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 162495 results
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Decision Reference DRN-5325154
19 Feb 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5325154 The complaint Mrs O complains that MotoNovo Finance Limited (“MotoNovo”) didn’t conduct reasonable and proportionate checks before it lent to her. What happened In September 2019, MotoNovo provided Mrs O with a hire purchase agreement through a credit intermediary for a veh... (3 pages)View decision -
Decision Reference DRN-5339108
19 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5339108 The complaint Mr M complains that Revolut Ltd won’t refund money he lost to a scam. What happened Mr M fell victim to a cryptocurrency investment scam. He came across an advert online which appeared to be from a trustworthy media source. Mr M left his details and was called... (9 pages)View decision -
Decision Reference DRN-4732644
19 Feb 2025 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-4732644 The complaint Miss B complains that Lowell Portfolio I LTD (Lowell) are pursuing her for a debt she says she is not responsible for. What happened Miss B had a current account including an overdraft facility with a bank I’ll refer to as Firm A for the purposes of this decisio... (3 pages)View decision -
Decision Reference DRN-5284537
19 Feb 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5284537 The complaint Mr C complains that Santander UK Plc won’t refund him for disputed transactions carried out on his account. What happened On 3 and 4 November 2024, £650 was withdrawn from Mr C’s account using his Santander debit card. Mr C says he doesn’t know who made the wit... (2 pages)View decision -
Decision Reference DRN-4856746
19 Feb 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-4856746 The complaint Mr L complains about how Moneybarn No. 1 Limited (‘Moneybarn’) administered his conditional sale agreement when he was unable to repay it. He says that: It didn’t notify him when his direct debit was cancelled. It didn’t help him make a repayment when he w... (4 pages)View decision -
Decision Reference DRN-5127936
19 Feb 2025 eToro (UK) Ltd Not upheldBanking and PaymentsDRN-5127936 The complaint Mr M’s main complaint about eToro (UK) Ltd is that it refused to refund money he lost as a result of fraud. He’s also questioned its subsequent decision to close his account. What happened Sadly, Mr M fell victim to a cruel investment scam in July 2023. Followi... (3 pages)View decision -
Decision Reference DRN-5340844
19 Feb 2025 Experian Limited Not upheldConsumer CreditDRN-5340844 The complaint Mr H complains Experian Limited have incorrectly reported a County Court Judgment (CCJ) on his credit file. He’s also unhappy with some missed / late payments markers which have been reported. What happened When checking his credit file Mr H noted Experian had... (3 pages)View decision -
Decision Reference DRN-5336628
19 Feb 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5336628 The complaint Mr U complains PayPal UK Ltd charged him for a payment he received. What happened Mr U was paid £10,000 by another PayPal customer and was charged £600.05 for receiving the payment. Mr U felt this was unfair and complained to PayPal. PayPal responded to say ... (3 pages)View decision -
Decision Reference DRN-5340734
19 Feb 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5340734 The complaint Mrs D complains about the way Creation Consumer Finance Ltd (Creation) responded to claims she’d made in relation to misrepresentation, breach of contract, and an alleged unfair relationship taking into account section 140A (“s140A”) of the Consumer Credit Act ... (6 pages)View decision -
Decision Reference DRN-5188136
19 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5188136 The complaint Mr P complains that Revolut Ltd (‘Revolut’) won’t refund the money he says was lost as the result of an investment scam. What happened In March 2023, Mr P saw an investment on a social media site for cryptocurrency market trading, which was promoted by a high-... (6 pages)View decision
