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-5594150
19 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5594150 The complaint Mr H’s complaint is, in essence, that Lloyds Bank PLC (the ‘Lender’) acted unfairly and unreasonably by (1) deciding against paying a claim under Section 75 of the Consumer Credit Act 1974 – as amended - (the “CCA”) and (2) participating in an unfair credit rel... (8 pages)View decision -
Decision Reference DRN-5359713
19 Jun 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5359713 The complaint Miss M is unhappy with the with the amount of money BMW Financial Services(GB) Limited trading as Alphera Financial (Alphera) asked her to pay after her finance agreement with them was settled. When I refer to what Miss M or Alphera have said or done, it shoul... (3 pages)View decision -
Decision Reference DRN-5634946
19 Jun 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5634946 The complaint Mrs G’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to unfair credit relationships with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding ... (43 pages)View decision -
Decision Reference DRN-5605293
19 Jun 2025 Paragon Bank Plc Not upheldBanking and PaymentsDRN-5605293 The complaint Mr T complains about the service he received from Paragon Bank Plc (“Paragon”) when transferring his funds into what he believed was an ISA. In particular, Mr T Paragon says Paragon failed to make it clear he wasn’t transferring his funds into an ISA and that i... (5 pages)View decision -
Decision Reference DRN-5139191
19 Jun 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5139191 The complaint Ms K has complained about Wise Payments Limited not refunding several payments she says she made and lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summary, Ms K fell victim ... (3 pages)View decision -
Decision Reference DRN-5137938
19 Jun 2025 VIVA WALLET.COM LTD UpheldBanking and PaymentsDRN-5137938 The complaint A company, T, complains VIVAWALLET.COM trading as Viva.com (“Viva”) won’t refund transactions made from the company’s account which it says it didn’t make or authorise. T is represented by one of its directors, Mr F. What happened Mr F says his phone was stol... (3 pages)View decision -
Decision Reference DRN-5634833
19 Jun 2025 Tandem Motor Finance Limited UpheldConsumer CreditDRN-5634833 The complaint Mr T is complaining about Tandem Motor Finance Limited trading as 1st Stop Car Finance (1 st Stop). He says they were irresponsible in lending to him because the repayments were unaffordable. Mr T is represented by a third party but for ease, I’ve written as if... (8 pages)View decision -
Decision Reference DRN-5617268
19 Jun 2025 Skipton Building Society Not upheldBanking and PaymentsDRN-5617268 The complaint Miss K complains that Skipton Building Society (“Skipton”) failed to take any action to ensure her ISA on maturity received the best available rate on offer. Miss K believes Skipton’s maturity process is designed to make it more difficult to achieve a good outc... (5 pages)View decision -
Decision Reference DRN-5593033
19 Jun 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5593033 The complaint Miss M complains that Wise Payments Limited won’t refund payments she made as a result of a scam. What happened Miss M was the victim of a job scam involving the following payments from her newly opened Wise account: Ref Date Description Amount 1 26 August 2023... (3 pages)View decision -
Decision Reference DRN-5593028
19 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5593028 The complaint Miss M complains that Bank of Scotland plc won’t refund payments she made as a result of a scam. What happened Miss M was the victim of a job scam involving the following payments from her Bank of Scotland account: Ref Date Description Amount 1 25 August 2023 P... (3 pages)View decision
