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 170827 results
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Decision Reference DRN-5766254
21 Aug 2025 Secure Trust Bank Public Limited Company UpheldConsumer CreditDRN-5766254 The complaint Mr J complains that a car that was supplied to him under a hire purchase agreement with Secure Trust Bank plc, trading as Moneyway, wasn’t of satisfactory quality. What happened A used car was supplied to Mr J under a hire purchase agreement with Moneyway that ... (3 pages)View decision -
Decision Reference DRN-5634162
21 Aug 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5634162 The complaint Mrs D complains Clydesdale Bank Plc, trading as Virgin Money (hereinafter “Virgin”) unfairly closed her account and refused to tell her why. What happened Mrs D was a longstanding customer of Virgin and held a current account. She also held a savings account. I... (2 pages)View decision -
Decision Reference DRN-5739280
21 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5739280 The complaint Mr M complains that Revolut Ltd won’t refund money he lost when he was the victim of a scam. Mr M is represented by a firm that I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key... (10 pages)View decision -
Decision Reference DRN-5712448
21 Aug 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5712448 The complaint Miss D complains that Madison CF UK Limited, trading as 118 118 Money, provided her with an inaccurate early settlement quotation and that they didn’t allow her to move the first payment date. What happened Miss D took out a £5,000 fixed sum loan with 118 118 i... (3 pages)View decision -
Decision Reference DRN-5677023
21 Aug 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5677023 The complaint Mr J says Specialist Motor Finance Limited (‘SMFL’) irresponsibly lent to him. He says that it didn’t take reasonable steps to ensure he could afford the repayments towards a hire purchase agreement to purchase a car. He says that it didn’t take into considerat... (4 pages)View decision -
Decision Reference DRN-5248495
21 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5248495 The complaint Mr C has complained HSBC UK Bank plc did nothing to stop him being the victim of a cryptocurrency-related investment scam. What happened Mr C was looking for investment opportunities to improve his and his family’s financial situation. He started researching hi... (3 pages)View decision -
Decision Reference DRN-5723895
21 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5723895 The complaint Mr J complains about a claim he made to Monzo Bank Ltd (Monzo) for a declined refund from a retailer. What happened In February 2025, Mr J bought items of clothing, shoes and jewellery from a global and well- known luxury brand retailer (the retailer) whilst ab... (3 pages)View decision -
Decision Reference DRN-5637190
21 Aug 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5637190 The complaint Ms D complains about the content of an internal call between two agents from Bank of Scotland plc trading as Halifax (Halifax), which she received following a data subject access request (DSAR). She says that the agents were disrespectful about her. What happen... (3 pages)View decision -
Decision Reference DRN-5762354
21 Aug 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5762354 The complaint Mr W says Mercedes-Benz Financial Services UK Limited (MBFS) incorrectly charged him for excess mileage at the end of his agreement . He would like this rectified. What happened Mr W says when he took out his finance agreement with MBFS he agreed a 12000 annua... (4 pages)View decision -
Decision Reference DRN-5762273
21 Aug 2025 The Mortgage Works (UK) Plc UpheldMortgagesDRN-5762273 The complaint Mrs A and Mr H complain about the way The Mortgage Works (UK) Plc dealt with their application for a buy to let mortgage. They say it caused them to incur unnecessary costs of about £1,000 before having to pull out of their purchase. What happened Mrs A and Mr ... (3 pages)View decision
