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-5706392
24 Oct 2025 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5706392 Complaint Mr B complains that First Response Finance Limited (“First Response”) unfairly entered into a hire-purchase agreement with him. He’s said that the monthly payments to this agreement were unaffordable and so his application shouldn’t have been accepted. Background ... (3 pages)View decision -
Decision Reference DRN-5802250
24 Oct 2025 MONEYBARN NO.1 LIMITED Not upheldConsumer CreditDRN-5802250 Complaint Mr D complains that Moneybarn No.1 Limited (trading as “Moneybarn”) unfairly entered into a conditional sale agreement with him. He’s said that the agreement was unaffordable and that this created ongoing difficulty as he ended up missing payments to priority cred... (5 pages)View decision -
Decision Reference DRN-5800493
23 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5800493 THE COMPLAINT Mr M complains that Revolut Ltd (“Revolut”) will not reimburse him money he says he lost when he fell victim to a scam. Mr M is represented by Refundee in this matter. However, where appropriate, I will refer to Mr M solely in this decision for ease of readin... (3 pages)View decision -
Decision Reference DRN-5800474
23 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5800474 THE COMPLAINT Mr M complains that Monzo Bank Ltd (“Monzo”) will not reimburse him money he says he lost when he fell victim to a scam. Mr M is represented by Refundee in this matter. However, where appropriate, I will refer to Mr M solely in this decision for ease of readi... (3 pages)View decision -
Decision Reference DRN-5771547
23 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5771547 The complaint Mr A is unhappy with Monzo Bank Ltd. He said his credit file had been defaulted unfairly. Mr A felt Monzo had given him inadequate support as a vulnerable customer. And he was unhappy with the sudden and unexplained closure of his Monzo account. What happened... (6 pages)View decision -
Decision Reference DRN-5800513
23 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5800513 THE COMPLAINT Mr M complains that Lloyds Bank PLC (“Lloyds”) will not reimburse him money he says he lost when he fell victim to a scam. Mr M is represented by Refundee in this matter. However, where appropriate, I will refer to Mr M solely in this decision for ease of rea... (3 pages)View decision -
Decision Reference DRN-5899318
23 Oct 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5899318 The complaint A company I will call ‘T’ complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (‘NatWest’) has repeatedly blocked its account when payment from a particular international client is received. Mrs R, a director of T, brings the complaint on behalf of... (3 pages)View decision -
Decision Reference DRN-4747498
23 Oct 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-4747498 The complaint Mr and Mrs H’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’), (2)... (16 pages)View decision -
Decision Reference DRN-5754222
23 Oct 2025 Paragon Bank Plc Not upheldBanking and PaymentsDRN-5754222 The complaint Mrs S complains about how Paragon Bank PLC handled an ISA transfer request which she says caused a loss of interest and stress. What happened Mrs S holds several ISAs with Paragon. On 30 April 2025 Mrs S requested one of her Paragon ISAs be transferred to anot... (3 pages)View decision -
Decision Reference DRN-5881688
23 Oct 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5881688 The complaint Mr C complains Revolut Ltd won’t refund the money he lost to a recovery scam. What happened The background to this complaint is familiar to both parties, so I’ll only refer to some key events here. In June 2023, Mr C lost just over £11,000 to what turned out to... (5 pages)View decision
