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 5443 results
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Decision Reference DRN-2532418
1 Feb 2021 Revolut Ltd Not upheldBanking and PaymentsDRN-2532418 The complaint Mr R complains that Revolut Ltd (Revolut) refused to accept a payment into his account. What happened Mr R says following receiving winnings from a well-known online betting company, he arranged for the proceeds to be paid into his account with Revolut. Mr R says ... (2 pages)View decision -
Decision Reference DRN-4516267
24 Apr 2024 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-4516267 The complaint X complains about Barclays Bank UK PLC. They say that Barclays didn’t do enough to protect him when they became the victim of a scam and would like Barclays to refund the money that has been lost. What happened In November 2022, X came across an opportunity on Ins... (3 pages)View decision -
Decision Reference DRN-6132841
5 Feb 2026 NewDay Ltd UpheldBanking and PaymentsDRN-6132841 The complaint Mr M complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved his credit card application and later increased the limit. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I sa... (5 pages)View decision -
Decision Reference DRN-3677618
1 Sep 2022 Evergreen Finance London Limited UpheldConsumer CreditDRN-3677618 The complaint Miss M complains that the loans she had from Evergreen Finance London Limited (trading as Moneyboat) were unaffordable to her. What happened Miss M had three loans from Moneyboat between April 2021 and June 2021 as follows: Loan Date Amount Term Monthly Repayment ... (3 pages)View decision -
Decision Reference DRN-3756933
31 Oct 2022 Chetwood Financial Limited Not upheldConsumer CreditDRN-3756933 Complaint Mr O has complained about a personal loan Chetwood Financial Limited (trading as “Better Borrow”) provided to him. He says the loan was provided irresponsibly proportionate checks would have shown that he was gambling unsustainable sums of money. Background Better Bor... (3 pages)View decision -
Decision Reference DRN-5172084
4 Dec 2024 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5172084 The complaint Mr G’s complaint arises out of a current account held with The Royal Bank of Scotland Plc. Mr G is unhappy that RBS blocked transactions on the account, as a result of which Mr G needed to open a second current account with a different bank. This left a credit... (2 pages)View decision -
Decision Reference DRN-4999497
23 Sep 2024 Chetwood Financial Limited Not upheldBanking and PaymentsDRN-4999497 Complaint Mr T has complained about a credit card Chetwood Financial Limited (trading as “Wave”) provided to him. He says that sufficient checks weren’t carried out before he was provided with the credit card. Background In June 2022, Wave provided Mr T with a credit card w... (3 pages)View decision -
Decision Reference DRN-3114944
29 Mar 2022 National Westminster Bank Plc UpheldConsumer CreditDRN-3114944 The complaint Mr D complains National Westminster Bank Plc lent to him irresponsibly. What happened Mr D applied to NatWest for lending on a number of occasions including for a £7,500 loan in May 2019 and a £10,000 loan in March 2020. Both loans were approved. In 2020 Mr D comp... (3 pages)View decision -
Decision Reference DRN-5470147
23 Apr 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5470147 The complaint Mr S complains that Vanquis Bank Limited irresponsibly lent to him. Mr S is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr S himself. What happen... (2 pages)View decision -
Decision Reference DRN-1350916
10 Jan 2020 Santander UK Plc Not upheldBanking and PaymentsThe complaint Mr P complains about charges Santander UK Plc has applied to his credit card account. What happened Mr P complained to Santander about charges applied to his credit card for cash transactions. Santander said the fees and charges had been applied correctly and in line with the... (2 pages)View decision