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-5856326
4 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5856326 The complaint Miss V complains that Monzo Bank Ltd, won’t refund the money she lost to a modelling job scam. Also, she is dissatisfied with the service she received when she complained. What happened Miss V was introduced to an international modelling role with overseas Com... (6 pages)View decision -
Decision Reference DRN-5998489
4 Dec 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5998489 The complaint Mr and Mrs A’s complaint is, in essence, that First Holiday Finance Limited (the ‘Lender’) 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’) ... (11 pages)View decision -
Decision Reference DRN-5998290
4 Dec 2025 esure Insurance Limited UpheldInsuranceDRN-5998290 The complaint Mr H and Mrs H complained about esure Insurance Limited’s service under their motor insurance policy. What happened Mrs H is the policyholder and Mr H is the named driver on the policy. But for ease I often refer to Mr H here because he has dealt with the comp... (3 pages)View decision -
Decision Reference DRN-5848594
4 Dec 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5848594 The complaint Mr A complains that Motability Operations Limited (“MO”) is going to charge him a fee to end his contract. What happened Earlier this year, Mr A entered into a contract to hire a car from MO. It is a regulated hire agreement under the Consumer Credit Act 1974.... (2 pages)View decision -
Decision Reference DRN-5976022
4 Dec 2025 Black Horse Limited UpheldConsumer CreditDRN-5976022 The complaint Mr D complains that a caravan that was supplied to him under a hire purchase agreement with Black Horse Limited wasn’t of satisfactory quality. What happened A used caravan was supplied to Mr D under a hire purchase agreement with Black Horse that he signed in ... (4 pages)View decision -
Decision Reference DRN-5989537
4 Dec 2025 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-5989537 The complaint Miss O complains that a credit card account with Jaja Finance Limited, trading as Asda Money Credit Card, is unaffordable for her and that the lending was irresponsible. What happened Miss O applied to Asda Money Credit card for a credit card account in Februar... (3 pages)View decision -
Decision Reference DRN-5747741
4 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5747741 The complaint Miss A complains that Monzo bank Ltd (Monzo) unfairly loaded a marker about her at Cifas, the national fraud database. What happened Miss A had an account with Monzo, which she opened in October 2023. On 8 November 2024, just over £69,000 was paid into Miss A’... (5 pages)View decision -
Decision Reference DRN-5925299
4 Dec 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5925299 The complaint Mr C complains about the actions of NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) after he was the victim of a scam. What happened The background to this complaint is well known to the parties, so I’ll simply summarise it here. Briefly, Mr C says... (4 pages)View decision -
Decision Reference DRN-5926055
4 Dec 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5926055 The complaint Mr and Mrs P complain that HSBC UK Bank Plc (“HSBC”) hasn’t reimbursed them after they fell victim to an investment scam. What happened In January 2021, Mr and Mrs P invested £50,001 in a company I’ll call ‘B’ who said it had developed an algorithm to successf... (6 pages)View decision -
Decision Reference DRN-5925288
4 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5925288 The complaint Mr C complains about the actions of Bank of Scotland plc trading as Halifax after he fell victim to a scam. What happened The background to this complaint is well known to the parties, so I’ll simply summarise it here. Briefly, Mr C says he saw an advert on soc... (4 pages)View decision