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-4848225
25 Jun 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4848225 The complaint Ms A complains that Revolut Ltd won’t refund money she lost when she fell victim to an investment scam. Ms A is being represented by a claims management company in her complaint. What happened The detailed background to this complaint is well known to both parties... (3 pages)View decision -
Decision Reference DRN-4074332
15 May 2023 Marsh Finance Ltd UpheldConsumer CreditDRN-4074332 The complaint Mrs G complains about the quality of a car she has been financing through an agreement with Marsh Finance Ltd, who I’ll call “Marsh”. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus... (3 pages)View decision -
Decision Reference DRN-3867322
21 Mar 2023 Chetwood Financial Limited Not upheldConsumer CreditDRN-3867322 The complaint Mr W is unhappy Chetwood Financial Limited (trading as BetterBorrow) is holding him liable for a loan applied for in his name as part of a scam. What happened The background to this complaint is well known to both parties, so I’ll only refer to some key events her... (4 pages)View decision -
Decision Reference DRN-3566637
30 Jun 2022 Indigo Michael Limited UpheldConsumer CreditDRN-3566637 The complaint Mr T (through a representative) has complained that Indigo Michael Limited (trading as Safety Net Credit (SNC)) provided him with a credit facility he couldn’t afford to repay. What happened Mr T approached SNC for a Safety Net facility in November 2016. This was ... (6 pages)View decision -
Decision Reference DRN-3003485
6 Sep 2021 Santander UK Plc Not upheldBanking and PaymentsDRN-3003485 The complaint The estate of Mr J complains that Santander UK Plc won’t refund a number of withdrawals made from its account, which it says it didn’t make. What happened The estate of Mr J says a number of different cash withdrawals made from Mr J’s account between May and Septe... (3 pages)View decision -
Decision Reference DRN0397045
28 Feb 2020 HSBC UK Bank Plc Not upheldBanking and creditComplaintMr K complains HSBC UK Bank Plc failed to refund him a large sum of money he says was debited from his current account without his permission. He also says they unfairly closed his account during what was a very difficult time for him. He wants them to refund him the amount of mon... (4 pages)View decision -
Decision Reference DRN-5626193
8 Aug 2025 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5626193 The complaint Mr A complains about the quality of a used car he acquired through a hire purchase agreement with FIRST RESPONSE FINANCE LIMITED (‘First Response’). Mr A says the car broke down very soon after he acquired it. He says he has been sold faulty goods, and his mone... (4 pages)View decision -
Decision Reference DRN-2809472
14 May 2021 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-2809472 The complaint Mr H complains that HSBC UK Bank Plc, trading as first direct, failed to process direct debit payments to a cryptocurrency firm, and refused to replace his debit card. What happened Mr H has an account with first direct. He used to use his debit card to make onlin... (2 pages)View decision -
Decision Reference DRN-3721819
27 Sep 2022 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-3721819 The complaint Mr P complains that National Westminster Bank Plc (NatWest) was unable to recover funds that were transferred to the wrong person. What happened The background to Mr P’s complaint and my initial conclusions were set out in my provisional decision. I said: On 30 Ap... (3 pages)View decision -
Decision Reference DRN-4744487
21 May 2024 Nationwide Building Society UpheldBanking and PaymentsDRN-4744487 The complaint Mr L complains Nationwide Building Society (“Nationwide”) debited £30 from his account without explanation and wants the transaction refunded. Mr L also complains that Nationwide has decided to close all his accounts despite his vulnerabilities. Mr L says Nationwi... (3 pages)View decision
