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 171072 results
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Decision Reference DRN-5627712
29 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5627712 The complaint Miss H complains that NewDay Ltd trading as Aqua lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Miss H applied for an Aqua credit card in February 2019. In her application, Miss H said she wa... (3 pages)View decision -
Decision Reference DRN-5241499
29 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5241499 The complaint Ms M is unhappy that Monzo Bank Ltd will not refund £8,540 she lost after she fell victim to an Authorised Push Payment (APP) scam. Ms M is represented in this matter, but for ease of reading I will refer to Ms M throughout this decision. What happened The back... (5 pages)View decision -
Decision Reference DRN-5785219
29 Aug 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5785219 The complaint Mr A is unhappy that Bank of Scotland plc, trading as Halifax, blocked a recurring card payment on his account. What happened Mr A had a recurring card payment set up on his account, with the amount of the payment being around £5 every month. The recurring car... (2 pages)View decision -
Decision Reference DRN-5319509
29 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5319509 The complaint Mrs R complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) won’t refund payments she made as part of a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summar... (5 pages)View decision -
Decision Reference DRN-5784764
29 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5784764 The complaint Mr M complains that Revolut Ltd has declined to refund payments made as part of a scam. What happened Mr M says he fell victim to a scam when trying to book accommodation abroad. After finding a property he was sent a link to a website that he now thinks was a ... (6 pages)View decision -
Decision Reference DRN-5748693
29 Aug 2025 Go Car Credit Limited UpheldConsumer CreditDRN-5748693 The complaint Miss E complains about problems she has had with a car Go Car Credit Limited supplied to her under a hire purchase agreement. What happened The facts of this case are familiar to both sides. Therefore, I do not intend to set out everything that has happened in... (5 pages)View decision -
Decision Reference DRN-5141063
29 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5141063 The complaint Mr L complains that Monzo Bank Ltd hasn’t refunded him after he fell victim to a scam. What happened The background to this complaint is well-known to both parties and so I’ll only summarise the key events here. Mr L was looking for ways to earn extra income an... (3 pages)View decision -
Decision Reference DRN-5737853
29 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5737853 The complaint Mrs D is unhappy that NewDay Ltd, trading as Aqua, didn’t inform her of changes they made to how they processed received payments. What happened On 7 February 2024, Mrs D made a payment of £2,356.51 to her NewDay account. Mrs D was expecting this amount to be r... (3 pages)View decision -
Decision Reference DRN-5785053
29 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5785053 The complaint Ms T has complained that Lloyds Bank PLC won’t refund the money she lost after falling victim to a scam. What happened In 2021, Ms T was added on social media by a scammer, who began a remote romance with her. As the months went on, the scammer asked Ms T for m... (5 pages)View decision -
Decision Reference DRN-5724164
29 Aug 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-5724164 The complaint Mrs H complains that the end of contract charges invoiced by Mercedes-Benz Financial Services UK Limited “(MBFS”) when she returned a car were unfair. What happened In October 2021 Mrs H entered into a hire purchase agreement (a personal contract plan) for a ne... (3 pages)View decision
