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 170827 results
-
Decision Reference DRN-5682583
16 Jul 2025 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5682583 The complaint Mr A complains that a used van supplied to him under a hire purchase agreement by CA Auto Finance UK Ltd (CA Auto) is of unsatisfactory quality. What happened On 17 April 2024, Mr A entered into a hire purchase agreement for the supply of a used van with CA Au... (6 pages)View decision -
Decision Reference DRN-5558805
16 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5558805 The complaint Mr S complains Monzo Bank Ltd failed to send a payment between his accounts on time. He says he has lost out as a result. What happened A summary of what happened is below. Mr S had been planning to buy a car in June 2024 and says he went into his app on 20 Jun... (2 pages)View decision -
Decision Reference DRN-5193714
16 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5193714 The complaint Mr E complains Revolut Ltd won’t reimburse over £46,000 that he lost when he fell victim to a cryptocurrency investment 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 ... (4 pages)View decision -
Decision Reference DRN-5508095
16 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5508095 The complaint Mr S complains that Lloyds Bank PLC did not refund the £20,000 he says he lost to a scam. Mr S is represented in this complaint by a solicitor, but for simplicity I will refer to Mr S throughout this decision, even when referencing what his representative has ... (3 pages)View decision -
Decision Reference DRN-5403256
16 Jul 2025 Darlington Building Society Not upheldMortgagesDRN-5403256 The complaint Mr F complains that Darlington Building Society lent him a mortgage irresponsibly. What happened In 2022, through a broker, Mr F took out a mortgage jointly with his father. Mr F was to live in the property. He and his father borrowed £142,950 over a term of 22... (2 pages)View decision -
Decision Reference DRN-5632395
16 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5632395 The complaint Mr A is unhappy that Lloyds Bank plc (‘Lloyds’) defaulted his credit card account when he’d underpaid his payment plan by less than £2. Mr A feels Lloyds should have done more to support him. Mr A would like his account reinstating and the default removing fro... (2 pages)View decision -
Decision Reference DRN-5361946
16 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5361946 The complaint Mr F complains about NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest)’s decision not to uphold his dispute about the purchase of a car. What happened Mr F purchased a car in November 2023 from a merchant (who I’ll refer to as ‘C’ throughout this decis... (3 pages)View decision -
Decision Reference DRN-5501910
16 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5501910 The complaint Mr D complains that Santander UK Plc won’t refund money he lost when he fell victim to an investment scam. Mr D is being represented by a company I will refer to as “R”. What happened The background to this complaint is well-known to both parties, so I won’t re... (3 pages)View decision -
Decision Reference DRN-5660872
16 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5660872 Complaint Mr and Mrs P have complained about the overdraft charges Santander UK Plc (“Santander”) applied to their current account. Mr and Mrs P are being represented, by the (“representative”), in their complaint. The representative has said the charges applied to Mr and ... (5 pages)View decision -
Decision Reference DRN-5660821
16 Jul 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5660821 Complaint Mr M has complained about the overdraft charges TSB Bank plc (“TSB”) applied to his account. Mr M is being represented, by the (“representative”), in his complaint. The representative has said the charges applied to Mr M’s account were unfair as there was a failu... (5 pages)View decision
