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 393318 results
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Decision Reference DRN-5872462
30 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5872462 The complaint Mr W complains that Santander UK Plc won’t refund him money that he believes was lost to an Authorised Push Payment (“APP”) scam. Mr W brings his complaint with the assistance of a professional representative, but for ease of reading I will refer to Mr W throu... (4 pages)View decision -
Decision Reference DRN-5735002
30 Oct 2025 Billing Finance Limited Not upheldConsumer CreditDRN-5735002 The complaint Mr M, through his representative complains that Billing Finance Limited lent to him irresponsibly. It was a vehicle finance agreement to assist Mr M to purchase a car. What happened On 7 December 2020, Mr M agreed to a finance agreement through Billing Finance ... (4 pages)View decision -
Decision Reference DRN-5290317
30 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5290317 The complaint Mr K is unhappy that Revolut Ltd have refused to refund transactions he said he didn’t authorise. What happened Mr K contacted Revolut to report that there were eight unauthorised transactions present on his account totalling just under £600. The transactions ... (3 pages)View decision -
Decision Reference DRN-5732195
30 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5732195 The complaint Miss T, on behalf of Q, is unhappy Lloyds Bank PLC (‘Lloyds’) has decided not to refund the money she lost, to what she believed was an Authorised Push Payment (‘APP’) scam. While the complaint was made from Q’s account with Lloyds, Miss T made the payment – s... (4 pages)View decision -
Decision Reference DRN-5666440
30 Oct 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5666440 The complaint Mr W complains that Capital One (Europe) plc trading as Capital One irresponsibly lent to him. Mr W is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as be... (2 pages)View decision -
Decision Reference DRN-5321392
30 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5321392 The complaint Ms O and Mr S are unhappy that Santander decided not to refund them after they say they were the victims of a scam. What happened Ms O and Mr S engaged the services of a builder – I’ll refer to as B. They made three payments to B in October 2024 totalling £19,... (4 pages)View decision -
Decision Reference DRN-5735044
30 Oct 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5735044 The complaint Miss L complains that Vanquis Bank Limited lent irresponsibly when it approved her credit card application and later increased the limit. What happened Miss L applied for a Vanquis credit card in July 2017. In her application, Miss L said she had an annual inc... (4 pages)View decision -
Decision Reference DRN-5584702
30 Oct 2025 Phoenix Life Limited Not upheldInsuranceDRN-5584702 The complaint This complaint has been brought by the trustee and executors acting on behalf of the estate of the late Mrs K. They complain that Phoenix Life Limited (Phoenix) acted unfairly when it didn’t pay a claim it made on the whole of life policy held by the late Mrs ... (5 pages)View decision -
Decision Reference DRN-5809265
30 Oct 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5809265 The complaint Mr M complains MotoNovo Finance Limited approved a vehicle finance agreement which he could not afford and so Mr M says it lent to him irresponsibly. He says that proper checks would have shown he already had a lot of debt. What happened In February 2024 Mr M w... (2 pages)View decision -
Decision Reference DRN-5730933
30 Oct 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5730933 The complaint Mr W complains that a car acquired under a hire purchase agreement with Oodle Financial Services Limited (“Oodle”) wasn’t of satisfactory quality when it was supplied to him. What happened Both parties are familiar with the background of this complaint so I wi... (3 pages)View decision