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 162078 results
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Decision Reference DRN-4950877
7 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-4950877 The complaint Ms Y complains that Santander UK Plc hasn’t refunded her after she fell victim to a scam. What happened The background to this complaint is well-known to both parties and so I’ll only provide a summary of key events here. Ms Y was contacted by an investment bro... (5 pages)View decision -
Decision Reference DRN-5301786
7 Feb 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5301786 The complaint Mr D, through a representative, says NewDay Ltd, trading as Aqua, irresponsibly lent to him. What happened Mr D took out a credit card from NewDay on 3 February 2021. He was given a credit limit of £600. This was increased four times over the next two years. Mr... (3 pages)View decision -
Decision Reference DRN-5236995
7 Feb 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5236995 The complaint Miss J complains through a representative that Advantage Finance Ltd (“Advantage”) gave her a hire purchase agreement without carrying out a sufficient affordability assessment. What happened In September 2019, Advantage provided Miss J with a hire purchase ag... (5 pages)View decision -
Decision Reference DRN-5080406
7 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5080406 The complaint Ms K complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. Ms K is being represented by a third party. To keep things simple, I will refer to Ms K throughout my decision. What happened Ms K has told us that ... (6 pages)View decision -
Decision Reference DRN-5301721
7 Feb 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5301721 The complaint In summary, Miss B complains that Vanquis Bank Limited, provided her with a credit card and credit limit increases that she wasn’t able to afford. What happened In March 2016, Miss B applied for a credit card with Vanquis. The application was approved and a cr... (4 pages)View decision -
Decision Reference DRN-5239453
7 Feb 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5239453 The complaint S, a limited company, complains that Lloyds Bank PLC didn’t treat it fairly after it closed a business bank account. What happened S had a business account with Lloyds. In June 2022, Lloyds decided to close the account. At the same time, Lloyds suspended S’s cr... (3 pages)View decision -
Decision Reference DRN-5018605
7 Feb 2025 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-5018605 Complaint Mr A has complained about the quality of a car Toyota Financial Services (UK) PLC (“TFS”) supplied to him through a hire-purchase agreement. Background In November 2023, TFS provided Mr A with finance for a used car. The car was three years old and although the mi... (8 pages)View decision -
Decision Reference DRN-5315881
7 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5315881 The complaint Mr M complains that Barclays Bank UK PLC (Barclays) retained a scanned copy of his provisional driving licence. What happened Mr M upgraded his young person’s account to an adult account in March 2024. To do this, he provided his passport, provisional driving ... (3 pages)View decision -
Decision Reference DRN-4873673
7 Feb 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-4873673 The complaint Mrs H complains that Clydesdale Bank Plc trading as Virgin Money (Virgin) is refusing to refund her the amount she lost as the result of a scam. Mrs H is being represented by a third party. To keep things simple, I will refer to Mrs H throughout my decision. Wh... (4 pages)View decision -
Decision Reference DRN-4728239
7 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4728239 The complaint Mr R complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. What happened Mr R was contacted via WhatsApp in relation to a job opportunity. The job required Mr R to complete various tasks before he could make ... (8 pages)View decision
