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-5281047
5 Feb 2025 The Royal Bank of Scotland Plc Not upheldMortgagesDRN-5281047 The complaint This complaint is about historic borrowing arrangements Mr A took out with The Royal Bank of Scotland Plc (RBS). The essence of the complaint is that Mr A believes RBS wrongly lent him money on an overdraft basis rather than as a mortgage in 2008, to help fund ... (3 pages)View decision -
Decision Reference DRN-4917215
5 Feb 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-4917215 The complaint Mrs A complains that Santander Consumer (UK) Plc trading as Santander Consumer Finance (“Santander”) wrongfully terminated a conditional sale agreement held with them. Mrs A also believes misrepresentations were made when the car was acquired under the agreemen... (4 pages)View decision -
Decision Reference DRN-5273204
5 Feb 2025 TSB Bank plc Not upheldMortgagesDRN-5273204 The complaint Miss L brings this complaint as executor of the estate of her late mother, Mrs L. The complaint is about a mortgage Mrs L (and her late husband, Mr L, died in 2001) took out in 1992, originally with Cheltenham & Gloucester, which later became part of TSB Ba... (4 pages)View decision -
Decision Reference DRN-5028665
5 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5028665 The complaint Mr M complains Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened Mr M said he saw an advert for a cryptocurrency investment opportunity online which was seemingly endorsed by a TV show. He enquired and Mr M sa... (11 pages)View decision -
Decision Reference DRN-4876026
5 Feb 2025 Advantage Finance Ltd UpheldConsumer CreditDRN-4876026 The complaint Mr V complains that a car acquired under a hire purchase (HP) agreement with Advantage Finance Ltd (‘Advantage’) wasn’t of satisfactory quality. What happened In July 2023 Mr V was supplied with a used car through a HP agreement with Advantage. The car was abou... (3 pages)View decision -
Decision Reference DRN-5289545
5 Feb 2025 Barclays Bank UK PLC Not upheldMortgagesDRN-5289545 The complaint This complaint is about an outstanding debt Mrs K owes to Barclays Bank UK PLC, jointly with her husband. The essence of the complaint is about how Barclays has treated Mrs K since her husband went missing around fifteen months ago. What happened In what follo... (2 pages)View decision -
Decision Reference DRN-5059209
5 Feb 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5059209 The complaint Mr S complains that Santander UK Plc (“Santander”) won’t refund the money he lost when he was the victim of a scam. What happened In November 2017, Mr S saw an advert online about an opportunity to invest in a company (Buy2let/Raedex Consortium Ltd – referred ... (8 pages)View decision -
Decision Reference DRN-4994913
5 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4994913 The complaint Mr S and Mr S complain that Barclays Bank UK PLC did not refund a series of payments they say they lost to a scam. As Mr S is the main complainant and recipient of the funds in the Barclays Bank UK PLC account, I will mostly refer to him throughout this decisio... (4 pages)View decision -
Decision Reference DRN-5141176
5 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5141176 The complaint Mr B complains that Revolut Ltd (‘Revolut’) won’t reimburse the funds he lost when he fell victim to a scam. What happened Mr B says that he was browsing on social media and found a celebrity endorsed advert for an investment platform I’ll refer to as F in thi... (5 pages)View decision -
Decision Reference DRN-4919174
5 Feb 2025 Lloyds Bank PLC UpheldConsumer CreditDRN-4919174 The complaint Miss A complains that Lloyds Bank PLC has not refunded a series of transactions she says she lost to a scam. What happened Miss A met an individual on social media I will refer to as ‘X’ who befriended her. He initially said he could help her recover a debt fro... (5 pages)View decision
