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 380824 results
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Decision Reference DRN-5849150
30 Sep 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5849150 The complaint G, a limited company complains that Lloyds Bank PLC has unfairly refused to refund money after it fell victim to a scam. G is represented in its complaint by a director of G, Mr N and by a professional representative. What happened Mr N says that a company I wi... (5 pages)View decision -
Decision Reference DRN-5646218
30 Sep 2025 Metro Bank PLC UpheldConsumer CreditDRN-5646218 The complaint Miss R complains Metro Bank PLC trading as RateSetter (RateSetter) approved her for a personal loan irresponsibly, without completing adequate affordability checks. What happened In October 2019, Miss R took out a personal loan with RateSetter. She borrowed £20... (5 pages)View decision -
Decision Reference DRN-5850275
30 Sep 2025 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-5850275 The complaint Mr S complains that Lowell Portfolio I LTD (Lowell) didn’t properly deal with his request to write off two debts they were pursuing him for. What happened Mr S has two accounts with Lowell, which they purchased form the original lenders. The first account is a... (3 pages)View decision -
Decision Reference DRN-5809059
30 Sep 2025 Tide Platform Limited Not upheldBanking and PaymentsDRN-5809059 The complaint Miss C, a sole trader, complains that Tide Platform Limited (Tide) declined her business account application. She wants them to re-consider the application and award compensation for the distress and inconvenience caused. What happened Miss C applied for a busi... (3 pages)View decision -
Decision Reference DRN-5743063
30 Sep 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5743063 The complaint Mr A complains that the car he acquired financed through a hire purchase agreement with BMW Financial Services (GB) Limited (“BMWFS”) wasn’t of satisfactory quality. What happened Mr A acquired a used car financed through a hire purchase agreement with BMWFS he... (3 pages)View decision -
Decision Reference DRN-5292988
30 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5292988 The complaint A company, which I’ll refer to as L, complains that Monzo Bank t Ltd won’t reimburse it after it sent funds to an online auction site, that it now considers to have been a scam. Mrs J, who is the director of L, brings the complaint on L’s behalf via a professio... (3 pages)View decision -
Decision Reference DRN-5729824
30 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5729824 The complaint Mr R complains that Revolut Ltd won’t refund him money he lost in an investment scam and an impersonation scam. Mr R is being represented by a professional representative, but for ease of reading I’ll just refer to Mr R. What happened The circumstances surround... (4 pages)View decision -
Decision Reference DRN-5626825
30 Sep 2025 ClearBank Limited UpheldBanking and PaymentsDRN-5626825 The complaint Miss A is a sole trader, trading as L. She complains that ClearBank Limited won’t refund a payment she made as a result of a scam. ClearBank Limited provide L’s account on behalf of Tide. While it’s ultimately responsible for the complaint, I will generally ref... (4 pages)View decision -
Decision Reference DRN-5706730
30 Sep 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5706730 The complaint Mrs T complains that she was ill informed when sold a fixed-sum loan agreement by Santander Consumer (UK) Plc (Santander). What happened In November 2009, Mrs T acquired a car through a fixed-sum loan agreement with Santander. The cash price of the car was £10,... (4 pages)View decision -
Decision Reference DRN-5500254
30 Sep 2025 PROPEL HOLDINGS (UK) LIMITED UpheldConsumer CreditDRN-5500254 The complaint Mr S complains that PROPEL HOLDINGS (UK) LIMITED trading as Quidmarket lent to him irresponsibly. What happened I’ve done a table summarising the lending approved by Quidmarket. I’ve not filled in all the details as most of the complaint has been resolved. I e... (6 pages)View decision
