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-6174751
24 Apr 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6174751 The complaint Mr S is unhappy that HSBC UK Bank Plc, trading as first direct (‘First Direct’), has decided not to refund the money he lost, to what he believes was an authorised push payment (‘APP’) purchase scam. What happened The background to this complaint is well-known... (5 pages)View decision -
Decision Reference DRN-6207288
24 Apr 2026 Vodafone Limited Not upheldConsumer CreditDRN-6207288 The complaint Mr T has complained about how Vodafone Limited has administered a credit agreement linked to his phone. What happened To reflect my role of resolving disputes quickly with minimum formality, I’ll only briefly summarise what happened here. In January 2024, Mr T... (4 pages)View decision -
Decision Reference DRN-6039856
24 Apr 2026 Zopa Bank Limited Not upheldConsumer CreditDRN-6039856 The complaint Mr S complains about Zopa Bank Limited’s decision to terminate his finance agreement. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Mr S entered int... (2 pages)View decision -
Decision Reference DRN-6226999
24 Apr 2026 MONZO BANK LIMITED Not upheldBanking and PaymentsDRN-6226999 The complaint Mr J is unhappy MONZO BANK LIMITED (‘Monzo’) has decided not to refund the money he lost, to what he believed was an Authorised Push Payment (‘APP’) scam. What happened The background to this complaint is well known to both parties. So, I won’t repeat everythi... (3 pages)View decision -
Decision Reference DRN-6213757
24 Apr 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-6213757 The complaint Mr C is unhappy Bank of Scotland plc, trading as Halifax (‘Halifax’), didn’t reimburse him, in full, for the money he lost when he fell victim to an authorised push payment (‘APP’) purchase scam. What happened The background to this complaint is well known to ... (3 pages)View decision -
Decision Reference DRN-6137873
24 Apr 2026 Madison CF UK Limited UpheldBanking and PaymentsDRN-6137873 The complaint Mr T complains that he wasn’t accepted for a pre-approved loan with Madison CF UK Limited trading as 118 118 Money. He’s also unhappy that he hasn’t been offered a credit limit increase on his credit card. What happened Mr T holds a credit card account with 118... (3 pages)View decision -
Decision Reference DRN-6173989
24 Apr 2026 Savvy Loan Products Limited UpheldConsumer CreditDRN-6173989 The complaint Mr J complains Savvy Loan Products Limited trading as Tick Tock Loans (“Tick Tock”) gave him loans without carrying out sufficient affordability checks. He says that had better checks been made Tick Tock would’ve seen he was in a repeat lending cycle of borrowi... (6 pages)View decision -
Decision Reference DRN-6294292
24 Apr 2026 MONZO BANK LIMITED Not upheldBanking and PaymentsDRN-6294292 The complaint Miss C, through a representative, complains that MONZO BANK LIMITED (“Monzo”) have failed to refund money that she lost due to scams. What happened The circumstances of the matter are well known to both parties so I will not go into too much detail as to what h... (3 pages)View decision -
Decision Reference DRN-6214403
24 Apr 2026 Nationwide Building Society Not upheldBanking and PaymentsDRN-6214403 The complaint Mr H is complaining that Nationwide Building Society hasn’t credited cash he says he deposited to his account. What happened On 25 January 2025 Mr H visited a Nationwide branch to deposit cash to his account. Mr H says he deposited two separate cash payments of... (2 pages)View decision -
Decision Reference DRN-6306333
24 Apr 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-6306333 The complaint NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY trading as NatWest Boxed provided Mr O with a £5,000 loan in November 2025. Mr O says the credit was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I won’t... (2 pages)View decision