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 392389 results
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Decision Reference DRN-5930661
6 Nov 2025 THE CO-OPERATIVE BANK P.L.C. UpheldBanking and PaymentsDRN-5930661 The complaint P, a company, complains that THE CO-OPERATIVE BANK P.L.C. reversed a refund for a disputed direct debit payment. The complaint is made by Miss P, as a director of P. What happened On 17 February 2025, P’s phone provider, B, claimed a direct debit payment of ove... (3 pages)View decision -
Decision Reference DRN-5865553
6 Nov 2025 Lendable Ltd UpheldConsumer CreditDRN-5865553 The complaint Mr J is unhappy with the car supplied under the hire purchase agreement with Lendable Ltd trading as Autolend (Autolend). When I refer to what Mr J and Autolend have said or did, it should also be taken to include things said or done on their behalf. What hap... (6 pages)View decision -
Decision Reference DRN-5927564
6 Nov 2025 The Royal Bank of Scotland Plc UpheldMortgagesDRN-5927564 The complaint Mr S and Miss P complain about how The Royal Bank of Scotland Plc, trading as The One Account, has treated them since it agreed to extend their mortgage term in 2022. They say RBS unfairly instructed solicitors and put pressure on them to pay more, despite them... (7 pages)View decision -
Decision Reference DRN-5904688
6 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5904688 The complaint Mr H complains that Barclays Bank UK PLC trading as Barclaycard irresponsibly lent to him. What happened Mr H was approved for a Barclaycard account in March 2019, with a £8,800 credit limit. Mr H says that this was irresponsibly lent to him, and he made a comp... (2 pages)View decision -
Decision Reference DRN-5931551
6 Nov 2025 PROPEL HOLDINGS (UK) LIMITED Not upheldConsumer CreditDRN-5931551 The complaint Miss W complains Propel Holdings (UK) Limited trading as Quidmarket irresponsibly lent to her. What happened Miss W took four loans with Quidmarket as follows: Loan No. Loan Amount Agreement date Repayment date Term (months) Monthly repayment 1 £30023/04/2022 ... (5 pages)View decision -
Decision Reference DRN-5714166
6 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5714166 The complaint Mr S complains that Lloyds Bank PLC (Lloyds) is refusing to refund him the amount he lost as the result of a scam. Mr S is being represented by a third party. To keep things simple, I will refer to Mr S throughout my decision. What happened The background of th... (5 pages)View decision -
Decision Reference DRN-5931587
6 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5931587 The complaint Miss E complains Revolut Ltd acted unfairly by not refunding a payment she made using her debit card. What happened In December 2024, Miss E purchased a bracelet and trainers from a company I’ll refer to as S. She paid a total of £4,697.95 using her Revolut debit ... (4 pages)View decision -
Decision Reference DRN-5753009
6 Nov 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5753009 The complaint Mr F complains that Clydesdale Bank Plc trading as Virgin Money irresponsibly lent to him. What happened Mr F was approved for a Virgin Money credit card in December 2024 with a £7,500 credit limit. Mr F says that this was lent irresponsibly to him. Mr F made a... (2 pages)View decision -
Decision Reference DRN-5679389
6 Nov 2025 Eurochange Limited Not upheldBanking and PaymentsDRN-5679389 The complaint Mr B is unhappy with Eurochange Limited. Mr B said Eurochange mis-sold him a Travel Money Card (TMC) in one of its branches. Mr B said this mis-sale led to him losing £172 and he would like Eurochange to repay him. What happened Mr B said he was clearly told... (4 pages)View decision -
Decision Reference DRN-5931200
6 Nov 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldConsumer CreditDRN-5931200 The complaint Mr C says National Westminster Bank Plc (‘NatWest’), irresponsibly lent to him. He says that it didn’t take reasonable steps to ensure he could afford the repayments towards three personal loans. And it has lent to him whilst knowing he had other debt. He says ... (5 pages)View decision