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 162957 results
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Decision Reference DRN-5128313
7 Feb 2025 National Westminster Bank Plc UpheldBanking and PaymentsDRN-5128313 The complaint Mr F complains that National Westminster Bank Plc didn’t do enough to protect him from the financial harm caused by an investment scam and that it is holding him liable for a loan he didn’t consent to. What happened The detailed background to this complaint is... (6 pages)View decision -
Decision Reference DRN-5128259
7 Feb 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-5128259 The complaint Mr F complains that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (“Novuna”) is holding him liable for the debt on a loan which he says he didn’t consent to. What happened In July 2023, Mr F saw an advert for an investment opportunity which w... (4 pages)View decision -
Decision Reference DRN-5128369
7 Feb 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5128369 The complaint Mr F complains that Zopa Bank Limited is holding him liable for the debt on a loan which he says he didn’t consent to. What happened In July 2023, Mr F saw an advert for an investment opportunity which was endorsed by a well-known celebrity. The advert suggest... (4 pages)View decision -
Decision Reference DRN-5007809
7 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5007809 The complaint Mrs K complains about Santander UK Plc. She says that Santander didn’t do enough to protect her when she was the victim of a scam and would like it to refund her the money she has lost. What happened Mrs K had been looking for remote job opportunities online wh... (5 pages)View decision -
Decision Reference DRN-5219993
7 Feb 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5219993 The complaint Mrs K is a director of the limited company T. This complaint is about what happened when Mrs K visited a branch of Lloyds Bank PLC to check on T’s business banking application. What happened Before I set out the details of this issue, I’d like to clarify that I... (3 pages)View decision -
Decision Reference DRN-5306552
7 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5306552 The complaint A company, which I will refer to as W, complains that Barclays Bank UK Plc closed its bank account without giving any notice. What happened W’s representatives told us: On 28 November 2023, Barclays closed W’s account without notice. The sudden and unexpect... (6 pages)View decision -
Decision Reference DRN-5314539
7 Feb 2025 North Edinburgh and Castle Credit Union Limited UpheldConsumer CreditDRN-5314539 The complaint Miss S says North Edinburgh and Castle Credit Union Limited, trading as Castle Community Bank (CCB), failed to carry proportionate affordability checks before it lent to her. What happened Miss S took out a personal loan through a credit immediately from CCB fo... (5 pages)View decision -
Decision Reference DRN-5122209
7 Feb 2025 Credit Resource Solutions Limited UpheldConsumer CreditDRN-5122209 The complaint Miss W complains that Credit Resource Solutions Limited (CRS) closed her account three times without giving a reason. What happened In January 2022 CRS was appointed as debt collector for a debt that Miss W owed her lender. Miss W had a debt management plan (D... (2 pages)View decision -
Decision Reference DRN-5298288
7 Feb 2025 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-5298288 The complaint Mr C has complained about the way Clydesdale Financial Services Limited trading as Barclays Partner Finance (“BPF”) administered a fixed sum loan agreement he’d taken out to buy a solar panel system. What happened The circumstances of the complaint are well kn... (5 pages)View decision -
Decision Reference DRN-4719853
7 Feb 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4719853 The complaint Miss N complains that Wise Payments Limited (‘Wise’) won’t refund the money she lost to a scam. She’s being represented. To keep things simple, I’ll refer to Miss N throughout this decision. What happened The background to this complaint is known to both parti... (3 pages)View decision
