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-5755290
26 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldConsumer CreditDRN-5755290 The complaint Mr V complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) was irresponsible in its lending to him. He wants the loan written off and any adverse information removed from his credit file. He also wants compensation for the stress and inconve... (3 pages)View decision -
Decision Reference DRN-5775399
26 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5775399 The complaint Mr P complains that Revolut Ltd won’t refund the money he lost when he fell victim to a safe account scam. Mr P is represented in this complaint, but I’ll refer to him as it’s his complaint. What happened The detailed background to this complaint is well known... (17 pages)View decision -
Decision Reference DRN-5775367
26 Aug 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5775367 The complaint Mr P complains that HSBC UK Bank Plc won’t refund the money he lost when he fell victim to a safe account scam. Mr P is represented in this complaint, but I’ll refer to him as it’s his complaint. What happened The detailed background to this complaint is well ... (16 pages)View decision -
Decision Reference DRN-5296584
26 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5296584 The complaint Mr K complains that Barclays Bank UK PLC hasn’t refunded him payments he made to an art investment he now says was a scam. What happened In August 2022, Mr K made debit card payments to invest in art with a company I’ll call ‘S’. He purchased art with S until M... (2 pages)View decision -
Decision Reference DRN-5735185
26 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5735185 The complaint Mr E complains Barclays Bank UK PLC’s IT outage caused serious hardship and distress, leading to losses of around £6,000. What happened Mr E complained to Barclays in June 2025 to let it know the IT outage had caused serious hardship for him. Mr E said he was... (3 pages)View decision -
Decision Reference DRN-5482960
26 Aug 2025 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5482960 The complaint With the help of a professional representative (PR), Mr D complains that First Response Finance Limited (FRFL) lent to him irresponsibly. For ease, I’ll refer to the PR’s actions as being those of Mr D. What happened Mr D has two Hire Purchase agreements (HP) w... (3 pages)View decision -
Decision Reference DRN-5718299
26 Aug 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5718299 The complaint Mr and Mrs M’s complaint is, in essence, that First Holiday Finance Ltd acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding ag... (15 pages)View decision -
Decision Reference DRN-5659702
26 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5659702 The complaint Mr T complains that Barclays Bank UK PLC failed to properly pursue his chargeback claim What happened In October 2024 Mr T made an online purchase from a merchant at a cost of £1,118.24. He paid by transfer from his Barclays’s account. Mr T has explained that t... (2 pages)View decision -
Decision Reference DRN-5561076
26 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5561076 The complaint Mrs D complains that HSBC UK Bank Plc did not reimburse the funds she says she lost to a scam. What happened Mrs D had previously had her roof replaced by a company in January 2023, at a cost of around £40,000. However, after a few months this started to leak. ... (3 pages)View decision -
Decision Reference DRN-5775407
26 Aug 2025 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-5775407 The complaint Mr P complains that Blue Motor Finance Ltd (‘BMF) have treated him unfairly by recording missed payments on his credit file despite entering into a payment arrangement. Mr P says that, when entering into the arrangement, he was not told that it would appear as ... (5 pages)View decision