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-5677103
11 Jul 2025 Marsh Finance & Commercial Limited Not upheldConsumer CreditDRN-5677103 The complaint Mr A complains through a representative that Marsh Finance & Commercial Limited (“Marsh”) failed to carry out sufficient affordability checks before it lent to him. What happened In October 2019, Marsh provided Mr A with a hire purchase agreement, for a us... (3 pages)View decision -
Decision Reference DRN-5652568
11 Jul 2025 The Royal Bank of Scotland Plc Not upheldConsumer CreditDRN-5652568 The complaint Mrs A has complained through a representative that The Royal Bank of Scotland Plc (“RBS”) provided her with a loan without carrying out sufficient affordability checks. What happened Mrs A was granted one loan on 4 July 2019 for £11,000. With the interest fees... (3 pages)View decision -
Decision Reference DRN-5650327
11 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5650327 The complaint Miss M complains that NewDay Ltd trading as Aqua irresponsibly lent to her. What happened Miss M was approved for an Aqua credit card in July 2024 with a £600 credit limit. She says this was irresponsibly lent to her as she had pay day loans, and other debt. Mi... (3 pages)View decision -
Decision Reference DRN-5358598
11 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5358598 The complaint Mr P complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In late 2020, Mr P was told about an opportunity to invest in a company which leased cars. He ... (6 pages)View decision -
Decision Reference DRN-5546493
11 Jul 2025 TRANSUNION INTERNATIONAL UK LIMITED UpheldConsumer CreditDRN-5546493 The complaint Mx E is unhappy with the service they’ve received from TRANSUNION INTERNATIONAL UK LIMITED (‘Transunion’) in relation to updating their credit file. What happened In 2024, Mx E made a Subject Access Request (SAR) to Transunion, and it responded to this by post... (3 pages)View decision -
Decision Reference DRN-5640354
11 Jul 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5640354 The complaint Mr R complains TSB Bank plc unfairly loaded him to a fraud database. What happened Mr R asked for his information from a fraud database company, and saw TSB had loaded him. Mr R complained to TSB and it said it had loaded him because he’d held an account with... (3 pages)View decision -
Decision Reference DRN-5651167
11 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5651167 The complaint Ms G complains that Bank of Scotland plc trading as Halifax didn’t do enough to protect her from the financial harm caused by a task-related cryptocurrency scam. Ms G has been represented by a claims management company throughout her complaint. I have referred... (5 pages)View decision -
Decision Reference DRN-5324381
11 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5324381 The complaint Mr C complains that Revolut Ltd won’t refund the money he lost when he was the victim of a scam. What happened In early 2024, Mr C was looking to make money investing and reached out to someone he had been following on social media who appeared to have been su... (3 pages)View decision -
Decision Reference DRN-5241939
11 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5241939 The complaint Miss M complains that Revolut Ltd won’t refund the money she lost when she was the victim of a scam. What happened In December 2023, Miss M received a call from someone who said they worked for another bank she held an account with. The caller said they had id... (3 pages)View decision -
Decision Reference DRN-5686330
11 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5686330 The complaint G complains that Barclays Bank UK PLC won’t refund the money it lost when it was the victim of a scam. What happened The details of this complaint are well-known to both parties, so I have just summarised some of the key events below. G is a limited company w... (5 pages)View decision
