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 4037 results
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Decision Reference DRN-3736318
25 Nov 2022 National Westminster Bank Plc Not upheldConsumer CreditDRN-3736318 The complaint Ms I complains that National Westminster Bank Plc accepted a £10,000 loan application that she didn’t apply for because she wasn’t in the country. Ms I added that NatWest then failed to contact her to discuss the payments that subsequently left her account. Ms I i... (2 pages)View decision -
Decision Reference DRN3614766
10 Dec 2014 The Royal Bank of Scotland Plc UpheldPayment protection insurance (PPI)Mr A’s complaint is about how The Royal Bank of Scotland Plc (RBS) has used the compensation it offered for three mis-sold payment protection insurance (PPI) policies. Mr A wants RBS to pay all the compensation directly to him.backgroundMr A originally complained to RBS about the mis-sa... (5 pages)View decision -
Decision Reference DRN8676078
23 Jul 2018 Casheuronet UK LLC UpheldBanking and creditMr H complains that CashEuroNet UK LLC trading as Quick Quid and as Pounds to Pocket made irresponsible lending decisions and lent him money he could not afford to repay.backgroundCEN advanced credit to Mr H in the form of ten payday loans and one FlexCredit account. ... (10 pages)View decision -
Decision Reference DRN-3870699
12 Jul 2023 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-3870699 The complaint Miss A complains that Barclays Bank UK PLC (“Barclays”) won’t refund money she lost to an investment scam. Miss A is being represented by a claims management company in bringing this complaint. What happened The detailed background to this complaint is well known ... (3 pages)View decision -
Decision Reference DRN-3200278
1 Feb 2022 Startline Motor Finance Limited UpheldConsumer CreditDRN-3200278 The complaint Mrs M has complained about credit granted to her by Startline Motor Finance Limited (“Startline”). She says she was in financial difficulty at the time and Startline didn’t carry out adequate checks before lending to her. What happened Startline agreed credit for ... (6 pages)View decision -
Decision Reference DRN-5979522
27 Nov 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5979522 The complaint Mr N complains that Nationwide Building Society (‘Nationwide’) won’t refund money he lost as a result of a scam. What happened In and around January/February 2024, Mr N was looking for a part time job in order to earn some passive income. Mr N said he received... (8 pages)View decision -
Decision Reference DRN-5016606
8 Apr 2025 JBR Capital Limited Not upheldConsumer CreditDRN-5016606 The complaint Mr O complains that JBR Capital Limited (JBR), incorrectly registered a Cifas fraud marker against him. What happened Mr O said he realised in September 2023 that a Cifas fraud marker was applied to his credit file in November 2021 after he applied and was decl... (3 pages)View decision -
Decision Reference DRN-5932617
6 Nov 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5932617 The complaint Mr A has complained about Capital One (Europe) plc’s offer to settle his claim under Section 56 of the Consumer Credit Act 1974 (‘Section 56’). What happened In 2022, Mr A bought a motorhome from a company I’ll refer to as ‘X’ for £53,290. Mr A paid X a £2,000 ... (6 pages)View decision -
Decision Reference DRN-5469374
18 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5469374 The complaint Miss P complains that Santander UK Plc has declined to refund payments she made as part of a scam. What happened Miss P was looking to generate some extra income, and was introduced to an investment by the wife of a work colleague. This investment was with a c... (3 pages)View decision -
Decision Reference DRN-3766677
26 Jan 2023 FACET INVESTMENT MANAGEMENT LTD Not upheldPensions and AnnuitiesDRN-3766677 The complaint Mr E complains that FACET INVESTMENT MANAGEMENT LTD (FACET), in its role as his discretionary fund manager (DFM), invested the funds within his personal pension inappropriately. In this complaint Mr E is represented by a professional third-party, but for clarity I... (4 pages)View decision
