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-5281140
27 Jan 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5281140 The complaint Mr F complains that Metro Bank Plc (‘Metro’) gave him a current account instead of a basic bank account when he was in financial difficulty. He’s unhappy that Metro permitted him to use the current account’s unauthorised overdraft facility, and this led to a ne... (6 pages)View decision -
Decision Reference DRN-5237935
27 Jan 2025 Sainsbury's Bank Plc Not upheldBanking and PaymentsDRN-5237935 The complaint Mr C complains that he received nuisance calls from a number which he later found out was Sainsburys Bank Plc. What happened Mr C holds a credit card account with Sainsburys. In September 2024 Mr C received calls from a number he didn’t recognise. Each time he ... (2 pages)View decision -
Decision Reference DRN-5287190
27 Jan 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5287190 The complaint M, a religious charity, complains that Starling Bank Limited unreasonably declined to open an account for them. What happened In August 2023 M applied for an account with Starling. The bank reviewed the application but declined to open an account. They decline... (3 pages)View decision -
Decision Reference DRN-5287256
27 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5287256 The complaint Miss P is unhappy that Revolut Ltd won’t reimburse money she lost to a scam. What happened On 10 January 2025 I issued my provisional decision on this complaint. I wanted to give both parties a chance to provide any further evidence and arguments before I issu... (7 pages)View decision -
Decision Reference DRN-5285168
27 Jan 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5285168 The complaint Mr O, on behalf of his limited company (C), complains that Starling Bank Limited (Starling) blocked and closed C’s account without reasonable grounds. He says the block meant he couldn’t make repayments against C’s Bounce Back Loan (BBL) debt, and he complains ... (3 pages)View decision -
Decision Reference DRN-5254738
27 Jan 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5254738 The complaint Mr W complains that Moneybarn No. 1 Limited trading as Moneybarn was irresponsible in its lending to him. He wants all interest and charges paid under the agreement refunded along with interest. Mr W is represented by a third party but for ease of reference I h... (3 pages)View decision -
Decision Reference DRN-5253277
27 Jan 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5253277 The complaint Miss E complains that STARTLINE MOTOR FINANCE LIMITED (SMFL) was irresponsible in its lending to her. She wants all interest and charges she has paid under her hire purchase agreement refunded along with interest and any adverse information removed from her cre... (2 pages)View decision -
Decision Reference DRN-5210263
27 Jan 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5210263 Complaint Mr P complains that Moneybarn No.1 Limited (“Moneybarn”) unfairly entered into conditional sale agreement with him. He’s said that the proper checks weren’t carried out which led to him being provided with finance that was unaffordable and he had to work seven days... (6 pages)View decision -
Decision Reference DRN-5273558
27 Jan 2025 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-5273558 Complaint Mr D complains that Stellantis Financial Services UK Limited (trading as “Vauxhall Finance”) unfairly entered into a conditional sale agreement with him. The finance was provided under the GMAC trading name and so for the sake of clarity, I’ve referred to GMAC thr... (4 pages)View decision -
Decision Reference DRN-5224278
27 Jan 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5224278 Complaint Mr O has complained that Vanquis Bank Limited (“Vanquis”) irresponsibly provided him with a credit card. He’s said that that this impacted on his position going forward and caused him difficulty. Background This complaint is about a credit card Vanquis initially p... (4 pages)View decision
