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
-
Decision Reference DRN-4269159
27 Jul 2023 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4269159 The complaint Mr N complains Creation Consumer Finance Ltd (Creation) charged interest on a loan following the end of a Buy Now Pay Later (“BNPL”) promotional period without warning him they would do so. He also complains about the overall service prov... (4 pages)View decision -
Decision Reference DRN-4465918
4 Nov 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4465918 The complaint Mrs H complains that Santander UK Plc won’t reimburse her after she lost money to an investment – that she now considers to have been a scam. What happened Mrs H has explained that she was introduced to an investment opportunity, that I’ll refer to as S, by a f... (6 pages)View decision -
Decision Reference DRN-4707673
26 Mar 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4707673 The complaint A, a limited company complains that Santander UK Plc closed its account without good reason and did not give it notice. A’s complaint has been brought to our service by its directors, Mr and Mrs V. What happened Mr and Mrs V’s company, A, had a business account wi... (7 pages)View decision -
Decision Reference DRN-2518391
2 Feb 2021 Amigo Loans Ltd UpheldConsumer CreditDRN-2518391 The Complaint Miss S has complained that Amigo Loans Ltd (“Amigo”) provided her with two unaffordable guarantor loans. She says that, if Amigo had carried out the right checks before providing her with the loans, it would have found that the loans were unaffordable for her. Bac... (28 pages)View decision -
Decision Reference DRN-5447011
29 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5447011 The complaint Ms B is unhappy that Revolut Ltd (“Revolut”) didn’t reimburse her after she fell victim to a scam. Ms B has brought her complaint with the assistance of a professional representative. For ease of reading, I will refer to Ms B throughout this decision. What ha... (7 pages)View decision -
Decision Reference DRN-5422604
15 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5422604 The complaint Mr A complains that Lloyds Bank Plc didn’t do enough to protect him from the financial harm caused by a job scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to both ... (4 pages)View decision -
Decision Reference DRN-5516457
10 Jun 2025 Bank of Scotland Plc Not upheldConsumer CreditDRN-5516457 The complaint Mr E complains about the quality of a used car he acquired through a personal contract purchase with Bank of Scotland plc trading as Black Horse (‘Black Horse’). Mr E says the car wasn’t of satisfactory quality as it has broken down. This is due to a fault that... (5 pages)View decision -
Decision Reference DRN5157168
12 Mar 2021 N.I.I.B. Group Limited UpheldBanking and creditMrs B (a representative) on behalf of the estate of Mr T complains that N.I.I.B. Group Limited trading as Northridge Finance (Northridge Finance) were irresponsible in approving a hire purchase agreement for Mr T; as she says, at the time, he was terminally ill, and the credit agreement wa... (11 pages)View decision -
Decision Reference DRN-3660482
10 Dec 2022 Nationwide Building Society Not upheldBanking and PaymentsDRN-3660482 The complaint Mr P complains that Nationwide Building Society won’t refund money he lost to what he describes as an investment scam. What happened Mr P has explained that in 2020, he made the following payments to Rodeler (trading as 24option) from his Nationwide account, using... (5 pages)View decision -
Decision Reference DRN-4884769
2 Jul 2024 Advantage Finance Ltd Not upheldConsumer CreditDRN-4884769 The complaint Miss B is complaining about Advantage Finance Ltd (AFL). She says they acted irresponsibly in lending to her and complains that this created an unfair relationship. Miss B’s complaint has been brought to us by a representative but for ease I’ve written as if we’ve... (4 pages)View decision
