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 162957 results
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Decision Reference DRN-5228469
28 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5228469 The complaint Mr S complains that Monzo Bank Ltd didn’t do enough to prevent the loss he suffered when he fell victim to a scam. Mr S has used a representative to bring his complaint. But for ease of reading, I’ll mostly refer to Mr S himself where I also mean the represent... (3 pages)View decision -
Decision Reference DRN-5339661
28 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5339661 The complaint Mrs J complains that Revolut Ltd won’t refund the money she lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. However, in brief, Mrs J fell victim to a fake job scam after she wa... (10 pages)View decision -
Decision Reference DRN-5233946
28 Feb 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5233946 The complaint Ms H complains Nationwide Building Society didn’t do enough to help get a refund for a payment made on her debit card. What happened In November 2022, Ms H paid for a swimming event on her Nationwide debit card, for an event taking place in August 2023. After... (3 pages)View decision -
Decision Reference DRN-4915372
28 Feb 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-4915372 The complaint Mr C complains that Oodle Financial Services Limited trading as Oodle Car Finance (“Oodle”) didn’t notify him of his options to exit a hire purchase agreement he held with them in relation to a van he acquired. Mr C said Oodle incorrectly terminated the agreeme... (4 pages)View decision -
Decision Reference DRN-5173729
28 Feb 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-5173729 The complaint Miss P complains that Healthcare Finance Limited (“HFL”) failed to pay out on a claim she made to it about the failure of a supplier to deliver the dental treatment which she paid for with credit it provided. What happened In June 2023 Miss P entered into a 25-... (4 pages)View decision -
Decision Reference DRN-5025298
28 Feb 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5025298 The complaint Ms C complains that the car she acquired through MotoNovo Finance Limited (“MFL”) wasn’t of satisfactory quality. She wants MFL to fairly and reasonably settle her complaint and cover the costs that she’s incurred. What happened Ms C entered into a hire purchas... (4 pages)View decision -
Decision Reference DRN-5313819
28 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5313819 The complaint Mr S complains that Revolut Ltd advised him to reinstall his app, and that doing so resulted in requests for identification documents and threats to restrict his account. What happened Mr S tried to update his new address through the Revolut app after moving ho... (3 pages)View decision -
Decision Reference DRN-5305361
28 Feb 2025 Everyday Lending Limited Not upheldConsumer CreditDRN-5305361 The complaint Mr H complains that Everyday Lending Limited trading as Everyday Loans (Everyday) acted irresponsibly in agreeing to lend to him. What happened In February 2024 Mr H entered into a Fixed Sum Loan Agreement with Everyday for £6,500. He said the lending was for d... (3 pages)View decision -
Decision Reference DRN-4922587
28 Feb 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4922587 The complaint Mr and Mrs E complain that Bank of Scotland plc, trading as Halifax (‘Halifax’), hasn’t refunded all the money they lost after Mr E fell victim to a scam. Although funds were sent from a joint account, it was only Mr E who made the scam payments. So, for ease,... (5 pages)View decision -
Decision Reference DRN-5125498
28 Feb 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5125498 The complaint Mr M complains about Consumer Finance Ltd (“Creation”). He complains about the lack of help and support he says Creation has provided. Mr M also says it won’t accept a full and final settlement payment to close his account. What happened The issues Mr M has ex... (3 pages)View decision
