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 171073 results
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Decision Reference DRN-5787485
5 Sep 2025 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-5787485 The complaint Miss F complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (“BPF”) misadvised her about the Buy Now Pay Later (“BNPL”) aspect of a loan agreement she took out with them. What happened On 19 November 2022, Miss F took out a f... (3 pages)View decision -
Decision Reference DRN-5698397
5 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5698397 The complaint Ms E is unhappy Monzo Bank Ltd will not refund £17,082.39 that she lost as the result of a scam. Ms E brought her complaint to this service through a representative. For ease of reading, I will refer solely to Ms E in this decision. What happened As both partie... (5 pages)View decision -
Decision Reference DRN-5488121
5 Sep 2025 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5488121 The complaint Mrs B is unhappy that Evergreen Finance London Limited trading as Moneyboat.co.uk (“Moneyboat”) didn’t warn her that taking out payday loans with them would affect her ability to get a mortgage. What happened Mrs B took out some payday loans with Moneyboat in 2... (2 pages)View decision -
Decision Reference DRN-5313705
5 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5313705 The complaint Mr S complains that Revolut Ltd did not reimburse the funds he lost to a scam. What happened Mr S met a woman on a dating website; I will refer to her as ‘X’ for the purposes of this decision. Mr S formed a relationship with X and they discussed meeting up and ... (3 pages)View decision -
Decision Reference DRN-5698275
5 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5698275 The complaint Mrs W complains that American Express Services Europe Limited (“Amex”) irresponsibly gave her a credit card she couldn’t afford to repay. What happened In August 2018, Mrs W applied for a credit card with Amex. She was given an initial credit limit of £6,500. T... (3 pages)View decision -
Decision Reference DRN-5799659
5 Sep 2025 Secure Trust Bank Public Limited Company UpheldConsumer CreditDRN-5799659 The complaint Mr B complains about the quality of a car he got on finance from Secure Trust Bank Plc trading as Moneyway (‘ST’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role ... (9 pages)View decision -
Decision Reference DRN-5752098
5 Sep 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5752098 The complaint Mr R complains that The Royal Bank of Scotland Plc (RBS) has limits to his ATM withdrawals and this meant he was further inconvenienced by its decision to close his local branch. What happened In March 2025 Mr R spoke to RBS about his cash withdrawal limit on h... (3 pages)View decision -
Decision Reference DRN-5706160
5 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5706160 The complaint Ms E is unhappy Clydesdale Bank Plc, trading as Virgin Money (‘Virgin’), hasn’t refunded her the money she lost after falling victim to an authorised push payment (‘APP’) investment scam. Ms E has brought the complaint with the assistance of a professional rep... (6 pages)View decision -
Decision Reference DRN-5193217
5 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5193217 The complaint Mr T complains that Monzo Bank Ltd (“Monzo”) won’t refund money he lost when he fell victim to an investment scam. Mr T is represented by solicitors in this complaint. What happened The details of this complaint are well known to both parties, so I won’t repe... (2 pages)View decision -
Decision Reference DRN-5265908
5 Sep 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5265908 The complaint Mr D on behalf of T, a limited company he is the director of, complains that Starling Bank Limited did not reimburse the funds it lost to a scam. What happened T was looking to buy laptops in bulk and found a company I’ll refer to as ‘X’ to purchase some from. ... (3 pages)View decision
