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 163568 results
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Decision Reference DRN-5311362
5 Feb 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5311362 The complaint Mrs D complains that Wise Payments Limited trading as Wise (“Wise”) hasn’t protected her from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mrs D has e... (3 pages)View decision -
Decision Reference DRN-5232953
5 Feb 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5232953 The complaint Mr H complains that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding against paying a ... (25 pages)View decision -
Decision Reference DRN-4795947
5 Feb 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-4795947 The complaint Mrs M complains that the car she acquired through MotoNovo Finance Limited, t/a MotoNovo Finance (“MotoNovo”) wasn’t of satisfactory quality. Mrs M also complains that MotoNovo didn’t make her aware of the ballon payment payable at the end of credit agreement. ... (3 pages)View decision -
Decision Reference DRN-5283676
5 Feb 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5283676 The complaint Mrs A and Mr N’s complaint is, in essence, that Shawbrook Bank Limited (“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 (... (14 pages)View decision -
Decision Reference DRN-5151224
5 Feb 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5151224 The complaint Mr B complains that HSBC UK Bank Plc trading as first direct won’t refund money he lost when he fell victim to a scam. Mr B is being represented by a claims management company in this complaint. What happened In January 2021, Mr B invested in a company – Buy2... (8 pages)View decision -
Decision Reference DRN-4910251
5 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4910251 The complaint Mrs K is complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Mrs K fell victim to a job scam after she was approached on WhatsApp. She was told the job involved completing app optimisation tasks ... (9 pages)View decision -
Decision Reference DRN-5310947
5 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5310947 The complaint Mr M complains that Barclays Bank UK PLC trading as Barclaycard haven’t provided him with access to be able to view his credit card account information. What happened Mr M says that ever since he has had a Barclaycard account, he hasn’t been able to view his a... (5 pages)View decision -
Decision Reference DRN-5311114
5 Feb 2025 BNP Paribas Leasing Solutions Limited Not upheldConsumer CreditDRN-5311114 The complaint Ms D complains about a commercial printer supplied via hire agreement by BNP Paribas Leasing Solutions Limited (‘BNP’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my ... (4 pages)View decision -
Decision Reference DRN-5291335
5 Feb 2025 ZILCH TECHNOLOGY LIMITED Not upheldConsumer CreditDRN-5291335 The complaint Mr C complains that Zilch Technology Limited (Zilch) are unfairly reporting adverse credit on his credit file. What happened I set out the background to this complaint and my initial findings in my provisional decision dated 2 January 2025. What happened Mr C h... (4 pages)View decision -
Decision Reference DRN-4990155
5 Feb 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-4990155 The complaint Ms A complains about how Healthcare Finance Limited (‘HFL’) responded to a claim she made to it in respect of dental treatment she paid for using the fixed sum loan it provided. What happened While I might not comment on everything (only what I consider key) th... (6 pages)View decision
