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-5094143
7 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5094143 The complaint Mr W complains that Monzo Bank Ltd (“Monzo”) won’t refund payments he 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 summary, I understand it to be as follows. ... (5 pages)View decision -
Decision Reference DRN-5644731
7 Aug 2025 Link Financial Outsourcing Limited UpheldConsumer CreditDRN-5644731 The complaint The estate of Mr B complains Link Financial Outsourcing Limited have an outstanding debt which they don’t think is valid. Mr B is dealing with the estate, so for simplicity I’ll mainly refer to him in this decision. What happened An account in the name of the l... (3 pages)View decision -
Decision Reference DRN-5740392
7 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5740392 The complaint Mr K is unhappy Revolut Ltd won’t refund payments he made as part of a scam. What happened At the end of 2023 Mr K met someone on a dating app, who turned out to be a scammer. The conversation eventually turned to what they did for work, and Mr K was introduced... (8 pages)View decision -
Decision Reference DRN-5596256
7 Aug 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5596256 The complaint Ms K complains that when visiting a branch of Bank of Scotland plc trading as Halifax, she was asked to wait to see a member of staff, had her name called out in public which represents a data breach, and didn’t receive a call back from the branch manager as pr... (2 pages)View decision -
Decision Reference DRN-4967718
7 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4967718 The complaint Mr P complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened In November 2023, Mr P was looking for a way to earn some extra income and came across an advert on a social media website for an advertising comp... (3 pages)View decision -
Decision Reference DRN-5740638
7 Aug 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5740638 The complaint Mr H’s complaint is, in essence, that Mitsubishi HC Capital UK Plc, trading as Novuna Consumer Finance (‘the Lender’), acted unfairly and unreasonably by (1) deciding against paying a claim made under Section 75 of the Consumer Credit Act 1974 (‘CCA’), (2) bein... (5 pages)View decision -
Decision Reference DRN-5740629
7 Aug 2025 Tandem Personal Loans Ltd UpheldConsumer CreditDRN-5740629 The complaint Ms S’s complaint is, in essence, that Oplo PL Ltd 1 (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding against ... (15 pages)View decision -
Decision Reference DRN-5628115
7 Aug 2025 Cabot Credit Management Group Limited Not upheldConsumer CreditDRN-5628115 The complaint Mr B complains Cabot Credit Management Group Limited are contacting him regarding a debt in two other people’s names he knows nothing about. What happened Mr B has been receiving letters to his home address, but for two people he says he’s unaware of. He says h... (3 pages)View decision -
Decision Reference DRN-5638306
7 Aug 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5638306 The complaint Mr K complains that Clydesdale Bank Plc, trading as Virgin Money, won’t refund the money he lost when he was the victim of a scam. What happened In June 2022, Mr K was looking for ways to earn more interest on his savings and came across a cryptocurrency inves... (4 pages)View decision -
Decision Reference DRN-5723149
7 Aug 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5723149 The complaint Mr and Mrs S’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 ... (15 pages)View decision
