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 162956 results
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Decision Reference DRN-5440965
12 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5440965 The complaint Mr S is unhappy with Monzo Bank Ltd. Mr S said he added a gambling block to his account but was still able to make gambling transactions after the block was added. What happened Mr S placed a gambling block on his own account through the online tools available... (3 pages)View decision -
Decision Reference DRN-5619778
12 Jun 2025 Allium Money Limited Not upheldConsumer CreditDRN-5619778 The complaint Mr G has complained that Allium Money Limited (“AML”) rejected his claim against it under Section 140 of the Consumer Credit Act 1974. What happened In August 2019, Mr G entered into a fixed sum loan agreement with AML to fund the purchase of a solar panel sys... (7 pages)View decision -
Decision Reference DRN-5257292
12 Jun 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5257292 The complaint Ms D complains Wise Payments Limited trading as Wise has refused to refund a transaction made from her account which she says she did not make or authorise. What happened On 8 August 2024, Ms D noticed a card payment debited from her account for £2,500 to an i... (2 pages)View decision -
Decision Reference DRN-5510553
12 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5510553 The complaint Mr R complains about the service received from Santander UK Plc (“Santander”) regarding the issue with his bank statements. In particular Mr R is unhappy Santander sent bank statements to him by post when he’d requested it not to do so and the contradictory inf... (2 pages)View decision -
Decision Reference DRN-5356828
12 Jun 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5356828 The complaint Mr S complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) hasn’t reimbursed the money he says he’s lost to a scam. What happened Mr S says he’s fallen victim to an investment scam. He’d been following a Financial Conduct Authority (‘FCA’)... (5 pages)View decision -
Decision Reference DRN-5587084
12 Jun 2025 Match the Cash Limited Not upheldConsumer CreditDRN-5587084 The complaint Mrs D and Miss D complain that Match the Cash Limited was irresponsible in its lending to them. They want all interest and charges refunded along with statutory interest and any adverse information regarding the loan removed from their credit files. Mrs D and M... (3 pages)View decision -
Decision Reference DRN-5212954
12 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5212954 The complaint Mr W complains that Bank of Scotland plc, trading as Halifax, won’t reimburse him for payments he made to a scam. Mr W’s complaint is brought by a professional representative but for ease I will refer only to Mr W in this decision. What happened The detailed ba... (4 pages)View decision -
Decision Reference DRN-5286636
12 Jun 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5286636 The complaint Mr and Mrs C complain that Bank of Scotland plc, trading as Halifax, won’t refund the money they lost when they were the victims of what they feel was a scam. What happened Sometime around August 2022, a family member told Mr and Mrs C about an opportunity the... (7 pages)View decision -
Decision Reference DRN-5619555
12 Jun 2025 Hyundai Capital UK Limited Not upheldConsumer CreditDRN-5619555 The complaint Mr D complains about a car supplied to him using a conditional sale agreement taken out with Hyundai Capital UK Limited (“Hyundai”). What happened In July 2024, Mr D acquired a used car using a conditional sale agreement with Hyundai. The car was around five y... (4 pages)View decision -
Decision Reference DRN-5473332
12 Jun 2025 Guavapay Limited UpheldBanking and PaymentsDRN-5473332 The complaint Miss M complains that Guavapay Limited unfairly restricted her account and withheld some of her funds after deciding to close the account. What happened Around September last year, Guavapay decided to restrict Miss M’s account and later in October, it closed th... (3 pages)View decision
