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-5405765
14 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5405765 The complaint Mr M complains that Monzo Bank Ltd won’t refund the money he lost to a scam. What happened Mr M was looking to buy a games console from an online marketplace. He found a seller and sent them £100 to purchase one (I understand he may also have agreed to exchange... (3 pages)View decision -
Decision Reference DRN-5755800
14 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5755800 The complaint Miss H complained because Monzo Bank Ltd refused to refund her for a transaction she said she didn’t authorise. What happened On 17 March 2025, Miss H had just arrived abroad on holiday. She contacted Monzo by chat at 12.07pm, and said there had been a payment... (5 pages)View decision -
Decision Reference DRN-5750074
14 Aug 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5750074 The complaint Mr Z complains that a car acquired under a hire purchase agreement with Zopa Bank Limited (“Zopa”) wasn’t of satisfactory quality when it was supplied to him. What happened Both parties are familiar with the background of this complaint so I will only summaris... (5 pages)View decision -
Decision Reference DRN-5608266
14 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5608266 The complaint A limited company, which I’ll refer to as ‘G’ is unhappy that HSBC UK Bank Plc defaulted its Bounce Back Loan (“BBL”) for non-payment. G’s complaint is brought to this service by its director, whom I’ll refer to as ‘Mr H’. What happened In 2020, G successfully ... (3 pages)View decision -
Decision Reference DRN-5528530
14 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5528530 The complaint Mrs Y complains Monzo Bank Ltd (“Monzo”) failed to protect her from falling victim to an investment scam and refused to refund any of her loss. What happened The facts of this complaint are well-known to both parties, so I won’t repeat them in detail here. In s... (4 pages)View decision -
Decision Reference DRN-5241701
14 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5241701 The complaint Mr B complains that HSBC UK Bank Plc trading as first direct (‘First Direct’) 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 B was searching online... (3 pages)View decision -
Decision Reference DRN-5390770
14 Aug 2025 American Express Services Europe Limited UpheldBanking and PaymentsDRN-5390770 The complaint Mr M complains that American Express Europe Limited (Amex) didn’t agree to refund him for a holiday he felt was unsatisfactory when he made a claim under Section 75 of the Consumer Credit Act 1974 (Section 75). What happened On 19 November 2023 Mr M paid for a... (6 pages)View decision -
Decision Reference DRN-5240121
14 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5240121 The complaint Mrs G complains that Revolut Ltd won’t refund money she lost to a scam. Mr G is professionally represented, but for ease, I’ll refer to Mr G throughout my decision. What happened The background to this complaint is well known to both parties, so I won’t repeat ... (3 pages)View decision -
Decision Reference DRN-5690662
14 Aug 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5690662 The complaint Mr W believes Stellantis Financial Services UK Limited (formerly Vauxhall Finance) (“Stellantis”) wrongfully applied their own terms and conditions when they thought he had breached an agreement he held with them. What happened In October 2019, Mr W acquired a... (6 pages)View decision -
Decision Reference DRN-5751385
14 Aug 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5751385 The complaint Mr L complains that Clydesdale Bank Plc trading as Virgin Money declined his claim for a refund of a transaction made using his Virgin credit card. What happened My provisional decision of 30 July 2025 set out the background to this complaint: “In May 2022, Mr ... (5 pages)View decision
