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-5805780
20 Oct 2025 Charter Court Financial Services Limited Not upheldBanking and PaymentsDRN-5805780 The complaint Mr I complains Charter Court Financial Services Limited trading as Charter Savings Bank (CSB) delayed transferring funds he instructed it to. He also complains it closed his account without his agreement and disclosed sensitive information to a third party caus... (3 pages)View decision -
Decision Reference DRN-4707564
17 May 2024 Shawbrook Bank Limited UpheldConsumer CreditDRN-4707564 The complaint Mr S complains about the outcome of a claim he made to Shawbrook Bank Limited in relation to windows he purchased with finance under a fixed sum loan agreement. He is represented in this complaint by a third party, but for ease of reference I’ll refer to submissio... (21 pages)View decision -
Decision Reference DRN-5405117
21 May 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5405117 The complaint Mr F complains that Revolut Ltd didn’t do enough to protect him when he was making payments toward an investment scam. He also complains it’s not refunded him since the scam was reported. What happened Mr F saw an advert for a cryptocurrency investment opport... (12 pages)View decision -
Decision Reference DRN5572496
28 Jan 2016 Clydesdale Financial Services Limited UpheldBanking and creditMr T1 brings this complaint on behalf of his father, Mr T2. He complains that Clydesdale Financial Services Limited, trading as Barclays Partner Finance (“Barclays”), mis-sold his father three loans, and wrongly rejected his claim under section 75 of the Consumer Credit ... (3 pages)View decision -
Decision Reference DRN-4865442
8 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4865442 The complaint Mrs P complains that Revolut Ltd (‘Revolut’) won’t reimburse the funds she lost when she fell victim to a scam. What happened What Mrs P says Mrs P says that she was looking for part time remote job opportunities when she was contacted by someone on a messagin... (14 pages)View decision -
Decision Reference DRN-5497198
12 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5497198 The complaint Mr K is unhappy that Revolut Ltd haven’t refunded money he lost as a result of a scam. Mr K is being represented by a legal representative but for ease of reference I’ll only refer to Mr K here. What happened The detailed background to this complaint is well ... (7 pages)View decision -
Decision Reference DRN-4418847
5 Mar 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4418847 Complaint Mr H is unhappy that Starling Bank Limited hasn’t reimbursed him after he fell victim to an investment scam. Mr H is represented in bringing this complaint, but for simplicity’s sake I’ve generally referred to him in the text of the decision. Background In January 202... (2 pages)View decision -
Decision Reference DRN-4424536
23 Feb 2024 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4424536 The complaint Mr N complains about Lloyds Bank PLC. He says that Lloyds didn’t do enough to protect him when he became the victim of a scam and would like Lloyds to refund him the money he has lost as a result. What happened Mr S was looking online to try and find an investor f... (3 pages)View decision -
Decision Reference DRN5761316
13 May 2019 Blue Motor Finance Ltd UpheldBanking and creditMr C complains that a pick-up truck he acquired through a hire purchase agreement financed by Blue Motor Finance Ltd wasn’t of satisfactory quality. backgroundThe lengthy background to this complaint, and my conclusions, were set out in my provisional decisions dated 9... (21 pages)View decision -
Decision Reference DRN4734886
11 Mar 2019 Casheuronet UK LLC UpheldBanking and creditMiss N has complained about payday loans she took out with Casheuronet UK LLC (trading as “Quick Quid”). She’s said Quick Quid gave her numerous loans when they were unaffordable for her as she was already deep in debt. backgroundI attach my provisional decision of 22... (15 pages)View decision
