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 DRN-3354721
22 Mar 2022 Everyday Lending Limited Not upheldConsumer CreditDRN-3354721 The complaint Mr C complains that Everyday Lending Limited (trading as Everyday Loans) was irresponsible to lend to him. What happened Mr C took out a loan with Everyday Loans on 17 July 2019. He borrowed £3,000 and was due to repay £274.26 monthly for 18 months, until 1 Januar... (4 pages)View decision -
Decision Reference DRN-5638964
24 Oct 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5638964 The complaint Mr P, who is represented by a third party, complains that MotoNovo Finance Limited (“MotoNovo”), irresponsibly granted him a hire purchase agreement he couldn’t afford to repay. What happened In March 2021 Mr P acquired a used car financed by a hire purchase a... (3 pages)View decision -
Decision Reference DRN-4748950
20 Dec 2024 Cambourne Financial Planning Limited Not upheldInvestmentsDRN-4748950 The complaint Mr C has complained about the management of his investments and the service, support and advice he and his late wife received from Cambourne Financial Planning Limited (‘Cambourne’). As a result, he says he has suffered a financial loss which he wants returned ... (8 pages)View decision -
Decision Reference DRN-2899520
16 Jul 2021 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-2899520 The complaint Mr B complains Clydesdale Bank Plc, trading as Virgin Money, had unfairly restricted access to his accounts. And despite providing information in line with its requirements, Virgin Money didn’t lift the restrictions. Mr B also complains he’s been discriminated aga... (5 pages)View decision -
Decision Reference DRN8333620
5 Jul 2018 Barclays Bank Plc UpheldBanking and creditMrs S and Ms S complain Barclays Bank Plc (“Barclays”) blocked and then closed their account without explanation.backgroundBarclays upheld the complaint accepting they’d made errors in their handling of this situation. They offered £150 compensation. And later told us this... (3 pages)View decision -
Decision Reference DRN-4897152
4 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4897152 The complaint Mr T complains that Revolut Ltd did not refund a series of payments he lost to a scam. What happened Mr T found an investment opportunity on social media and was added to a group led by two individuals. He was convinced to invest in a certain cryptocurrency coi... (3 pages)View decision -
Decision Reference DRN-1844346
8 Jun 2020 Pello Capital Limited UpheldInvestmentsDRN-1844346 The complaintMr M’s complaint is that Pello Capital Limited (‘Pello’) gave him unsuitable investment advice and led him into unsuitable investments. What happenedOne of our investigators provided a very detailed view on the complaint. In the main, she noted as follows: In Nove... (6 pages)View decision -
Decision Reference DRN-5089009
30 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5089009 The complaint Ms J complains that Revolut Limited won’t refund payments she made as part of a scam. What happened Ms J was initially represented on this complaint. For ease in my decision I’ll refer as though all communication has come from Ms J. Ms J fell victim to a job ... (4 pages)View decision -
Decision Reference DRN-3818261
3 Apr 2023 Tesco Personal Finance PLC Not upheldBanking and PaymentsDRN-3818261 The complaint Mrs T says that Tesco Personal Finance PLC, trading as Tesco Bank (who I’ll refer to as “Tesco”) unfairly declined her claims under the Consumer Credit Act 1974 (the ‘CCA’) in relation to a timeshare product she was sold. Mrs T has made a claim on behalf of hersel... (5 pages)View decision -
Decision Reference DRN-4826462
17 Jun 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4826462 The complaint Ms T complains that Barclays Bank UK PLC should reimburse her for money that was stolen after she left her local branch. Ms T has brought this complaint to us via her representative. But, to help keep things simpler, I’ll mostly refer in my decision to Ms T since ... (4 pages)View decision
