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 365360 results
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Decision Reference DRN-5094180
3 Apr 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5094180 The complaint Mr I complains that Revolut Ltd won’t refund money he lost when he was the victim of a scam. Mr I is represented by a firm that I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key... (14 pages)View decision -
Decision Reference DRN-5408408
3 Apr 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5408408 The complaint Mr J, a sole trader trading as S, complains that HSBC UK Bank Plc returned a direct debit unpaid – leading to one of S’s main suppliers cutting S off. He also complains that HSBC unnecessarily put stress and pressure onto him and his family when it reduced his ... (2 pages)View decision -
Decision Reference DRN-5452258
3 Apr 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5452258 The complaint Mr I complains that NewDay Ltd irresponsibly lent him money on two credit cards. What happened Mr I took out two credit cards with NewDay – one under its Aqua brand, and one under its Marbles brand. The Aqua card was granted in January 2020 with an initial cred... (6 pages)View decision -
Decision Reference DRN-5449857
3 Apr 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5449857 The complaint Mrs G complains that Lloyds Bank PLC (Lloyds) charged her a cash fee when she paid court fees using a credit card they supplied. What happened In December 2024 Mrs G paid court fees of £626 using her Lloyds credit card. She was surprised to find that the fee ha... (2 pages)View decision -
Decision Reference DRN-5359724
3 Apr 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5359724 The complaint Mr G has complained that Nationwide Building Society “Nationwide” rejected his claim against it under Section 75 of the Consumer Credit Act 1974. What happened Mr G bought a solar panel system (the system) for his home which was installed in March 2023. Mr G p... (3 pages)View decision -
Decision Reference DRN-5424615
3 Apr 2025 The Co-operative Bank Plc UpheldBanking and PaymentsDRN-5424615 The complaint Mr B is unhappy that The Co-operative Bank Plc (“Co-op”) refused his account application, which he believes is due to the lack of gambling blocks they provide. What happened I issued a second provisional decision on this complaint, inviting both parties to let... (3 pages)View decision -
Decision Reference DRN-5426378
3 Apr 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5426378 The complaint Mr and Mrs C complain that Barclays Bank UK PLC (‘Barclays’) won’t refund the money they lost when they say they fell victim to an ‘Authorised Push Payment’ (‘APP’) investment scam. Mr and Mrs C brings their complaint with the assistance of professional repres... (5 pages)View decision -
Decision Reference DRN-5351214
3 Apr 2025 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5351214 The complaint Ms Z complains that Oakbrook Finance Limited trading as Finio loans lent to her irresponsibly. What happened In February 2024, Finio gave Ms Z a loan of £3,500 repayable over 36 months with an interest rate of 44.8%. The monthly payment was £163.18. Ms Z compla... (3 pages)View decision -
Decision Reference DRN-5389261
3 Apr 2025 U K Insurance Limited Not upheldInsuranceDRN-5389261 The complaint Mrs K has complained about the way U K Insurance Limited trading as Darwin (UKI) dealt with her claim under her motor policy following an accident. What happened Mrs K was involved in an accident on 4 December 2023. She said the other driver turned into her la... (3 pages)View decision -
Decision Reference DRN-5386234
3 Apr 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5386234 The complaint Mrs F complains that MBNA Limited have irresponsibly lent to her. What happened Mrs F was approved for an MBNA credit card in December 2018 with a £3,300 credit limit. In May 2022 she was approved for a £25,000 MBNA personal loan. She says MBNA irresponsibly le... (3 pages)View decision
