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 362195 results
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Decision Reference DRN-5018340
15 Jan 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5018340 The complaint Mr H has complained that Moneybarn No.1 Ltd loaded a fraud marker against him in respect of a finance agreement he’d taken out with it. What happened In June 2023 Mr H entered into a conditional sale agreement with Moneybarn to acquire a used car for around £6... (3 pages)View decision -
Decision Reference DRN-5246341
15 Jan 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5246341 Complaint Mrs M and Mr M have complained that Lloyds Bank PLC (“Lloyds”) continued to allow them to use their overdraft over an extended period, even when they were in financial difficulty. Background Lloyds increased Mrs M and Mr M’s overdraft limit to £2,500.00 in Septemb... (4 pages)View decision -
Decision Reference DRN-5234497
15 Jan 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5234497 Complaint Ms R has complained about a credit card Zopa Bank Limited (“Zopa”) provided to her. She says the credit card as well as the limit increase were irresponsibly provided. Background Zopa provided Ms R with a credit card with an initial limit of £400 in December 2021.... (3 pages)View decision -
Decision Reference DRN-5231411
15 Jan 2025 Secure Trust Bank Plc Not upheldConsumer CreditDRN-5231411 Complaint Mr W complains that Secure Trust Bank (trading as “Moneyway”) unfairly entered into a hire- purchase agreement with him. He’s said that the repayments to this agreement were unaffordable and so it shouldn’t have been provided to him. Background Mr W did initially ... (5 pages)View decision -
Decision Reference DRN-5256557
15 Jan 2025 Santander Consumer (UK) Plc UpheldConsumer CreditDRN-5256557 The complaint Mr P complains about the quality of a car he has been financing through an agreement with Santander Consumer (UK) Plc, trading as Santander Consumer Contract Hire (‘Santander’). What happened I issued my provisional decision on this complaint in December last ... (3 pages)View decision -
Decision Reference DRN-5118423
15 Jan 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5118423 The complaint Mr O is complaining about Clydesdale Bank Plc trading as Virgin Money because it declined to refund money he says was lost as a result of fraud. What happened In October 2023, Mr O agreed to purchase a number of used solar panels from Company A – I’ve not used ... (3 pages)View decision -
Decision Reference DRN-5110369
15 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5110369 The complaint Mrs D complains that Revolut Ltd (‘Revolut’) won’t refund the money she lost after falling victim to a scam. What happened In late 2022 Mrs D saw an advertisement for a cryptocurrency investment opportunity on a social media site, which was promoted by a well-... (5 pages)View decision -
Decision Reference DRN-5252548
15 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5252548 The complaint Mr S is complaining about the way that National Westminster Bank Plc (‘NatWest’) handled a chargeback claim and a claim under Section 75 of the Consumer Credit Act 1974 (‘section 75’). What happened Mr S booked a flight with an airline company I will refer to ... (4 pages)View decision -
Decision Reference DRN-4831937
15 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-4831937 The complaint Miss R complains that National Westminster Bank Plc (‘NatWest’) won’t refund her in relation to four payments she made. What happened In October 2023, Miss R purchased two train tickets. These were for £79.89 and £42.50 and were paid for using her debit card. ... (3 pages)View decision -
Decision Reference DRN-5219887
14 Jan 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5219887 The complaint Mr P complains that the credit limit on his British Airways American Express Credit Card provided by American Express Services Europe Limited (“AESEL”) was reduced when he applied for a business credit card. What happened On 16 April 2024 Mr P applied for a Bri... (2 pages)View decision
