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 365917 results
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Decision Reference DRN-4992780
24 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4992780 The complaint Ms Y complains that Revolut Ltd won’t refund money she lost when she was the victim of a scam. Ms Y is represented by a firm I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key ev... (11 pages)View decision -
Decision Reference DRN-5283912
24 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5283912 The complaint Mr B is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr B fell victim to an investment scam that led him to believe his money was being traded in and g... (9 pages)View decision -
Decision Reference DRN-5002567
24 Jan 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5002567 The complaint Mr A complains that Clydesdale Bank Plc, trading as Virgin Money, won’t refund the money he lost when he was the victim of a scam. What happened In September 2023, Mr A was looking to book some flights and was contacted by a travel agent. He spoke to the agent... (3 pages)View decision -
Decision Reference DRN-4836714
24 Jan 2025 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-4836714 The complaint Mr B complains about the quality of a used car he acquired through a hire purchase agreement with Blue Motor Finance Ltd (‘Blue Motor’). Mr B says that the car was faulty straight away. He would like the car to be fixed, or the money he has paid into it, refund... (4 pages)View decision -
Decision Reference DRN-5078861
24 Jan 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5078861 The complaint Mr S complains that Revolut Ltd won’t refund the money he lost when he was the victim of a scam. What happened In August 2023, Mr S was contacted by someone who said they had been given his details by a recruiter and had details of a potential job for him. Mr ... (4 pages)View decision -
Decision Reference DRN-5230081
24 Jan 2025 Ageas Insurance Limited UpheldInsuranceDRN-5230081 The complaint Mr and Mrs L have complained about their let property insurer Ageas Insurance Limited. They believe Ageas caused the situation in which their property was damaged by water leaks and that its handling of the resultant claim they made was poor. Ageas is the unde... (6 pages)View decision -
Decision Reference DRN-5258407
24 Jan 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5258407 Complaint Mr Y has complained about a flex credit card which Monzo Bank Ltd (“Monzo”) provided to him. He says the credit card shouldn’t have been provided given what he already owed. Background Mr Y has also complained about Monzo’s decision to provide him with an overdraf... (3 pages)View decision -
Decision Reference DRN-5271103
24 Jan 2025 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5271103 Complaint Mr W has complained about a loan Oakbrook Finance Limited (trading as “Finio Loans”) provided to him. He says the loan was unaffordable given his circumstances at the time and so shouldn’t have been provided to him. Background Finio Loans provided Mr W with a loa... (3 pages)View decision -
Decision Reference DRN-5252123
24 Jan 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5252123 Complaint Mrs A complains that MotoNovo Finance Limited (“MotoNovo”) unfairly entered into a hire- purchase agreement with her. She’s said the payments to her agreement were unaffordable. Background In March 2020, MotoNovo provided Mrs A with finance for a used car. The cas... (3 pages)View decision -
Decision Reference DRN-5210679
23 Jan 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5210679 The complaint Mr P and Ms S have complained that HSBC UK Bank Plc won’t refund the money they lost after falling victim to an alleged scam. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. Between summer 2022 and spring 2023, Mr P ... (2 pages)View decision
