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-4685622
10 May 2024 Santander UK Plc UpheldBanking and PaymentsDRN-4685622 The complaint Mrs C and Mr C complain that Santander UK Plc is refusing to refund them the amount they lost as the result of a scam. Mrs and Mr C are being represented by a third party. To keep things simple, I will refer to Mrs and Mr C throughout my decision. What happened Th... (5 pages)View decision -
Decision Reference DRN-5110612
28 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5110612 The complaint Mrs T complains that Revolut Ltd won’t refund money she lost to a scam. What happened Mrs T said the following transactions were made as a result of a cryptocurrency investment scam. Payment Date Type of transaction Amount 1 2 February 2023 Debit card payment ... (9 pages)View decision -
Decision Reference DRN-4890162
4 Jul 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4890162 The complaint Mr C complains that TSB Bank plc could not resolve a technical error which prevented payments, and they provided him with poor customer service. What happened Mr C says there were a number of issues which he’s had with TSB. He had tried to make deposits with other... (3 pages)View decision -
Decision Reference DRN-5094122
21 Oct 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5094122 The complaint Mrs B 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-5988841
1 Dec 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5988841 The complaint Mrs Q complains that Kroo Bank Ltd (“Kroo”) won’t refund payments made as part of a scam. Mrs Q is being represented by her son, Mr Q, in bringing this complaint. What happened The detailed background to this complaint is well known to the parties and has bee... (5 pages)View decision -
Decision Reference DRN-3761330
21 Oct 2022 Loanchoice Limited UpheldConsumer CreditDRN-3761330 The complaint Mr M complains Loanchoice Limited provided him with loans that he couldn’t afford to repay them. He also says these loans put him in a debt cycle. What happened Mr M initially complaint about 10 home collected loans advanced between September 2018 and December 202... (12 pages)View decision -
Decision Reference DRN6746208
12 Oct 2020 Specialist Motor Finance Limited UpheldBanking and creditMr S complains that Specialist Motor Finance Limited (SMFL) didn’t complete appropriate checks before accepting his application for a hire purchase agreement. He says had it done so it would have seen the lending was unaffordable. Mr S also complains that after he requested to voluntary te... (11 pages)View decision -
Decision Reference DRN6522985
28 Feb 2020 Positive Solutions (Financial Services) Ltd UpheldInvestment and pensionssummary of complaintMr S’s complaint is that Positive Solutions (Financial Services) Limited gave him unsuitable advice to transfer his pensions to a self-invested personal pension (SIPP) in order to invest in an overseas property investment scheme with Harlequin Property. That scheme has ... (36 pages)View decision -
Decision Reference DRN-3424629
19 Apr 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3424629 The complaint Mrs S has complained that Everyday Lending Limited trading as Everyday Loans (“EDL”) was irresponsible to have agreed credit for her. What happened EDL provided Mrs S with a loan of £2,000 in September 2019. The total amount of £3,870, including i... (3 pages)View decision -
Decision Reference DRN-4945090
5 Aug 2024 Atom Bank PLC Not upheldBanking and PaymentsDRN-4945090 The complaint Mr W complains that Atom Bank PLC (Atom) is refusing to refund him the amount he lost as the result of a scam. Mr W is being represented by a third party. To keep things simple, I will refer to Mr W throughout my decision. What happened The background of this c... (4 pages)View decision
