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-5716391
30 Jul 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5716391 The complaint Mr A is unhappy with how Moneybarn No. 1 Limited treated him when he got into financial difficulty in relation to a conditional sale agreement taken to finance a car. What happened In March 2024 Mr A was supplied with a used car through a conditional sale agree... (4 pages)View decision -
Decision Reference DRN-5623503
30 Jul 2025 Inclusive Finance Limited UpheldConsumer CreditDRN-5623503 The complaint Mr R complains that Inclusive Finance Limited trading as Creditspring has said that his loan account is in arrears, when he doesn’t think it was. What happened Mr R says that on 6 September 2024, he used an option provided by Creditspring to change his payment... (3 pages)View decision -
Decision Reference DRN-5724426
30 Jul 2025 Lenvi Servicing Limited UpheldMortgagesDRN-5724426 The complaint This complaint is about a help-to-buy (HTB) mortgage Ms R holds and which is administered by Lenvi Servicing Limited, hereafter referred to as LSL. The essence of the complaint is that Ms R isn’t happy with how LSL handled a request she made to remove her form... (5 pages)View decision -
Decision Reference DRN-5724179
30 Jul 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5724179 The complaint Miss B is unhappy that Zopa Bank Limited haven’t been administering her loan in accordance with the terms of the loan agreement regarding additional payments that she’s made. What happened In November 2023, Miss B successfully applied to Zopa for a personal lo... (6 pages)View decision -
Decision Reference DRN-5045777
30 Jul 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5045777 The complaint Mr G complains that Kroo Bank Ltd did not reimburse the funds he lost to a scam. What happened Mr G met a woman on social media on 7 June 2023, and they began talking. They built up a relationship and spoke about meeting each other. They talked regularly about ... (4 pages)View decision -
Decision Reference DRN-5191055
30 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5191055 The complaint Mrs G complains that Monzo Bank Ltd (Monzo) won’t reimburse her for payments she made to a scam. What happened On 29 November 2023 after Mrs G clicked a link in an email and entered some payment details, she received a call from a scammer claiming to be from t... (3 pages)View decision -
Decision Reference DRN-5500857
30 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5500857 The complaint Mr K complains that Lloyds Bank PLC won’t refund money he lost when he was a victim of an investment scam. Mr K is represented by a firm I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refer to... (4 pages)View decision -
Decision Reference DRN-5684478
30 Jul 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5684478 The complaint Mr H is unhappy that a van supplied to him under a hire purchase agreement with Oodle Financial Services Limited (Oodle) was of an unsatisfactory quality. What happened In November 2024 Mr H was supplied with a used van through a hire purchase agreement with Oo... (3 pages)View decision -
Decision Reference DRN-5564074
30 Jul 2025 Topaz Finance Limited Not upheldMortgagesDRN-5564074 The complaint Mr N complains that Topaz Finance Limited trading as Melanite Mortgages failed to pay £50 in offered compensation, failed to compensate him for an inappropriate call and incorrect information, and fails to sign its letters which he considers to be impolite. Wha... (3 pages)View decision -
Decision Reference DRN-5643356
30 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5643356 The complaint Mr K complains that Revolut Ltd won’t refund money he lost when he was a victim of an investment scam. Mr K is represented by a firm I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refer to som... (5 pages)View decision
