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 171071 results
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Decision Reference DRN-5637790
1 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5637790 The complaint Mr M complains that Revolut Ltd (‘Revolut’) won’t refund the money he lost to an investment scam. He’s represented by a firm of solicitors. To keep things simple, I’ll refer to Mr M throughout this decision. What happened The background is known to both parties... (3 pages)View decision -
Decision Reference DRN-5728144
1 Aug 2025 Brent Shrine Credit Union Limited Not upheldConsumer CreditDRN-5728144 Complaint Miss R has complained about a loan Brent Shrine Credit Union Limited trading as My Community Bank (“MCB”) provided to her. She says that loan was unaffordable and this led to her relying on her overdraft to manage her finances. Background MCB provided Miss R with ... (3 pages)View decision -
Decision Reference DRN-5730790
1 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5730790 The complaint Mr C 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-5542495
1 Aug 2025 Black Horse Limited Not upheldConsumer CreditDRN-5542495 The complaint Mr K complains that the car he acquired through Black Horse Limited trading as Black Horse (“BHL”), wasn’t of satisfactory quality. He wants BHL to compensate him and contribute towards the costs he’s incurred. What happened Mr K entered into a hire purchase ag... (3 pages)View decision -
Decision Reference DRN-5648801
1 Aug 2025 Blue Motor Finance Ltd UpheldConsumer CreditDRN-5648801 The complaint Mr Y complains that a car acquired under a hire purchase agreement with Blue Motor Finance Ltd wasn’t of satisfactory quality when it was supplied to him. What happened The parties are familiar with the background of this complaint so I will only summarise wha... (4 pages)View decision -
Decision Reference DRN-5700687
1 Aug 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5700687 The complaint Mr S has complained about the way NewDay Ltd trading as Pulse Credit Card handled a claim for money back in relation to a transaction he’d made using his credit card. What happened The circumstances of the complaint are well known to the parties, so I’m not go... (3 pages)View decision -
Decision Reference DRN-5685272
1 Aug 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5685272 The complaint Miss B is complaining that Wise Payments Limited didn’t do enough to prevent her from making payments to a scam. What happened Both parties are familiar with the circumstances, so I’ll only summarise them here. In December 2023 Miss B fell victim to a job scam.... (3 pages)View decision -
Decision Reference DRN-5504256
1 Aug 2025 Clydesdale Bank Plc Not upheldMortgagesDRN-5504256 The complaint Mr and Mrs C have said that Clydesdale Bank Plc unfairly refused to proceed with an application they wanted to make to port their mortgage to a different property. What happened Mr and Mrs C held an existing mortgage with Clydesdale. A mortgage offer issued in ... (5 pages)View decision -
Decision Reference DRN-5730511
1 Aug 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5730511 The complaint Mr A complains that Oodle Financial Services Limited declined to reimburse him loss of earnings when he had been unable to use a van supplied via a hire purchase agreement because it wasn’t of satisfactory quality. What happened Mr A entered into a five-year hi... (3 pages)View decision -
Decision Reference DRN-5701050
1 Aug 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5701050 The complaint Mr B complains that Metro Bank PLC (‘Metro’) registered two fraud prevention markers against him without due cause. What happened The circumstances of this complaint have been explained in detail in our investigator’s view of this complaint, which was shared wi... (2 pages)View decision
