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 381196 results
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Decision Reference DRN-5712345
8 Aug 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5712345 The complaint Mr K and Mrs N’s complaint is, in essence, that First Holiday Finance Ltd (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’) an... (23 pages)View decision -
Decision Reference DRN-5216114
8 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5216114 The complaint Mrs S complains that Revolut Ltd has declined to reimburse payments that she made as part of an investment scam. What happened As the parties are familiar with the facts of this case, I’ll summarise them briefly. Mrs S responded to an advert about investing on ... (4 pages)View decision -
Decision Reference DRN-5392632
8 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5392632 The complaint Mr M complains HSBC UK Bank Plc unfairly blocked and then closed his account. What happened Mr M held a personal account and business account with HSBC. This complaint concerns his personal account. In April 2024 HSBC restricted Mr M’s personal account and exp... (3 pages)View decision -
Decision Reference DRN-5471813
8 Aug 2025 Northern Bank Limited UpheldBanking and PaymentsDRN-5471813 The complaint Ms M complains Northern Bank Limited trading as Danske Bank won’t refund money she lost after she was a victim of an impersonation scam. What happened The details of this complaint are well-known to both sides, so I won’t repeat them at length here. In summary,... (5 pages)View decision -
Decision Reference DRN-5277160
8 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5277160 The complaint Mr R complains that Barclays Bank (Barclays) is refusing to refund him the amount he lost as the result of a scam. Mr R is being represented by a third party. To keep things simple, I will refer to Mr R throughout my decision. What happened The background of th... (4 pages)View decision -
Decision Reference DRN-5744601
8 Aug 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5744601 The complaint Miss D, who is represented by a third party, complains MotoNovo Finance Limited (“MotoNovo”), irresponsibly granted her a hire purchase agreement she couldn’t afford to repay. What happened In February 2018, Miss D acquired a car financed by a hire purchase ag... (3 pages)View decision -
Decision Reference DRN-5727036
8 Aug 2025 Tesco Underwriting Limited UpheldInsuranceDRN-5727036 The complaint Mr M is complaining about Tesco Underwriting Limited’s actions when he first contacted it to claim against his car insurance policy. What happened In April 2024 Mr M contacted Tesco through its online system to report he’d been involved in an accident with a th... (3 pages)View decision -
Decision Reference DRN-5655680
8 Aug 2025 EUI Limited UpheldConsumer CreditDRN-5655680 The complaint Mr S is unhappy with how EUI Limited trading as Admiral (‘EUI’) administered a fixed sum loan agreement taken to fund the cost of insurance. What happened Around May 2020 Mr S took out a fixed sum loan agreement with EUI to fund insurance for his van. The insu... (4 pages)View decision -
Decision Reference DRN-5290701
8 Aug 2025 Mi Vehicle Finance Limited UpheldConsumer CreditDRN-5290701 The complaint Mr W complains about the quality of a car supplied to him by MI Vehicle Finance Limited (“MI”). What happened Mr W was supplied with a used car in May 2023 through a hire purchase agreement with MI. The car was around six years old and had covered around 50,000... (4 pages)View decision -
Decision Reference DRN-5684909
8 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5684909 The complaint Mr A had an account with Monzo. Monzo closed the account and loaded a marker about him at Cifas, the national fraud database. Mr A is unhappy with the Cifas loading as he says he was innocent in the transaction, and he was manipulated by a third party. What hap... (4 pages)View decision
