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 4009 results
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Decision Reference DRN6974034
12 Sep 2016 The Royal Bank of Scotland Plc Not upheldBanking and creditMr and Mrs C complain that The Royal Bank of Scotland Plc (RBS) is acting unfairly in holding them liable for money withdrawn from their accounts, and for repayment of a secured loan in their name. They say they have no recollection of being party to the withdrawals ... (3 pages)View decision -
Decision Reference DRN-5287417
27 Jan 2025 Aldermore Bank Plc UpheldConsumer CreditDRN-5287417 The complaint Mrs B has complained about the way Aldermore Bank PLC responded to claims she’d made under section 56 (“s.56”) and in relation to an alleged unfair relationship taking into account section 140A (“s.140A”) of the Consumer Credit Act 1974 (the “CCA”). Mrs B has b... (4 pages)View decision -
Decision Reference DRN9483176
18 Apr 2013 London Stone Securities Limited Not upheldInvestment and pensionsMr E complained that London Stone managed his share dealing account “in a self-serving, unacceptably high risk and irresponsible manner”, and that it placed unauthorised trades on his account. He said the trading strategy the firm used was inconsistent with his financial experience, the ... (5 pages)View decision -
Decision Reference DRN-4445613
5 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4445613 The complaint Mr R complains Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened Mr R said he saw an advertisement for an investment opportunity on social media which piqued his interest in part due to its professional nature... (11 pages)View decision -
Decision Reference DRN-5577794
8 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5577794 The complaint Miss S complains Santander UK Plc unfairly closed her account following transactions were made on her account she didn’t recognise. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of... (5 pages)View decision -
Decision Reference DRN-3662974
15 Sep 2022 FCE Bank Plc UpheldConsumer CreditDRN-3662974 The complaint Mr O complains that a new van supplied to him under a hire purchase agreement with FCE Bank Plc wasn’t of satisfactory quality. What happened Mr O acquired a new van in March 2020 financed through a hire purchase agreement with FCE. In October he brought a complai... (6 pages)View decision -
Decision Reference DRN6907153
8 Nov 2016 Lending Stream Llc Not upheldBanking and creditMr N has complained about short-term loans granted to him by Lending Stream LLC (“Lending Stream” or “the lender”). Mr N says he couldn’t afford these loans and he feels it was irresponsible of Lending Stream to have agreed them.backgroundThe background to the compla... (4 pages)View decision -
Decision Reference DRN-4521335
25 Jan 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4521335 The complaint Mr O complains about the way Santander UK Plc has handled a breach of contract claim he made in relation to a fitted kitchen he paid for using his credit card. For ease of reading, while both Mr and Mrs O have been involved in relevant correspondence, I’ll refer t... (8 pages)View decision -
Decision Reference DRN-4830715
3 Jun 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4830715 The complaint Ms T complains that Specialist Motor Finance Limited (SMFL) approved a Hire Purchase agreement for her without completing sufficient affordability checks. What happened In October 2019, Ms T acquired a used car financed through an agreement with SMFL. The cash pri... (6 pages)View decision -
Decision Reference DRN-4728280
10 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4728280 The complaint Mr P complains that Revolut Limited won’t refund money he lost when he was the victim of a scam. Mr P is represented by a firm that I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some... (12 pages)View decision
