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-4954418
24 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4954418 The complaint Mr A complains Revolut Ltd didn’t do enough to protect him when he fell victim to a job scam. What happened Mr A has an account with Revolut and has been a customer for over six years. He has an account elsewhere with a business who I’ll refer to as “L” through... (2 pages)View decision -
Decision Reference DRN-4794346
24 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4794346 The complaint Miss B complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. Miss B is being represented by a third party. To keep things simple, I will refer to Miss B throughout my decision. What happened The background o... (5 pages)View decision -
Decision Reference DRN-5191083
24 Jan 2025 Telefonica UK Limited Not upheldConsumer CreditDRN-5191083 The complaint Mr J complains about the quality several mobile telephone devices, each bought using a fixed sum loan agreement with Telefonica UK Limited trading as O2. What happened In March 2023, Mr J contacted Telefonica to talk about some problems he had with a mobile tel... (3 pages)View decision -
Decision Reference DRN-4787309
24 Jan 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4787309 The complaint Mrs K complains that BMW Financial Services (GB) Limited trading as MINI Financial Services (“BMWFS”) overcharged her when she settled her agreement early. What happened Mrs K acquired a used car under a 36 month hire purchase agreement with BMWFS in early Dece... (5 pages)View decision -
Decision Reference DRN-5281397
24 Jan 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5281397 The complaint Mr A and Miss A complain that HSBC UK Bank Plc unfairly restricted and then closed their account. As the main complainant and for ease, I’ll mostly refer to Mr A in my decision. What happened Around April, HSBC restricted Mr A’s account and later decided to clo... (4 pages)View decision -
Decision Reference DRN-5252228
24 Jan 2025 Lendable Ltd Not upheldConsumer CreditDRN-5252228 The complaint Mr B complains that Lendable Ltd was irresponsible in its lending to him. He wants all interest and fees he paid on the loans refunded. What happened Mr B was provided with two loans by Lendable. Loan one (£7,000) was provided in June 2019 and was repayable ove... (4 pages)View decision -
Decision Reference DRN-5240947
24 Jan 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5240947 Complaint Mrs O has complained about a credit card and subsequent credit limit increases that Barclays Bank UK PLC (trading as “Barclaycard”) provided to her. She says the credit card and limit increases were not affordable for her and so shouldn’t have been provided. Backg... (9 pages)View decision -
Decision Reference DRN-4869994
24 Jan 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4869994 The complaint Mr S complains the car supplied to him by BMW Financial Services(GB) Limited trading as Alphera Financial Services (BMWFS) was misrepresented – he says it doesn’t achieve the stated mileage range. What happened In July 2023, Mr S entered into a 36 month person... (4 pages)View decision -
Decision Reference DRN-5265947
24 Jan 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5265947 The complaint Miss M says Vanquis Bank Limited irresponsibly lent to her. What happened Miss M took out a credit card on 30 January 2019. She was given a £500 credit limit. This was not increased. Miss M says she should not have been given this card; she was a full- time stu... (3 pages)View decision -
Decision Reference DRN-5213827
24 Jan 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5213827 The complaint R, a small business, complains that Lloyds Bank Plc abruptly closed their accounts, which led to them incurring costs. They’d like the bank to reimburse them for these costs. R is represented by a director, Mr H. What happened R held several accounts with Llo... (3 pages)View decision
