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-5337393
18 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5337393 The complaint Mr A complains that Revolut Ltd won’t refund the full amount of money he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both parti... (3 pages)View decision -
Decision Reference DRN-5699767
18 Jul 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5699767 The complaint Mr S and Ms S complain Bank of Scotland plc trading as Halifax (“Halifax”) didn’t do enough to protect them when they fell victim to a scam. What happened Mr S and Ms S were introduced to an overseas investment opportunity by a friend. They said they had a vid... (3 pages)View decision -
Decision Reference DRN-5700646
18 Jul 2025 Nationwide Building Society UpheldConsumer CreditDRN-5700646 The complaint Mr J has complained, through a family member that Nationwide Building Society (“Nationwide”) gave him credit in the form of overdrafts and loans that weren’t affordable. What happened In August 2023, Mr J was granted a personal loan of £1,000 to be repaid over... (4 pages)View decision -
Decision Reference DRN-5621481
18 Jul 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5621481 The complaint Mr O complains J.P. Morgan Europe Limited trading as Chase closed his account when he queried certain questions Chase had asked in a ‘Know Your Customer’ survey. What happened Mr O explained Chase asked him to complete a survey as part of its anti-money launder... (4 pages)View decision -
Decision Reference DRN-5643532
18 Jul 2025 First Holiday Finance Ltd UpheldConsumer CreditDRN-5643532 The complaint Mr and Mrs A’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and ... (24 pages)View decision -
Decision Reference DRN-5635061
18 Jul 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5635061 The complaint Mr W complains that Clydesdale Bank Plc trading as Virgin Money irresponsibly lent to him. Mr W is represented by a solicitor’s firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by M... (2 pages)View decision -
Decision Reference DRN-5522329
18 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5522329 The complaint Mr H complains that Barclays Bank UK PLC trading as Tesco Bank have irresponsibly lent to him. Mr H is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as be... (4 pages)View decision -
Decision Reference DRN-5693485
18 Jul 2025 Amplifi Capital (U.K.) Limited UpheldConsumer CreditDRN-5693485 The complaint Miss J says Amplifi Capital (U.K.) Limited, trading as Reevo Money, irresponsibly lent to her. What happened Miss J took out a loan for £5,000 over 60 months on 16 April 2024. The monthly repayments were £147.11. Miss J says Reevo Money should never have accept... (3 pages)View decision -
Decision Reference DRN-5700731
18 Jul 2025 Startline Motor Finance Limited UpheldConsumer CreditDRN-5700731 The complaint Miss C complains that a car acquired under a hire purchase agreement with Startline Motor Finance Limited (“Startline”) wasn’t of satisfactory quality when it was supplied to her. What happened Both parties are familiar with the background of this complaint so... (3 pages)View decision -
Decision Reference DRN-5483390
18 Jul 2025 Tandem Home Loans Ltd UpheldMortgagesDRN-5483390 The complaint Mr F’s complaint is about a second charge mortgage he has with Tandem Home Loans Ltd. He thinks the decision to lend to him was irresponsible as he doesn’t think proportionate checks were done and the mortgage was unaffordable. Mr F is represented in his compla... (4 pages)View decision
