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 DRN-4987622
16 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4987622 The complaint Mr G complains that Revolut Ltd hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, I understand that between February and April 202... (9 pages)View decision -
Decision Reference DRN2656509
7 Jun 2018 Nationwide Building Society Not upheldBanking and creditMr K complains that Nationwide Building Society has used money from his savings account to pay off an old credit card debt. Mr K is represented by his daughter, Mrs T.backgroundMrs T told us that Nationwide wrote to her father at the end of November 2017 to say it ... (7 pages)View decision -
Decision Reference DRN-5373900
5 Mar 2025 Advantage Finance Ltd UpheldConsumer CreditDRN-5373900 The complaint Mr Z complains about the quality of a car supplied on finance by Advantage Finance Ltd (‘AF’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving disputes w... (10 pages)View decision -
Decision Reference DRN-4393910
11 Oct 2023 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4393910 The complaint Ms A complains that National Westminster Bank Plc (“NatWest”) unfairly declined her claim under section 75 of the Consumer Credit Act 1974 (the “CCA”) in relation to the purchase of a holiday club membership using her credit card. What happened In or around 2012, ... (5 pages)View decision -
Decision Reference DRN-4290318
10 Aug 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4290318 The complaint Mr L says that Barclays Bank UK PLC trading as Barclaycard (“Barclaycard”) acted unfairly in not upholding his claim under Section 75 of the Consumer Credit Act 1974 (“the CCA”) in relation to a timeshare product he purchased using his credit card with them. The c... (7 pages)View decision -
Decision Reference DRN-4987588
28 Aug 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4987588 The complaint Mrs I has complained about the way Creation Consumer Finance Ltd (“Creation”) responded to claims she’d made in relation to misrepresentation, breach of contract, and an alleged unfair relationship taking into account section 140A (“s.140A”) of the Consumer Cre... (8 pages)View decision -
Decision Reference DRN-5622473
19 Jun 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5622473 The complaint Mr M’s complaint is, in essence, that Barclays Bank UK PLC trading as Barclaycard (‘Barclaycard’) acted unfairly and unreasonably by (1) deciding against paying a claim under Section 75 of the CCA and (2) being party to an unfair credit relationship with him un... (9 pages)View decision -
Decision Reference DRN-5105932
31 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5105932 The complaint Mrs H complains that Monzo Bank Ltd (“Monzo”) won’t refund money she lost when she fell victim to an employment scam. Mrs H is being represented by solicitors in this complaint. What happened Mrs H fell victim to an employment scam in the summer of 2023. She ... (5 pages)View decision -
Decision Reference DRN-3771117
24 Oct 2022 Loans 2 Go Limited UpheldConsumer CreditDRN-3771117 The complaint Mr H complains about loans granted to him by Loans 2 Go Limited (“L2G”). He says that L2G shouldn’t have agreed to the loans because they were unaffordable for him. Mr H has brought his complaint to us via a claims management company but for simplicity I will refe... (4 pages)View decision -
Decision Reference DRN-5356259
26 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5356259 The complaint Mrs T complains that Revolut Ltd (‘Revolut’) won’t refund the money that she lost to an investment scam. She’s being represented by a firm of solicitors. To keep things simple, I’ll refer to Mrs T throughout this decision. What happened The background to this ... (13 pages)View decision
