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 163568 results
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Decision Reference DRN-5251808
19 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5251808 The complaint Mr S complains Monzo Bank Ltd (‘Monzo’), hasn’t reimbursed him following an authorised push payment (‘APP’) investment scam he fell victim to. He says Monzo should reimburse him for the money he lost. What happened As both parties are familiar with the circums... (6 pages)View decision -
Decision Reference DRN-5522884
19 Jun 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5522884 The complaint Mr M complains that AMERICAN EXPRESS SERVICES LIMITED (the “Lender”) has not honoured a liability he says arises out of his claim made under section 75 of the Consumer Credit Act 1974 (the “CCA”). What happened In 2018, Mr M was contacted by a someone from a ma... (6 pages)View decision -
Decision Reference DRN-5459157
19 Jun 2025 Trading 212 UK Limited Not upheldBanking and PaymentsDRN-5459157 The complaint Mr B complains that Trading 212 UK Limited (T Ltd) failed to advertise its gross interest rate alongside the Annual Equivalent Rate (AER). He would like the interest that should have been credited to his account to be backdated and applied. What happened Mr B ... (3 pages)View decision -
Decision Reference DRN-5635003
19 Jun 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5635003 The complaint Mr and Mrs B’s complaint is, in essence, that First Holiday Finance Ltd (‘the Lender’) acted unfairly and unreasonably by (1) declining to meet their claim of misrepresentation under Section 75 of the Consumer Credit Act 1974 (“CCA”) and (2) being party to an u... (11 pages)View decision -
Decision Reference DRN-5508572
19 Jun 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5508572 The complaint Mr S complains TSB Bank plc caused his account switch requests to fail when they removed an overdraft facility from an account he’d applied for. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The ... (2 pages)View decision -
Decision Reference DRN-5594150
19 Jun 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5594150 The complaint Mr H’s complaint is, in essence, that Lloyds Bank PLC (the ‘Lender’) acted unfairly and unreasonably by (1) deciding against paying a claim under Section 75 of the Consumer Credit Act 1974 – as amended - (the “CCA”) and (2) participating in an unfair credit rel... (8 pages)View decision -
Decision Reference DRN-5359713
19 Jun 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5359713 The complaint Miss M is unhappy with the with the amount of money BMW Financial Services(GB) Limited trading as Alphera Financial (Alphera) asked her to pay after her finance agreement with them was settled. When I refer to what Miss M or Alphera have said or done, it shoul... (3 pages)View decision -
Decision Reference DRN-5634946
19 Jun 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5634946 The complaint Mrs G’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to unfair credit relationships with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding ... (43 pages)View decision -
Decision Reference DRN-5605293
19 Jun 2025 Paragon Bank Plc Not upheldBanking and PaymentsDRN-5605293 The complaint Mr T complains about the service he received from Paragon Bank Plc (“Paragon”) when transferring his funds into what he believed was an ISA. In particular, Mr T Paragon says Paragon failed to make it clear he wasn’t transferring his funds into an ISA and that i... (5 pages)View decision -
Decision Reference DRN-5139191
19 Jun 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5139191 The complaint Ms K has complained about Wise Payments Limited not refunding several payments she says she made and lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summary, Ms K fell victim ... (3 pages)View decision
