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 171073 results
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Decision Reference DRN-5861962
24 Oct 2025 First Holiday Finance Ltd UpheldConsumer CreditDRN-5861962 The complaint Mr and Mrs A’s complaint is, in essence, that First Holiday Finance Ltd (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 ... (17 pages)View decision -
Decision Reference DRN-5903109
24 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5903109 The complaint Mr F complains that Monzo Bank Ltd unfairly applied an adverse fraud marker against his name and closed his account. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. Mr F held an account ... (3 pages)View decision -
Decision Reference DRN-5659501
24 Oct 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5659501 The complaint Mrs R complains that NewDay Ltd irresponsibly lent to her. What happened Mrs R was approved for a NewDay branded credit card in September 2022 (which I will refer to as A in this decision), with a £300 credit limit. I have detailed the credit limit increases fo... (4 pages)View decision -
Decision Reference DRN-5819151
24 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5819151 The complaint Mr A complains that Monzo Bank Ltd won’t refund the money he lost when he was the victim of a scam. What happened In late 2020, Mr A says he started investing with a cryptocurrency investment company. He says he understood cryptocurrency he purchased would be ... (2 pages)View decision -
Decision Reference DRN-5422563
24 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5422563 The complaint Miss A complains that Santander UK Plc won’t refund the money she lost when she was the victim of what she feels was a scam. What happened In late 2023, Miss A was looking to get a new kitchen fitted and contacted a kitchen company she had seen advertised loca... (3 pages)View decision -
Decision Reference DRN-5552449
24 Oct 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5552449 The complaint Miss A complains Clydesdale Bank PLC trading as Virgin Money (Virgin) acted irresponsibly when it approved two credit card accounts for her. What happened Miss A says Virgin approved credit card accounts for her in January 2022 with a limit of £4,100 and £3,200... (3 pages)View decision -
Decision Reference DRN-5806744
24 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5806744 The complaint Mrs W complains that Revolut Ltd won’t refund the money she lost when she was the victim of a scam. What happened In May 2023, Mrs W received a text message from someone who said they were from a recruitment agency and had a potential job for her. Mrs W replie... (3 pages)View decision -
Decision Reference DRN-5783009
24 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5783009 The complaint Mrs W complains that Revolut Ltd won’t refund the money she lost when she was the victim of a scam. What happened In December 2023, Mrs W was looking to buy some cryptocurrency. She found someone selling the cryptocurrency she wanted online, agreed to purchase... (2 pages)View decision -
Decision Reference DRN-5660907
24 Oct 2025 Guavapay Limited UpheldBanking and PaymentsDRN-5660907 The complaint Mr G is unhappy that Guavapay Limited trading as MyGuava won’t refund payments he made because of a task-based scam. What happened In summary, Mr G was contacted by someone in November 2024, who he thought was making him a job offer. He was though chatting in ... (3 pages)View decision -
Decision Reference DRN-5903729
24 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5903729 The complaint Mr O complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY won’t refund the money he lost when he was the victim of what he feels was a scam. What happened In October 2021, Mr O says a work colleague of his introduced him to someone promoting a crypt... (4 pages)View decision
