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-4193144
6 Sep 2023 Advantage Finance Ltd Not upheldConsumer CreditDRN-4193144 The complaint Mrs Z complains that Advantage Finance Ltd (AFL) approved a Hire Purchase Agreement for her without completing adequate affordability checks. What happened In July 2019, Mrs Z acquired a used car from a dealership, financed through an agreement with AFL. The cash ... (5 pages)View decision -
Decision Reference DRN-4347015
13 Sep 2023 Klarna Bank AB (publ) Not upheldConsumer CreditDRN-4347015 The complaint Mr G complains that Klarna Bank AB (publ) “Klarna” unfairly holds him responsible for lending he says he didn’t authorise. What happened Mr G says that in December 2021 he noticed he’d been paying a monthly direct debit he didn’t recognise to Klarna. He raised the... (4 pages)View decision -
Decision Reference DRN-4004855
5 Apr 2023 Santander UK Plc UpheldBanking and PaymentsDRN-4004855 The complaint Miss B complains that Santander UK Plc didn’t process cheques she paid into her business account. What happened Miss B explains that due to difficulties accessing a branch of Santander she was told she could pay in cheques through a third-party business. She did t... (2 pages)View decision -
Decision Reference DRN-4966346
17 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4966346 The complaint Mr B is unhappy that Revolut Ltd haven’t refunded money he lost as a result of a scam. Mr B is being represented by a claims management company but for ease of reference I’ll only refer to Mr B here. What happened The detailed background to this complaint is ... (10 pages)View decision -
Decision Reference DRN-5195399
9 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-5195399 The complaint Miss D complains that Revolut Limited won’t refund money she lost when she was the victim of a scam. Miss D is represented by a firm that I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll only refer t... (14 pages)View decision -
Decision Reference DRN-4473664
23 Nov 2023 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4473664 The complaint Miss W is complaining about Moneybarn No.1 Limited (Moneybarn). She says they shouldn’t have lent to her as the loan was unaffordable. Miss M’s complaint was brought to our service by a representative but for ease I’ve written as if we’ve dealt directly with her.... (4 pages)View decision -
Decision Reference DRN-2135397
2 Feb 2021 etika Finance UK Limited Not upheldConsumer CreditDRN-2135397 The complaint Ms S feels that Etika Finance UK Limited has treated her unfairly in relation some cosmetic goods and services she purchased from a salon with a finance agreement. What happened In October 2018 Ms S entered into a contract for some cosmetic goods and cosmetic serv... (4 pages)View decision -
Decision Reference DRN3311132
14 Jan 2014 National Westminster Bank Plc Not upheldBanking and creditMr W complains that National Westminster Bank Plc (“NatWest”) did not explain the chargeback process properly when he tried to get approximately £7,500 he had paid to a third party refunded.background I issued a provisional decision on 29 November 2013 about this complaint. Mr W had paid... (2 pages)View decision -
Decision Reference DRN-3818333
23 Dec 2022 Nationwide Building Society UpheldBanking and PaymentsDRN-3818333 The complaint Mr and Mrs P are complaining that Nationwide hasn’t refunded an amount that they paid for a coach holiday on their debit card. What happened The facts of this complaint are well known to all parties, so I won't set them out in detail again. But, in summary Mr... (3 pages)View decision -
Decision Reference DRN4334032
5 Oct 2020 Nationwide Building Society UpheldBanking and creditComplaint Mr M complains that as a result of a fraudulent cheque being paid into his Nationwide Building Society account; he’s being asked to pay a debt back made up of a series of disputed transactions he says he didn’t make or otherwise authorise. Mr M has been helped with his complaint ... (4 pages)View decision
