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 170994 results
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Decision Reference DRN-5446600
18 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5446600 The complaint Miss C has complained that Barclays Bank UK Plc, trading as Barclaycard (‘Barclaycard’), unfairly turned down her claims made under provisions of the Consumer Credit Act 1974 (‘the CCA’). What happened On 3 June 2003, Miss C purchased a trial holiday club mem... (5 pages)View decision -
Decision Reference DRN-5693872
18 Jul 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5693872 The complaint Mr S complains Zopa Bank Limited (“Zopa”) irresponsibly lent him a credit card. What happened In October 2023 Mr S applied for a credit card with Zopa. The application was accepted, and he was provided with an initial limit of £600. The credit limit was never ... (3 pages)View decision -
Decision Reference DRN-5053464
18 Jul 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5053464 The complaint Ms K and Mr K complain that Clydesdale Bank Plc trading as Virgin Money (‘Virgin’) won’t refund the money they lost to an investment scam. To keep things simple, and as Mr K was the one involved in the events leading up to this complaint, I’ll only refer to Mr ... (3 pages)View decision -
Decision Reference DRN-5302181
18 Jul 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5302181 The complaint Miss G complains that the car she acquired through STARTLINE MOTOR FINANCE LIMITED (“SMFL”) wasn’t of satisfactory quality. She says she’s experienced a number of faults and now wants to reject the car and cancel the credit agreement. What happened Miss G enter... (4 pages)View decision -
Decision Reference DRN-5071689
18 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5071689 The complaint Mrs H complains that Wise Payments Limited have failed to refund £15,270 she says she lost to a crypto investment scam. The details of this complaint are well known to both parties. So, if there’s a submission I’ve not addressed; it isn’t because I’ve ignored t... (3 pages)View decision -
Decision Reference DRN-5702264
18 Jul 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5702264 The complaint Mr M’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’) and (2) b... (4 pages)View decision -
Decision Reference DRN-5349901
18 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5349901 The complaint Mr R, via a representative, has complained that Revolut Ltd (“Revolut”) failed to refund the money he lost as part of an investment & ' What happened The details of this complaint are well known to both parties, so I will not repeat everything... (3 pages)View decision -
Decision Reference DRN-5668258
18 Jul 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5668258 The complaint Miss G complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin”) rejected her claim under section 75 Consumer Credit Act 1974 (“s.75”). What happened In May 2023 Miss G purchased a used car from a dealer at a cost of £28,500. She paid a deposit of £... (3 pages)View decision -
Decision Reference DRN-5446979
18 Jul 2025 Gracombex Ltd Not upheldConsumer CreditDRN-5446979 The complaint Mr B complains Gracombex Ltd trading as The Money Platform (“Gracombex”) didn’t carry out proportionate affordability checks before it approved him for loans. Had it done so it would’ve realised he had high levels of debt. What happened A summary of Mr B’s bor... (5 pages)View decision -
Decision Reference DRN-5252754
18 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5252754 The complaint Mr D is unhappy Revolut Ltd (“Revolut”) won’t reimburse him for the money he lost when he fell victim to a scam. What happened The details and facts of this case are well-known to both parties, so I don’t need to repeat them at length here. In short, Mr D was c... (3 pages)View decision
