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 4014 results
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Decision Reference DRN-5369927
24 Mar 2025 Lendable Ltd Not upheldConsumer CreditDRN-5369927 The complaint Mr C complains that Lendable Ltd was irresponsible in its lending to him. He wants all interest and charges he has paid refunded and any adverse information removed from his credit file. He also wants an affordable repayment plan to be set up. What happened Mr ... (3 pages)View decision -
Decision Reference DRN0623324
20 Dec 2017 Capital One (Europe) plc Not upheldBanking and creditMiss W has complained that Capital One (Europe) plc lent to her irresponsibly.backgroundMiss W was given a Capital One credit card in January 2014, with a limit of £1,500. Then in June 2014, she was given a second, also with a limit of £1,500. Miss W feels the c... (2 pages)View decision -
Decision Reference DRN-5759881
19 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5759881 The complaint Mr K, who is represented, complains that Revolut Ltd wouldn’t reimburse him funds he lost after he was the victim of fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In late 2023, ... (5 pages)View decision -
Decision Reference DRN-5876834
9 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5876834 The complaint Mrs C complains that Revolut Ltd won’t refund money she lost when she fell victim to a job scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. Mrs C fell victim to a job scam in 2025... (3 pages)View decision -
Decision Reference DRN-4992602
25 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4992602 The complaint Mr L complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost to a job scam. He’s being represented by a firm of solicitors. To keep things simple, I’ll refer to Mr L throughout this decision. What happened The background to this complaint is kno... (9 pages)View decision -
Decision Reference DRN-3134056
29 Oct 2021 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-3134056 The complaint Mr H complains that Clydesdale Bank Plc has not treated him fairly in relation to claims he raised in relation to a series of credit card transactions he made, under section 75 of the Consumer Credit Act 1974 (“CCA”). What happened Mr H’s dispute is about four pay... (4 pages)View decision -
Decision Reference DRN-5748666
4 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5748666 The complaint Mr and Mrs S’ complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) ... (13 pages)View decision -
Decision Reference DRN-4771243
3 Mar 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-4771243 The complaint Mr H complains that J.P. Morgan Europe Limited, trading as Chase, won’t refund the money he lost when he fell victim to an investment scam. Mr H is being represented by a claims management company in this complaint. What happened The details of what happened ... (3 pages)View decision -
Decision Reference DRN6982917
17 May 2021 Capital One (Europe) plc Not upheldBanking and creditComplaint Mr S complains, in summary, that Capital One (Europe) plc did not do enough to help him recover all the money he had paid to an investment trading platform using his Capital One Mastercard credit card. Background After receiving a call from an entity offering investment trading, ... (4 pages)View decision -
Decision Reference DRN2925348
23 Aug 2013 HSBC Bank plc UpheldInvestment and pensionsMr and Mrs A have complained through a third party representative that advice they received from HSBC Bank Plc to place £20,000 in a medium ‘risk-rated’ fund of an investment bond was unsuitable for them.Specifically, they consider that the risk presented by this investment was too... (5 pages)View decision
