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-5252926
6 Mar 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5252926 The complaint Mr and Mrs L’s complaint is, in essence, that Shawbrook Bank Limited (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 (2)... (22 pages)View decision -
Decision Reference DRN-5203567
6 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5203567 The complaint Mr L complains that Lloyds Bank Plc has decided not to refund him after he was the victim of a scam. Mr L is being professionally represented – I’ll refer to his representatives as T. What happened Mr L fell victim to an investment scam. As a result, he made ... (3 pages)View decision -
Decision Reference DRN-5291560
6 Mar 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5291560 The complaint Mr and Mrs F’s complaint is, in essence, that Shawbrook Bank Limited (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 (2)... (24 pages)View decision -
Decision Reference DRN-4892075
6 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4892075 The complaint Mr S, who complains on behalf of Mr F, is unhappy that HSBC UK Bank Plc has declined to refund transactions that he says were made by an unauthorised individual. What happened In 2004, Mr F moved overseas to live with his girlfriend. Mr S, a friend of Mr F, say... (4 pages)View decision -
Decision Reference DRN-5006768
6 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5006768 The complaint Miss H complains about Revolut Ltd. She says that Revolut didn’t do enough to protect her when she became the victim of a scam and would like it to refund her the money she has lost. What happened Miss H saw an advert for investing in cryptocurrency on social... (3 pages)View decision -
Decision Reference DRN-5356313
6 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5356313 The complaint Ms G complains on behalf of her firm “S” about the service received from HSBC UK Bank Plc (“HSBC”) when processing transactions. In particular, she is unhappy with the time it took for HSBC to process a large transaction which resulted in her personally incurri... (3 pages)View decision -
Decision Reference DRN-5016128
6 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5016128 The complaint Mr H via a representative complains that HSBC UK Bank Plc (“HSBC”) won’t refund the money he lost to an investment scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. In November 2023, Mr H ... (3 pages)View decision -
Decision Reference DRN-5230376
6 Mar 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5230376 The complaint Mrs B is unhappy that a car supplied to her under a conditional sale agreement with Stellantis Financial Services UK Limited trading as Vauxhall Finance (‘Stellantis’) was of an unsatisfactory quality. What happened In March 2023, Mrs B was supplied with a use... (3 pages)View decision -
Decision Reference DRN-5314803
6 Mar 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5314803 The complaint Mr P complains that Vanquis Bank Limited irresponsibly lent to him. Mr P is represented by a solicitors firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr P himself. What happen... (4 pages)View decision -
Decision Reference DRN-5108311
6 Mar 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5108311 The complaint Mr B is unhappy with how Monzo Bank Ltd (Monzo) handled a chargeback claim he made to them. What happened Mr B complained about an online gaming subscription service he had taken out with a supplier I shall call ‘R’. He paid for this with his Monzo debit card a... (4 pages)View decision
