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-4361985
5 Oct 2023 Lendable Ltd Not upheldConsumer CreditDRN-4361985 The complaint Mrs A believes Lendable Ltd trading as Autolend acted irresponsibly by agreeing a hire purchase agreement she’d applied for. What happened In December 2021, Mrs A was supplied with a used car through a hire purchase agreement with Lendable. She paid a deposit of £... (4 pages)View decision -
Decision Reference DRN-2833946
24 May 2021 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-2833946 The complaint Mr B complains that Tesco Personal Finance PLC trading as Tesco Bank refused the claim he brought under Section 75 of the Consumer Credit Act 1974. He wants the refund of monies he’s paid for a vehicle supplied with the wrong warranty. What happened Mr B tells us ... (4 pages)View decision -
Decision Reference DRN-5369249
20 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5369249 The complaint Mrs B complains that National Westminster Bank Public Limited Company (“NatWest”) has not refunded the money she lost to what she believes was a scam. Mrs B is represented in this case, but as the account is in her name and she made the payments, for simplicit... (4 pages)View decision -
Decision Reference DRN-2861961
10 Aug 2021 Starling Bank Limited Not upheldBanking and PaymentsDRN-2861961 The complaint Mr F complains that Starling Bank Limited decided he was liable for some transactions he disputed. He’s also unhappy that the bank didn’t step in to support him with his gambling. What happened Around November 2019, Mr F contacted Starling and said he didn’t recog... (4 pages)View decision -
Decision Reference DRN-5125225
22 Nov 2024 Accredited Insurance (Europe) Ltd Not upheldInsuranceDRN-5125225 The complaint Ms M complains about how Accredited Insurance (Europe) Ltd (“Accredited”) handled a claim under her car insurance policy. When I mention Accredited I also mean its suppliers and claims handling companies working on behalf of Accredited. What happened Ms M had a... (4 pages)View decision -
Decision Reference DRN-5053460
10 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5053460 The complaint Mr K complains that Revolut Ltd won’t refund money he says he lost when he was a victim of an investment scam. Mr K is represented by a firm I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refe... (7 pages)View decision -
Decision Reference DRN-3042822
14 Sep 2021 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-3042822 The complaint Mrs B complains about Toyota Financial Services (UK) Plc’s (“Toyota”) decision to provide her with a hire purchase agreement. She says that they didn’t carry out due diligence and didn’t carry out any checks on affordability. Mrs B’s husband represents Mrs B in he... (4 pages)View decision -
Decision Reference DRN-4752712
1 Nov 2024 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4752712 The complaint Mrs H complains that HSBC UK Bank Plc (HSBC) is refusing to refund her the amount she lost as the result of a scam. Mrs H is being represented by a third party. To keep things simple, I will refer to Mrs H throughout my decision. What happened The background of... (4 pages)View decision -
Decision Reference DRN-3799363
30 Mar 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3799363 The complaint Mr M complained about withdrawal fees applied to his charge card account by National Westminster Bank Plc (’NatWest’). He also complained about advice he received from his NatWest personal bank manager (‘PBM’). Mr M also said NatWest didn’t get his consent before ... (6 pages)View decision -
Decision Reference DRN-5026302
20 Feb 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5026302 The complaint Mr A complains that Barclays Bank UK PLC (‘Barclays’) won’t refund the money he says was lost as the result of a scam. What happened In January 2023, Mr A was looking for a builder to do work in his kitchen. He posted an advert on a genuine website which conne... (3 pages)View decision
