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 162956 results
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Decision Reference DRN-5377010
6 Mar 2025 Secure Trust Bank Plc Not upheldConsumer CreditDRN-5377010 The complaint Ms E is unhappy that a car supplied to her under a hire purchase agreement with Secure Trust Bank Plc trading as Moneyway (“Secure”) was of an unsatisfactory quality. When I refer to what Ms E has said and what Secure has said, it should also be taken to inclu... (5 pages)View decision -
Decision Reference DRN-5376984
6 Mar 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5376984 The complaint Mr B complains that Barclays Bank UK Plc won’t reimburse him after he believes he fell victim to a scam. What happened Mr B owned a flat and wanted some work done on it. He posted his job online, on a website that connected customers with tradesmen, and was co... (4 pages)View decision -
Decision Reference DRN-5303145
6 Mar 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5303145 The complaint Miss N has complained that Bank of Scotland plc trading as Halifax failed in its duty of care to stop her from gambling excessively from her account. Background Miss N has a bank account with Halifax. She has explained that in early 2021 she started to gamble i... (3 pages)View decision -
Decision Reference DRN-5350008
6 Mar 2025 Plata Finance Limited Not upheldConsumer CreditDRN-5350008 The complaint Miss S is unhappy that Plata Finance Limited trading as Zopa (at the time Zopa Limited) (‘Zopa’) unfairly reported a default to her credit file in respect of her personal loan. Miss S wants Zopa to remove the default marker from her credit file as it’s affecti... (2 pages)View decision -
Decision Reference DRN-5346125
6 Mar 2025 Frasers Group Financial Services Limited Not upheldConsumer CreditDRN-5346125 I’ve considered the relevant information about this complaint. Having done so, I’m not minded to uphold this complaint. The deadline for both parties to provide any further comments or evidence for me to consider is 20 March 2025. Unless the information changes my mind, my f... (3 pages)View decision -
Decision Reference DRN-4718245
6 Mar 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4718245 The complaint Miss F has complained about Barclays Bank UK Plc not refunding several payments she says she made and lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summary, Miss F fell vic... (4 pages)View decision -
Decision Reference DRN-5331702
6 Mar 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5331702 The complaint Ms S is unhappy that Clydesdale Bank plc trading as Virgin Money (‘Virgin’) reported missed credit card payments to her credit file. Ms S wants her credit file amending, and for Virgin to pay her compensation. What happened Ms S didn’t pay her credit card whe... (3 pages)View decision -
Decision Reference DRN-5154288
6 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5154288 The complaint Ms W complains that Revolut Ltd did not refund a series of payments she lost to a scam. What happened Ms W found an investment opportunity on social media, that was being endorsed by multiple well-known celebrities. Unfortunately, this turned out to be a scam. ... (10 pages)View decision -
Decision Reference DRN-5238956
6 Mar 2025 The Co-operative Bank Plc Not upheldMortgagesDRN-5238956 The complaint Mrs F is unhappy that The Co-operative Bank Plc trading as Platform declined her porting application and didn’t share its lending criteria with her. She is also unhappy with the long call wait times she experienced. What happened Mrs F had a residential mortgag... (3 pages)View decision -
Decision Reference DRN-5365998
6 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5365998 The complaint Mr S complains that Monzo Bank Limited did not refund a series of payments he lost to a scam. What happened Mr S fell victim to a task-based job scam after he was contacted by a ‘recruiter’ and offered a remote, flexible job in which he had to complete a set am... (3 pages)View decision
