Mrs L complains that Revolut Ltd (‘Revolut’) won’t refund the money she lost to an investment scam. What happened The background is known to both parties. I won’t repeat all the details here. In summary, Mrs L says that, in November 2023, she saw a social media... (3 pages)View decision -
Decision Reference DRN-5664560
31 Jul 2025 PROPEL HOLDINGS (UK) LIMITED Not upheldConsumer CreditDRN-5664560 The complaint Mr M complains through a representative that PROPEL HOLDINGS (UK) LIMITED trading as Quid Market (Quid Market) gave him loans which were unaffordable. What happened A summary of Mr M’s borrowing can be found below. loan number loan amount agreement date repay... (3 pages)View decision -
Decision Reference DRN-5522763
31 Jul 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5522763 The complaint Mr W complains that Vanquis Bank Limited irresponsibly lent to him. Mr W 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 Mr W himself. W... (4 pages)View decision -
Decision Reference DRN-5708526
31 Jul 2025 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-5708526 The complaint Mr M complains about the processes and systems that Stellantis Financial Services UK Limited (Stellantis) use for early settlement quotes. He would like Stellantis to review its early settlement letter, refund one monthly payment and to provide redress for ... (2 pages)View decision -
Decision Reference DRN-5726325
31 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5726325 The complaint Mr H says Barclays Bank UK PLC’s IT outage meant he couldn’t buy a car and has suffered a loss as he can’t buy the same car for the same price. What happened Barclays had an IT outage over the weekend of 31 January to 2 February 2025. Mr H had won an online ... (4 pages)View decision -
Decision Reference DRN-5726828
31 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5726828 The complaint Mr W complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money he lost as a result of what he believes was an ‘Authorised Push Payment’ (‘APP’) property investment scam. Mr W brings his complaint with the assistance of a professional representative. For ... (4 pages)View decision -
Decision Reference DRN-5525698
31 Jul 2025 Madison CF UK Limited Not upheldBanking and PaymentsDRN-5525698 The complaint Miss R complains that Madison CF UK Limited trading as 118 118 Money have irresponsibly lent to her. Miss R 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 ma... (2 pages)View decision -
Decision Reference DRN-5383503
31 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5383503 The complaint Ms M complains National Westminster Bank Public Limited Company (NatWest) lent to her irresponsibly when they gave her a £500 overdraft. She’s also unhappy NatWest didn’t complete her account switch by repaying her overdrawn balance on the account she was switc... (3 pages)View decision -
Decision Reference DRN-5706996
31 Jul 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5706996 The complaint Mr T complains about the way that Volkswagen Financial Services (UK) Limited, trading as Audi Financial Services, has dealt with the hire purchase agreement under which a car was supplied to him. What happened A used car was supplied to Mr T under a hire purcha... (3 pages)View decision -
Decision Reference DRN-5686682
31 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5686682 The complaint Ms M complains NewDay Ltd trading as Fluid (NewDay) failed to carry out sufficient financial checks before it approved a credit card account for her. What happened Ms M says in May 2018 NewDay approved a credit card account for her with a credit limit of £600. ... (3 pages)View decision
