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 163568 results
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Decision Reference DRN-5314200
19 Mar 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5314200 The complaint Ms S complains that Wise Payments Limited didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well... (5 pages)View decision -
Decision Reference DRN-5394053
19 Mar 2025 Sainsbury's Bank Plc UpheldBanking and PaymentsDRN-5394053 The complaint Mr B complains about the service he received from Sainsbury’s Bank Plc (“Sainsbury’s Bank”) in relation to his credit card account. What happened Mr B held a credit card account with Sainsbury’s Bank. He had held the account for many years and says that he alw... (5 pages)View decision -
Decision Reference DRN-5274855
19 Mar 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5274855 The complaint Mr L complains that N.I.I.B Group Limited trading as Northridge Finance (‘Northridge’) irresponsibly entered into a hire purchase agreement with him. He says Northridge failed to take reasonable steps to ensure he could make repayments under the agreement susta... (5 pages)View decision -
Decision Reference DRN-5069895
19 Mar 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5069895 The complaint X complains about the way Nationwide Building Society handled his claims arising from a dispute with an airline. Because he paid the airline using his Nationwide credit card, he says that he has a claim against it. What happened In April 2023 X and his wife wer... (3 pages)View decision -
Decision Reference DRN-4554582
19 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4554582 The complaint Mr H complains that Revolut Ltd won’t refund him money he lost in an investment scam. Mr H is represented by a professional third-party representative, but I’ll refer just to Mr H for ease of reading. What happened I’ve summarised what I think are the key eve... (5 pages)View decision -
Decision Reference DRN-5077039
19 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5077039 The complaint Mr K complains that Monzo Bank Ltd (‘Monzo’) hasn’t refunded the money he lost after he fell victim to a scam. What happened The circumstances of the complaint are well-known to both parties. So, I don’t intend to repeat these in detail here. However, I’ll prov... (4 pages)View decision -
Decision Reference DRN-5408761
19 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5408761 The complaint Mr Z is unhappy Barclays Bank UK PLC will not refund the money he lost as the result of a scam. What happened As both parties are aware of the details of the scam I will not repeat them in full here. In summary, Mr Z fell victim to a job/task scam. He was cont... (3 pages)View decision -
Decision Reference DRN-5402448
19 Mar 2025 Bamboo Limited Not upheldConsumer CreditDRN-5402448 The complaint Mrs T complains that Bamboo Limited irresponsibly lent her three personal loans. What happened Mrs T took out a total of three personal loans with Bamboo: Start date Date repaid Amount borrowed Term (months) APR Monthly payment Loan 1 24/11/18 28/6/19 £1,500 2... (4 pages)View decision -
Decision Reference DRN-5083365
19 Mar 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5083365 The complaint Mr I complains NewDay Ltd, trading as BIP (“NewDay”), lent to him irresponsibly and is unhappy with the information recorded on his credit file. What happened In May 2022, Mr I applied for a credit card with NewDay. He was provided with a limit of £900, and th... (3 pages)View decision -
Decision Reference DRN-5406940
19 Mar 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5406940 The complaint Mr M complains about a car Zopa Bank Limited (“Zopa”) supplied to him under a hire purchase agreement wasn’t of satisfactory quality. What happened In September 2023 Zopa supplied a car to Mr M under a hire purchase agreement. It was about seven years old and h... (5 pages)View decision
