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 171072 results
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Decision Reference DRN-5628455
31 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5628455 The complaint Miss C complains that Barclays Bank UK PLC unfairly closed her accounts and failed to make reasonable adjustments for her. What happened Around February, Barclays decided to close Miss C’s accounts – citing unreasonable behaviour on her part as its reason. Miss... (2 pages)View decision -
Decision Reference DRN-5388912
31 Jul 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5388912 The complaint Miss S complains that a car that was supplied to her under a conditional sale agreement with Moneybarn No. 1 Limited, trading as Moneybarn, wasn’t of satisfactory quality. Miss S’s partner is also involved in her complaint. What happened A used car was supplied... (3 pages)View decision -
Decision Reference DRN-5599081
31 Jul 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5599081 The complaint Mrs S complains about the charge that’s been made by Mercedes-Benz Financial Services UK Limited for a car charger when she returned the car at the end of a hire purchase agreement and about other issues that she’s experienced. What happened A new car was suppl... (3 pages)View decision -
Decision Reference DRN-5726392
31 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5726392 The complaint Miss A complains NewDay Ltd (“NewDay”) irresponsibly provided her with credit cards and increased her limit when it wasn’t affordable. What happened In May 2022, Miss A applied for a credit card with NewDay (Marbles). The application was accepted, and she was ... (4 pages)View decision -
Decision Reference DRN-5723254
31 Jul 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5723254 The complaint Mr C complains that Bank of Scotland plc trading as Halifax failed in its duty to protect him when he fell victim to a scam. He said that his payments should have been detected by Halifax’s fraud detection systems and that had Halifax intervened, the scam would... (4 pages)View decision -
Decision Reference DRN-5239055
31 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5239055 The complaint Mrs K complains that Monzo bank Ltd won’t refund the money she lost after falling victim to a scam. What happened In August 2024, Mrs K was contacted by someone who said they could offer her a job opportunity. She was told she would need to complete daily task... (3 pages)View decision -
Decision Reference DRN-5239050
31 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5239050 The complaint Mrs K complains that Revolut Ltd won’t refund the money she lost after falling victim to a scam. What happened In August 2024, Mrs K was contacted by someone who said they could offer her a job opportunity. She was told she would need to complete daily tasks a... (2 pages)View decision -
Decision Reference DRN-5726688
31 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5726688 The complaint Mr M is unhappy with the service NewDay Ltd have provided to him in relation to his credit card. What happened On 9 September 2024 Mr M called NewDay in response to a letter he had received from them, but the call handler could not find the reason why Mr M had... (3 pages)View decision -
Decision Reference DRN-5441210
31 Jul 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5441210 Complaint Mr B complains that Advantage Finance Ltd (“Advantage Finance”) unfairly entered into a hire-purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable given his circumstances at the time and so he shouldn’t have been lent ... (3 pages)View decision -
Decision Reference DRN-5707005
31 Jul 2025 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-5707005 Complaint Mr S complains that Blue Motor Finance Ltd (“BMF”) unfairly entered into a hire-purchase agreement with him. He’s said that the payments to this agreement were unaffordable and so he should not have been lent to. Background In February 2020, BMF provided Mr S with... (3 pages)View decision
