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 162956 results
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Decision Reference DRN-5341175
19 Jun 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5341175 The complaint Mr M complains Vanquis Bank Limited irresponsibly provided him with an unaffordable credit card account. Mr M’s complaint has been brought by a professional representative, but for ease I’ll refer to all submissions as though they are his own. What happened Va... (3 pages)View decision -
Decision Reference DRN-5633670
19 Jun 2025 First Holiday Finance Ltd UpheldConsumer CreditDRN-5633670 The complaint Mr and Mrs R complain 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 (2) deciding agains... (27 pages)View decision -
Decision Reference DRN-5338053
19 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5338053 The complaint Ms C, who is represented, complains that Santander UK Plc won’t reimburse her money she lost after making an investment. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. Ms C was introduc... (3 pages)View decision -
Decision Reference DRN-5615485
19 Jun 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5615485 The complaint Mr S is unhappy with how Capital One (Europe) plc recorded information on his credit file. What happened In 2014 and 2016 Mr S took out credit cards with Capital One. Unfortunately, Mr S says he got into financial difficulty and suffered severe ill health. He ... (3 pages)View decision -
Decision Reference DRN-5187715
19 Jun 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5187715 The complaint Mr O complains that Starling Bank Limited has not refunded payments made to a business which he says acts fraudulently and did not provide him with what he paid for. What happened Between May and August Mr O made a number of card payments to a business, which I... (2 pages)View decision -
Decision Reference DRN-5635983
19 Jun 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5635983 The complaint Mr M complains that Wise Payments Limited didn’t do enough to prevent him from losing money to a cryptocurrency investment scam. Mr M has used a representative to bring his complaint. But, for ease of reading, I’ll mostly just refer to Mr M himself where I als... (4 pages)View decision -
Decision Reference DRN-5469138
19 Jun 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5469138 The complaint Mr E is unhappy with the way Clydesdale Financial Services Limited trading as Barclays Partner Finance (BPF) dealt with a request for information on one of his loan accounts and subsequently the incorrect information he was given about one of his other accounts... (2 pages)View decision -
Decision Reference DRN-5547025
19 Jun 2025 TSB Bank plc UpheldBanking and PaymentsDRN-5547025 The complaint Ms Y complains that TSB Bank plc hasn’t treated her fairly after she was incorrectly charged by an online merchant. What happened Ms Y used her card to buy a low value item online in September 2024. She then saw the merchant had charged her card additional time... (3 pages)View decision -
Decision Reference DRN-5599930
19 Jun 2025 Topaz Finance Limited Not upheldMortgagesDRN-5599930 The complaint Mr O’s complaint is about a buy-to-let (BTL) mortgage, originally taken out in 2008 with another lender, but transferred to Topaz Finance Limited trading as Siberite Mortgages in 2019. Mr O says that the valuation of the property carried out in May 2007 was ne... (3 pages)View decision -
Decision Reference DRN-5321552
19 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5321552 The complaint Mr S complains that Monzo Bank Ltd won’t refund the money he lost when he fell victim to a scam. Mr S has been represented in his complaint by a firm of solicitors. What happened The parties are familiar with the background to this complaint, so I won’t set it ... (4 pages)View decision
