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 3981 results
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Decision Reference DRN-4987974
27 Sep 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4987974 The complaint Miss N complains that Barclays Bank UK PLC did not refund a series of payments she lost to a scam. What happened Miss N fell victim to a task-based job scam, after she was contacted via a messaging platform about a remote job opportunity. She was told she had t... (3 pages)View decision -
Decision Reference DRN-4161387
7 Jun 2023 London Community Credit Union Limited UpheldConsumer CreditDRN-4161387 The complaint Ms B complains about London Community Credit Union Limited’s (“LCCU”) handling of a loan. What happened In summary: Ms B complains that she took out a loan with LCCU under duress and didn’t receive all of the loan funds. In 2019, Ms B says she was reliant on a thi... (8 pages)View decision -
Decision Reference DRN8907861
26 May 2016 Bank of Scotland Plc UpheldInvestment and pensionsMrs D complains that she was advised by Bank of Scotland Plc to take out an Annuity Growth Account instead of going into income drawdown.backgroundI issued my provisional decision on Mrs D’s complaint on 31 March 2016, which is attached. I said that I was minded to... (8 pages)View decision -
Decision Reference DRN-5185156
3 Dec 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5185156 The complaint Miss W complains that Moneybarn No 1 Ltd trading as Moneybarn didn’t sufficiently check she could afford to sustain the repayments for two conditional sale agreements she’d with them. In bringing her complaint Miss W is represented by a third party. For ease of... (5 pages)View decision -
Decision Reference DRN-4414104
27 Oct 2023 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4414104 The complaint Mr W complains that a used car he got with finance provided by Creation Consumer Finance Limited (CCF) is of unsatisfactory quality. What happened Mr W acquired this car near the start of April 2022. He noticed some issues straight away and contacted the supplying... (5 pages)View decision -
Decision Reference DRN-4544244
8 Jan 2024 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-4544244 The complaint Mr H has complained that Tesco Personal Finance PLC (“Tesco”) has unfairly turned down a claim he made under section 75 of the Consumer Credit Act 1974 (“CCA”). What happened In 2016, Mr H was called by someone who offered him a holiday to Tenerife. He was told th... (6 pages)View decision -
Decision Reference DRN-5501889
1 May 2025 First Response Finance Ltd Not upheldConsumer CreditDRN-5501889 The complaint Mr S, who is represented by a third party, complains that First Response Finance Limited (“First Response”) irresponsibly agreed to give him finance he says he couldn’t afford to repay. What happened In March 2018, Mr S acquired a used car financed by a fixed ... (3 pages)View decision -
Decision Reference DRN-3279612
31 May 2022 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-3279612 The complaint Mrs A complains that HSBC UK Bank Plc (HSBC) hasn’t refunded credit card payments she says she lost to an investment scam. What happened Mrs A has explained that in 2018 she received an email about an ‘investment opportunity’, and she decided to enter her phone nu... (7 pages)View decision -
Decision Reference DRN-5124984
9 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5124984 The complaint Mrs A complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known to... (5 pages)View decision -
Decision Reference DRN-4991961
29 Aug 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4991961 The complaint Miss T complains that Nationwide Building Society unfairly registered a marker about her at Cifas, the national fraud database and closed her account. What happened Miss T had an account with Nationwide. In December 2023, a payment of £9,800 was made into Miss... (7 pages)View decision
