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 158533 results
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Decision Reference DRN-5211103
18 Dec 2024 LeasePlan UK Limited UpheldConsumer CreditDRN-5211103 The complaint Mrs W complains about the amount that she’s been charged by LeasePlan UK Limited for excess mileage and damage after she returned a car at the end of her hire agreement. She also complains about the service that she’s received from LeasePlan. What happened I i... (4 pages)View decision -
Decision Reference DRN-5217423
18 Dec 2024 First Holiday Finance Ltd UpheldConsumer CreditDRN-5217423 The complaint Mr and Mrs V’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and ... (14 pages)View decision -
Decision Reference DRN-5094339
18 Dec 2024 Monzo Bank Ltd Not upheldConsumer CreditDRN-5094339 The complaint Mr A complains that Monzo Bank Ltd treated him unfairly by defaulting his current account. What happened On 1 October 2023, Monzo emailed Mr A to say it had decided to close his current account on 2 December 2023. On 28 November 2023, Monzo sent Mr A a message ... (4 pages)View decision -
Decision Reference DRN-4608058
18 Dec 2024 Starling Bank Limited UpheldBanking and PaymentsDRN-4608058 The complaint Ms A complains that Starling Bank Limited (Starling) has declined to refund payments she made as part of a scam. The complaint In June 2023, Ms A received a message via a messaging app, which appeared to be from her daughter. This message contained a link wh... (4 pages)View decision -
Decision Reference DRN-4947258
18 Dec 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4947258 Complaint Miss V is unhappy that Monzo Bank Ltd didn’t reimburse her after she told it she’d fallen victim to a scam. Background In late September 2023, Miss V was contacted by a recruiter. They claimed to hire for a company I’ll refer to as F. Miss V was not looking for a j... (4 pages)View decision -
Decision Reference DRN-5166606
18 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5166606 The complaint Mr F is unhappy that Barclays Bank UK PLC trading as Barclaycard charged him interest on purchases which should’ve been on a 0% promotional offer. What happened Mr F has held a Barclaycard Platinum card since December 2023. Barclaycard sent Mr F a promotional o... (2 pages)View decision -
Decision Reference DRN-5177313
18 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5177313 The complaint Company T complains National Westminster Bank Plc trading as Mettle, delayed crediting its account with funds sent to it by a client from overseas. What happened T asked a client in Europe to pay for a service it provides. The client paid the funds from a bank ... (3 pages)View decision -
Decision Reference DRN-5175426
18 Dec 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5175426 The complaint Mr R complains that Revolut Ltd won’t refund money he lost when he was a victim of a purchase scam. What happened The background to this complaint is well known to both parties, so I won’t repeat all of it here. But I’ll summarise the key points and then focus ... (4 pages)View decision -
Decision Reference DRN-5141646
18 Dec 2024 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5141646 The complaint Mr A complains about National Westminster Bank Plc’s decision not to provide him with a student account. What happened In September 2024, Mr A made an application for a student account with NatWest. He did so after receiving an unconditional offer from a univer... (3 pages)View decision -
Decision Reference DRN-4974691
18 Dec 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4974691 The complaint Mr I is unhappy that Santander UK Plc has decided not refund him after he disputed a payment he made from his account. What happened Mr I engaged the services of a barrister in December 2023. He signed a contract and agreed to pay non-refundable fees of £12,50... (3 pages)View decision
