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 157456 results
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Decision Reference DRN-5367487
3 Mar 2025 Metro Bank PLC UpheldConsumer CreditDRN-5367487 The complaint Mr L has complained about a loan Metro Bank PLC trading as Ratesetter provided to him. He says the loan was unaffordable and therefore shouldn’t have been given to him. What happened In February 2022 Mr L applied online for a £10,000 fixed sum loan with RateSet... (3 pages)View decision -
Decision Reference DRN-5367980
3 Mar 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5367980 The complaint Miss N has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which she paid for with credit it provided. What happened In September 2023, Miss N entered into a 25 month fixed sum loan ... (5 pages)View decision -
Decision Reference DRN-5140016
3 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5140016 The complaint Mrs J complains about Lloyds Bank PLC (“Lloyds”). She says that it failed to protect her from a scam and would like it to refund her the money she has lost. Mrs J’s complaint has been referred to this service by a professional representative but for the sake of... (3 pages)View decision -
Decision Reference DRN-5173015
3 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5173015 The complaint Mr N complains Revolut Ltd recorded a marker against him at Cifas, a national fraud database and closed his account. He doesn’t believe it has treated him fairly. What happened A summary of what happened is below. In February 2024, several payments came into Mr... (3 pages)View decision -
Decision Reference DRN-4965674
3 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4965674 The complaint Mr B complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost when he fell victim to a scam. What happened Mr B says that he received a call from someone who impersonated his bank and told him about suspected fraudulent transactions on his account... (4 pages)View decision -
Decision Reference DRN-4946660
3 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-4946660 The complaint Mr E complains that Santander UK Plc (‘Santander’) won’t reimburse the funds he lost when he says he fell victim to a scam. What happened Mr E was referred by a friend to a firm of solicitors I’ll refer to as S in this decision to submit a naturalisation appli... (2 pages)View decision -
Decision Reference DRN-5155244
3 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5155244 The complaint Mr M complains that Santander UK Plc won’t refund money he lost to a scam. Mr M is being represented by W. For ease, I have referred to comments made by W as being made by Mr M. What happened Mr M complains that he made the following faster payments as a result... (4 pages)View decision -
Decision Reference DRN-5044734
3 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5044734 The complaint Ms S is complaining that Monzo Bank Ltd didn’t do enough to prevent her falling victim to two scams and hasn’t reimbursed the payments she made to the scams. The complaint is brought on her behalf by a professional representative. What happened Ms S says she f... (3 pages)View decision -
Decision Reference DRN-5340845
3 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5340845 The complaint Mr A complains Wise Payments Limited charged him a series of currency conversion fees over a three-month period which he didn’t authorise. What happened Mr A explained he received a payment into his Wise account from a third party in late June 2024. Wise explai... (3 pages)View decision -
Decision Reference DRN-5346650
3 Mar 2025 Brent Shrine Credit Union Limited Not upheldConsumer CreditDRN-5346650 The complaint Mrs M says Brent Shrine Credit Union Limited, trading as My Community Bank (MCB), irresponsibly lent to her. What happened Mrs M took out a 24-month loan for £4,000 on 30 September 2019. The monthly repayments were £229.75 and the total repayable was £5,518.45... (3 pages)View decision
