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 185689 results
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Decision Reference DRN-6242049
24 Apr 2026 Creation Consumer Finance Limited Not upheldConsumer CreditDRN-6242049 The complaint Mr V complains Creation Consumer Finance Limited (“Creation”) unfairly defaulted and sold his account to a third party. What happened In October 2021, Mr V opened a Running Account Credit Agreement with Creation. In December 2024, Creation closed and defaulted... (3 pages)View decision -
Decision Reference DRN-6161442
24 Apr 2026 MONZO BANK LIMITED Not upheldBanking and PaymentsDRN-6161442 The complaint Mr B complains that MONZO BANK LIMITED (“Monzo) won’t refund him money, which he believes he has lost to a scam. What happened The background to this complaint is well known to all parties, so I won’t repeat it in detail here. But in summary, I understand it t... (4 pages)View decision -
Decision Reference DRN-6289812
24 Apr 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6289812 The complaint Ms D has complained Ltd (“Revolut”) failed to refund the money she lost of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. Instead, I will focus on giving the reasons... (3 pages)View decision -
Decision Reference DRN-6294756
24 Apr 2026 MONZO BANK LIMITED Not upheldBanking and PaymentsDRN-6294756 The complaint Miss C complains that Monzo Bank Limited irresponsibly provided her with an unaffordable overdraft facility. What happened Monzo provided Miss C with an overdraft limit of £250 in November 2024. Miss C complained to Monzo in December 2025 saying the overdraft ... (4 pages)View decision -
Decision Reference DRN-6191589
24 Apr 2026 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-6191589 The complaint Mr N is unhappy with Clydesdale Bank Plc trading as Virgin Money. Mr N found that his ISA had been closed at maturity and the funds placed in a holding account. He said he didn’t get any correspondence, and he was unable to locate his ISA as it was no longer a... (3 pages)View decision -
Decision Reference DRN-6253108
24 Apr 2026 Motability Operations Limited UpheldConsumer CreditDRN-6253108 The complaint Miss L complains about the unfair repossession of her vehicle in relation to a motor finance agreement she entered with Motability Operations Limited (Motability). What happened In May 2022, Miss L acquired a new car through a hire purchase agreement with Motab... (4 pages)View decision -
Decision Reference DRN-5990226
24 Apr 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5990226 The complaint Miss G complains that Lloyds Bank PLC won’t reimburse money she says she lost to fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. Miss G saw a vehicle advertised for sale on a webs... (3 pages)View decision -
Decision Reference DRN-6242041
24 Apr 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6242041 The complaint Mr S has complained that Barclays Bank UK PLC won’t refund money he lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on giving the reasons for my decision. W... (2 pages)View decision -
Decision Reference DRN-6234990
24 Apr 2026 TSB Bank plc Not upheldBanking and PaymentsDRN-6234990 The complaint Ms C raised a complaint with TSB unhappy that it wouldn’t provide her a refund of payments she reported that she didn’t make from her account. What happened The background to this complaint is well-known and is set out within the investigator’s findings which ... (2 pages)View decision -
Decision Reference DRN-6312557
24 Apr 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6312557 The complaint J, a limited company, complains Revolut Ltd (“Revolut”) hasn’t refunded funds that were lost as the result of a scam. The director of J, Mr D, is bringing the complaint on its behalf. So, in the main, I’ll refer to Mr D throughout. What happened Both parties ... (2 pages)View decision