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-5545642
7 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5545642 The complaint Mr I complains that Revolut Ltd didn’t do enough to prevent him losing money to a job scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of some of the key events here. In 2024, Mr I w... (2 pages)View decision -
Decision Reference DRN-5619372
7 Aug 2025 Lowell Portfolio I Ltd UpheldConsumer CreditDRN-5619372 The complaint Mrs M complains Lowell Portfolio I Ltd trading as Lowell provided really poor customer service when dealing with fraudulent debts. Mr M has supported Mrs M in bringing this complaint, so I’ll also refer to him in this decision. What happened In April 2023 Mrs M... (4 pages)View decision -
Decision Reference DRN-5596569
7 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5596569 The complaint B, a limited company, complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) won’t refund the money they lost as the result of a scam. Mr R, a director of B, brings the complaint on B’s behalf. What happened The background to this complai... (7 pages)View decision -
Decision Reference DRN-5545648
7 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5545648 The complaint Mr I complains that Monzo Bank Ltd didn’t do enough to prevent him losing money to a job scam. He is also unhappy with the service provided. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overvie... (3 pages)View decision -
Decision Reference DRN-5740370
7 Aug 2025 Link Financial Outsourcing Limited Not upheldConsumer CreditDRN-5740370 The complaint Ms M complains Link Financial Outsourcing Limited failed to correctly apply payments to her debts from her debt management plan (DMP) leading to them harassing her about the debt. She’s also says Link failed to properly investigate the issue when she first rais... (3 pages)View decision -
Decision Reference DRN-5737638
7 Aug 2025 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-5737638 The complaint Mrs H complains Lowell Portfolio I Ltd incorrectly recorded a default against her credit file for a debt they never should have had. What happened I issued a provisional decision setting out what’d happened, and what I thought about that. I’ve copied the releva... (3 pages)View decision -
Decision Reference DRN-5740361
7 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5740361 The complaint Mr B complains that Revolut Ltd won’t refund the money he lost when he was the victim of a scam. What happened In September 2023, Mr B came across an advert for an investment company on a social media platform. And as he was interested in earning additional in... (5 pages)View decision -
Decision Reference DRN-5534676
7 Aug 2025 Lowell Portfolio I Ltd UpheldConsumer CreditDRN-5534676 The complaint Mrs B complains Lowell Portfolio I Ltd are asking her to repay debts which aren’t hers. She’s also unhappy with the frequency of the contact from Lowell. What happened In December 2023 Mrs B says she first received a letter addressed to a person with the same s... (3 pages)View decision -
Decision Reference DRN-5634627
6 Aug 2025 Mi Vehicle Finance Limited UpheldConsumer CreditDRN-5634627 The complaint Mr F complains MI Vehicle Finance Limited (MI) haven’t treated him fairly because it didn’t show him forbearance and due consideration when he experienced financial difficulties. What happened Mr F entered into a hire purchase agreement with MI in January 2023... (4 pages)View decision -
Decision Reference DRN-5740276
6 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5740276 The complaint Mr S and Ms S are unhappy with HSBC Bank Plc. They visited a local branch to open a joint account together. Mr S said the branch incorrectly opened a joint current account rather than a joint savings account. He also said HSBC carried out a hard credit search a... (4 pages)View decision
