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-5693211
12 Aug 2025 Go Car Credit Limited Not upheldConsumer CreditDRN-5693211 The complaint Mr C, through his representative, complains that Go Car Credit Limited (“GCC”) lent to him irresponsibly by approving a finance agreement for credit to purchase a vehicle which Mr C says he could not afford. What happened Mr C signed a Hire Purchase agreement (... (3 pages)View decision -
Decision Reference DRN-5498605
12 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5498605 The complaint Miss H complains that Monzo Bank Ltd won’t refund the money she lost when she fell victim to a job scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events her... (5 pages)View decision -
Decision Reference DRN-5528296
12 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5528296 The complaint Mr M has complained that Santander UK Plc won’t refund the money he lost after falling victim to a scam. What happened In late 2023, Mr M was texted out of the blue by a scammer, who pretended to have accidentally messaged the wrong number. The scammer continue... (2 pages)View decision -
Decision Reference DRN-5245656
12 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5245656 The complaint Mr M has complained that Bank of Scotland plc (trading as Halifax) won’t refund the money he lost after falling victim to a scam. What happened In late 2023, Mr M was texted out of the blue by a scammer, who pretended to have accidentally messaged the wrong num... (3 pages)View decision -
Decision Reference DRN-5588730
12 Aug 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5588730 The complaint Ms M complains that Nationwide Building Society (Nationwide) won’t provide her with a full refund after she fell victim to a job scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a very brief ove... (5 pages)View decision -
Decision Reference DRN-5736565
12 Aug 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5736565 The complaint Mr H complains about a claim he made to AMERICAN EXPRESS SERVICES EUROPE LIMITED (Amex) in respect of a faulty television. What happened In June 2023, £399 was paid using an Amex credit card to purchase a television. The purchase was made by Mr H’s wife, using ... (3 pages)View decision -
Decision Reference DRN-5736287
12 Aug 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-5736287 The complaint Miss W complains that Loans 2 Go Limited (“L2G”) irresponsibly provided her with a loan. What happened In November 2024, Miss W borrowed £1,000 from L2G; the money was to be repaid over a term of 24 months, with monthly repayments of £67.27. Shortly after tak... (3 pages)View decision -
Decision Reference DRN-5750912
12 Aug 2025 The Co-operative Bank Plc Not upheldMortgagesDRN-5750912 The complaint Mr B complains that The Co-operative Bank Plc trading as Britannia acted unfairly and in breach of mortgage regulations and court protocols when it took action for possession. Mr B asks that Britannia stops legal action and refunds any related fees applied to t... (5 pages)View decision -
Decision Reference DRN-5623832
12 Aug 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5623832 The complaint Mrs A complains that Bank of Scotland plc trading as Halifax unfairly recorded a marker against her name on a fraud prevention database, Cifas. What happened Mrs A applied for a joint mortgage with Halifax in 2023. The application was declined. Mrs A says she l... (2 pages)View decision -
Decision Reference DRN-4544095
12 Aug 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4544095 The complaint Mrs and Mr S’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably under the Consumer Credit Act 1974 (as amended) (the ‘CCA’). Background to the complaint On 13 July 2016, Mrs and Mr S traded in their trial me... (7 pages)View decision
