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-5045759
30 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5045759 The complaint Mr G complains that Revolut Ltd did not reimburse the funds he lost to a scam. What happened Mr G met a woman on social media on 7 June 2023, and they began talking. They built up a relationship and spoke about meeting each other. They talked regularly about th... (4 pages)View decision -
Decision Reference DRN-5721987
30 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5721987 The complaint Mr U complains that NatWest won’t remove a hard search from his credit file following a declined credit card application. What happened Mr U applied for a credit card with NatWest in March 2025. He consented to a hard search of his credit file, and he provided ... (2 pages)View decision -
Decision Reference DRN-5691764
30 Jul 2025 Central Trust Limited UpheldMortgagesDRN-5691764 The complaint Mr and Mrs J complain that they have had to repay much more than they expected to settle their second charge secured loans with Central Trust Limited. They consider that they have been overcharged and treated unfairly. What happened Mr and Mrs J took out a sec... (4 pages)View decision -
Decision Reference DRN-5023432
30 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5023432 The complaint Mr C complains that Revolut Ltd unfairly closed his account. Mr C adds that Revolut’s actions are not in line with regulations. Mr C says this situation has caused him stress, inconvenience and used up his time. To put things right he wants his account re-open... (7 pages)View decision -
Decision Reference DRN-5724054
30 Jul 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5724054 The complaint Mr S’s complaint is, in essence, that Mitsubishi HC Capital UK Plc, trading as Novuna Consumer Finance (‘the Lender’), acted unfairly and unreasonably by (1) deciding against paying a claim made under Section 75 of the Consumer Credit Act 1974 (‘CCA’), (2) bein... (5 pages)View decision -
Decision Reference DRN-5666141
30 Jul 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5666141 The complaint Miss P says Creation Consumer Finance Ltd (‘Creation’), irresponsibly lent to her. She says it didn’t take reasonable steps to ensure she could afford the repayments towards a credit agreement. She says that when she applied Creation should have checked her cre... (4 pages)View decision -
Decision Reference DRN-5246731
30 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5246731 The complaint Mr F has complained, initially via a representative, that Barclays Bank UK PLC (“Barclays”) failed to refund the money he lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat every... (3 pages)View decision -
Decision Reference DRN-5724066
30 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5724066 The complaint A limited company, which I’ll refer to as ‘E’, complains that National Westminster Bank Public Limited Company (“NatWest”) didn’t provide information to it that it fairly should have done. E’s complaint is brought to this service by its director, whom I’ll ref... (3 pages)View decision -
Decision Reference DRN-5246709
30 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5246709 The complaint Mr F, initially via a representative, has complained that Bank of Scotland plc trading as Halifax (“Halifax”) failed to refund the money he lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I wil... (3 pages)View decision -
Decision Reference DRN-5375794
30 Jul 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5375794 The complaint Mr C, through his representative, complained that Moneybarn No. 1 Limited trading as Moneybarn lent to him by agreeing to extend finance to purchase a car in April 2019 when he could not afford it. What happened Mr C applied to Moneybarn for car finance in late... (4 pages)View decision
