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-5694513
15 Jul 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5694513 The complaint Mr and Mrs J’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 ... (16 pages)View decision -
Decision Reference DRN-5644163
15 Jul 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5644163 The complaint Mr W argues that Gain Credit LLC trading as Drafty gave him credit he couldn’t afford to repay. What happened In November 2018 Drafty agreed a £1,000 line of credit for Mr W. The account was subsequently terminated and Mr W was issued with a default notice in ... (4 pages)View decision -
Decision Reference DRN-5210670
15 Jul 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5210670 The complaint Mr R brings this complaint on behalf of J, a limited company. His complaint is that Starling Bank Limited (“Starling”) has provided insufficient customer service. What happened The background to this complaint, and my initial conclusions, were set out in my pr... (7 pages)View decision -
Decision Reference DRN-5530223
15 Jul 2025 Secure Trust Bank Plc Not upheldBanking and PaymentsDRN-5530223 The complaint Mr T complains Secure Trust Bank Plc’s online banking portal doesn’t say whether the interest rate it pays is gross or AER and that he was inconvenienced when trying to make a withdrawal. What happened Mr T has a savings account with Secure Trust. On 30 January... (2 pages)View decision -
Decision Reference DRN-5599718
15 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5599718 The complaint Miss N complains that American Express Services Europe Limited (AESEL) gave her incorrect information when she transferred her card. What happened Miss N held a British Airways American Express Credit Card. The card included a benefit whereby a Companion Vouche... (2 pages)View decision -
Decision Reference DRN-5145770
15 Jul 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5145770 The complaint Mr W is unhappy that Kroo Bank Ltd won’t refund payments he says he made as part of a scam. What happened In 2023 Mr W engaged a builder to do some work on his property’s roof, along with other jobs. He’d heard about the builders through word of mouth and seen ... (5 pages)View decision -
Decision Reference DRN-5554258
15 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5554258 The complaint A limited company, which I’ll refer to as ‘O’, complains about how National Westminster Bank Public Limited Company “NatWest” administered its account. O’s complaint is brought to this service by its director, whom I’ll refer to as ‘Mr W’. What happened O had a... (3 pages)View decision -
Decision Reference DRN-5694633
15 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5694633 The complaint Mr W is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr W fell victim to a cruel investment scam. After responding to an advert he saw on social media ... (6 pages)View decision -
Decision Reference DRN-5502257
15 Jul 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5502257 The complaint Mr M, using a professional representative (“the PR”), has complained that MBNA Limited (‘the Lender’) acted unfairly and unreasonably by (1) declining to pay a claim under Section 75 of the Consumer Credit Act 1974 (the ‘CCA’) and (2) participating in an unfair... (8 pages)View decision -
Decision Reference DRN-5694548
15 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5694548 The complaint Mrs E is being represented by solicitors. She’s complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Mrs E fell victim to a cruel investment scam after she responded to an advert on social media. ... (6 pages)View decision
