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 3981 results
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Decision Reference DRN6283081
20 May 2019 HSBC UK Bank Plc Not upheldBanking and creditMr B complains that HSBC UK Bank Plc didn’t accept a cash deposit that he’d asked a third party to make on his behalf. backgroundOn 19 February 2019, Mr B’s HSBC bank account balance was above his authorised overdraft limit. Mr B works during branch opening hours, ... (2 pages)View decision -
Decision Reference DRN-5447245
11 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5447245 The complaint Mr S complains HSBC UK Bank Plc (trading as first direct) didn’t do enough to protect him when he fell victim to a job scam. Mr S is being represented by a third party. However, to keep things simple, I will refer to Mr S throughout my decision. What happened T... (4 pages)View decision -
Decision Reference DRN-5498518
24 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5498518 The complaint Mr J complains that Revolut Ltd (‘Revolut’) hasn’t refunded the money he lost to a cryptocurrency investment scam. What happened The circumstances of the complaint are well-known to both parties, so I don’t intend to set these out in detail here. However, I wil... (11 pages)View decision -
Decision Reference DRN-5345255
19 Sep 2025 MBNA Limited Not upheldConsumer CreditDRN-5345255 The complaint Mr A has complained that MBNA Limited (MBNA) is holding him liable for a loan that he did not consent to. What happened Mr A states he did not take a loan with MBNA and that he is a victim of identity theft. A loan was applied for online with MBNA for £15,000... (4 pages)View decision -
Decision Reference DRN-3621998
25 Aug 2022 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-3621998 The complaint Mr F, who is represented by a third party, complains that Moneybarn No. 1 Limited (“Moneybarn) irresponsibly granted him a conditional sale agreement (“agreement”) he couldn’t afford to repay. What happened In January 2016, Mr F acquired a used car financed by an ... (2 pages)View decision -
Decision Reference DRN-2176230
21 Oct 2020 Gain Credit LLC Not upheldConsumer CreditDRN-2176230 The complaint Mrs G says Gain Credit LLC (trading as Lending Stream) irresponsibly lent to her. What happened This complaint is about two instalment loans provided by Lending Stream. A summary of the borrowing, based on information Lending Stream provided us can be found below;... (4 pages)View decision -
Decision Reference DRN-4399369
16 Oct 2023 Revolut Ltd Not upheldBanking and PaymentsDRN-4399369 The complaint Mr O complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an investment scam company, or to help him recover the money once he’d reported the scam. What happened The detailed background to this complaint is well known to bot... (4 pages)View decision -
Decision Reference DRN-4747114
5 Jun 2024 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-4747114 The complaint Mr H, who is represented by a third party, complains that Moneybarn No. 1 Limited (“Moneybarn) irresponsibly granted him a conditional sale agreement he couldn’t afford to repay. What happened In August 2019, Mr H acquired a used car financed by a conditional sale... (3 pages)View decision -
Decision Reference DRN7157204
5 Feb 2019 Forex Capital Markets Limited Not upheldInvestment and pensionsMr M complains about the way Forex Capital Markets Limited (FXCM) has operated his contracts for differences (CFD) trading accounts.backgroundMr M opened a CFD account with FXCM in early 2017. Later on he opened another account with the same firm. He traded for a whi... (9 pages)View decision -
Decision Reference DRN-3468034
31 May 2022 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-3468034 The complaint Mrs H complains that Marks & Spencer Financial Services Plc (M&S for short) has not met its obligations in regard to a transaction she made on her credit card to pay for a kitchen. What happened Mrs H, along with Mr H her husband (who is representing her),... (8 pages)View decision
