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 5520 results
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Decision Reference DRN8167280
19 Dec 2014 National Westminster Bank Plc Not upheldBanking and creditMr V complains that National Westminster Bank Plc has refused to credit the value of transactions to his account that he denies making or otherwise authorising. backgroundOn 11 September 2014, 33 transactions were carried out using Mr V’s card and card details totalling £9,391.85. 11 of... (3 pages)View decision -
Decision Reference DRN-4252409
13 Dec 2023 Evolution Money Limited UpheldMortgagesDRN-4252409 The complaint Mr G complains that Evolution Money Limited (“Evolution”) mis-sold him a secured loan. Mr G has also brought a complaint against the lender about the lending decision and the action it took against him when he was in financial difficulties. I have dealt with that ... (7 pages)View decision -
Decision Reference DRN5846049
25 Aug 2015 The Royal Bank of Scotland Plc Not upheldBanking and creditMiss E complains that The Royal Bank of Scotland Plc will not refund a series of disputed debit card transactions made to her account which have affected her credit record.backgroundMiss E opened an account with RBS in January 2014. She has made a number of claims ... (2 pages)View decision -
Decision Reference DRN-3673745
19 Jan 2023 Nationwide Building Society Not upheldBanking and PaymentsDRN-3673745 The complaint The estate of Mr C complains that Nationwide Building Society won’t refund payments that had been disputed by him. What happened Mr C had raised a complaint with Nationwide before he passed away. This related to three payments to an online gambling merchant which ... (2 pages)View decision -
Decision Reference DRN-4058766
26 Apr 2023 Revolut Ltd Not upheldBanking and PaymentsDRN-4058766 The complaint Mr R complains that Revolut Ltd are holding him liable for payments that he says he didn’t make or otherwise authorise. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key... (2 pages)View decision -
Decision Reference DRN-4893015
8 Jul 2024 Zopa Bank Limited UpheldBanking and PaymentsDRN-4893015 Complaint Mr T has complained that Zopa Bank Limited (“Zopa”) irresponsibly increased the credit limit on his credit card. He is also unhappy that his card wasn’t blocked when he called up and asked for this to happen. Background In March 2021, Zopa provided Mr T with a credit ... (7 pages)View decision -
Decision Reference DRN-4665711
27 Jun 2024 Curve UK Limited Not upheldBanking and PaymentsDRN-4665711 The complaint Mr A complains that Curve UK Limited has irresponsibly allowed him to make payments and that it is now asking him to repay a payment it made to one of his creditors. What happened Mr A has a Curve account and uses its ‘Fronted’ facility. This enables a customer to... (5 pages)View decision -
Decision Reference DRN-3293600
18 Mar 2022 Retail Money Market Ltd UpheldConsumer CreditDRN-3293600 The complaint Mr M complains about the role played by Retail Money Market Limited (trading as RateSetter) in facilitating a finance agreement between him and a third party. What happened I set out what happened leading up to and in the course of Mr M’s complaint in my provision... (7 pages)View decision -
Decision Reference DRN-5421367
2 Sep 2025 Amplifi Capital (U.K.) Limited Not upheldConsumer CreditDRN-5421367 The complaint Mr D complains that Amplifi Capital (U.K.) Limited trading as Reevo (“Reevo”) irresponsibly provided him with a loan whilst he was struggling financially and had a gambling addiction. What happened Reevo provided Mr D with a loan for £1,500 on 2 December 2024 ... (3 pages)View decision -
Decision Reference DRN-5765057
17 Nov 2025 Santander UK Plc Not upheldConsumer CreditDRN-5765057 The complaint Mr L complains that Santander UK Plc was irresponsible in its lending to him. He wants all interest and charges removed from his loan and any negative information removed from his credit file. What happened Mr L was provided with a £8,000 loan by Santander in O... (3 pages)View decision