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 170994 results
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Decision Reference DRN-5797926
10 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5797926 The complaint Miss B complains that Monzo Bank Ltd wrongly gave her notice that it was closing her account and that it required her to repay credit card debt. What happened At the relevant time, Miss B held an account with Monzo. On 1 June 2025 it gave her notice that it wou... (2 pages)View decision -
Decision Reference DRN-5741050
10 Sep 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5741050 The complaint Mr E complains that Capital One (Europe) plc defaulted his credit card account. What happened Mr E held a credit card with Capital One and he’d been struggling to make payments for a number of months. In October 2024, Mr E agreed to make reduced payments for si... (2 pages)View decision -
Decision Reference DRN-5711129
10 Sep 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5711129 The complaint Mr P is complaining about MotoNovo Finance Limited’s decision to lend to him – he says the loan was unaffordable. What happened The background to this complaint is familiar to all parties, so I don’t intend to repeat everything in detail here. Instead, I’ll pr... (6 pages)View decision -
Decision Reference DRN-5762617
10 Sep 2025 Lendable Ltd Not upheldBanking and PaymentsDRN-5762617 The complaint Mr S complains that Lendable Ltd trading as Zable (“Zable”) failed to pursue a chargeback. What happened On 1 March Mr S made a payment of £500.88 using his Zable credit card to an online gambling business I will call D. However, he noticed that the money was s... (3 pages)View decision -
Decision Reference DRN-5809135
10 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5809135 The complaint Mr M has complained that Santander UK Plc won’t refund the money he says he lost in an investment scam. What happened In late 2023, Mr M made a card payment of under £800 to a merchant. In early 2024, Mr M reported the payment to Santander. He explained the pay... (3 pages)View decision -
Decision Reference DRN-5624250
10 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5624250 The complaint Mr L complains that Barclays Bank UK PLC (‘Barclays’) won’t refund the money he lost to an investment scam. What happened The background is known to both parties. I won’t repeat all the details here. In summary, Mr L says that a representative of a company (I’l... (3 pages)View decision -
Decision Reference DRN-5497124
10 Sep 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5497124 The complaint Ms H complains that the motorbike she acquired through Close Brothers Limited, trading as Close Brothers Motor Finance (“CBMF”) wasn’t of satisfactory quality. She wants CBMF to resolve things by repairing the motorbike to a standard that makes it fit for purpo... (4 pages)View decision -
Decision Reference DRN-5622636
10 Sep 2025 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-5622636 The complaint Mrs T complains the amount Link Financial Outsourcing Limited (Link) are pursuing her for is incorrect. What happened Mrs T took a loan in March 2020 with a lender I’ll refer to as B. The loan was for £4,200 and the interest added to this was £6,891.43 bringing... (2 pages)View decision -
Decision Reference DRN-5804777
10 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5804777 The complaint Miss O complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin”) was not helpful or supportive when she sought to obtain a refund for a disputed transaction. What happened Miss O paid for an intensive driving course which she believes did not delive... (3 pages)View decision -
Decision Reference DRN-5669191
10 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5669191 THE COMPLAINT Mr B complains Revolut Ltd (“Revolut) will not reimburse him money he says he lost when he fell victim to a scam. Mr B is represented by CEL Solicitors (“CEL”) in this matter. However, where appropriate, I will refer to Mr B solely in this decision for ease o... (4 pages)View decision
