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 157006 results
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Decision Reference DRN-5348981
27 Feb 2025 Lendable Ltd UpheldConsumer CreditDRN-5348981 The complaint Miss W complains that Lendable Ltd lent irresponsible when it approved her loan application. What happened Miss W applied for a loan of £9,500 with Lendable over a sixty month term in April 2021. The reason given for the loan was debt consolidation. In her app... (3 pages)View decision -
Decision Reference DRN-4960533
27 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4960533 The complaint Mr B complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr B is being represented by a third party. To keep things simple, I will refer to Mr B throughout my decision. What happened The background of this ... (8 pages)View decision -
Decision Reference DRN-4979944
27 Feb 2025 Atlantic Money Ltd Not upheldBanking and PaymentsDRN-4979944 The complaint Mr D complains that Atlantic Money Ltd failed to protect him from losing money to a scam. He also complains it failed to take adequate steps to recover his money. What happened The background of this complaint is already known to both parties, so I won’t repeat... (4 pages)View decision -
Decision Reference DRN-5297788
27 Feb 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5297788 The complaint Mrs O complains that NewDay Ltd irresponsibly lent to her. What happened Mrs O was approved for an NewDay credit card (which I will refer to as A in this decision), in May 2020 with a credit limit of £1,200. I have detailed the credit limit changes below: Octob... (4 pages)View decision -
Decision Reference DRN-5119285
27 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5119285 The complaint Mr H complains that Monzo Bank Ltd unfairly blocked his account, returned an incoming payment and then closed his account. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of ... (3 pages)View decision -
Decision Reference DRN-5258321
27 Feb 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5258321 The complaint Ms D is unhappy that she was unable to access her on-line account, via The Royal Bank of Scotland Plc (RBS) app. She said the app locks her out for no reason and she has to repeatedly re-register to access her on-line banking. She also complains about poor serv... (2 pages)View decision -
Decision Reference DRN-5321654
27 Feb 2025 Saveable Limited Not upheldBanking and PaymentsDRN-5321654 The complaint Miss L complains that Saveable Limited trading as Plum Money (“Plum Money”) wouldn’t allow her to make another transfer to her ISA for the 2023/2024 tax year when it was discovered the funding of her ISA wasn’t done correctly. What happened Miss L opened an IS... (3 pages)View decision -
Decision Reference DRN-5298768
27 Feb 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5298768 The complaint Mr D complains that Vanquis Bank Limited irresponsibly lent to him. Mr D is represented by a solicitor’s firm in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr D himself. What happe... (2 pages)View decision -
Decision Reference DRN-5319773
27 Feb 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5319773 The complaint A company, which I’ll refer to as W, complains that its business accounts with Metro Bank PLC were closed due to attempted fraud and its banking was offline for 22 days because of administrative errors. Miss O, who is a director of C, brings the complaint on W’... (3 pages)View decision -
Decision Reference DRN-4890265
27 Feb 2025 First Merchant Processing (Ireland) Limited UpheldBanking and PaymentsDRN-4890265 The complaint A company, which I'll refer to as C, complains that, due to a failure in the service provided by First Merchant Processing (Ireland) Limited (trading as AIB Merchant Services (AIBMS)), it wasn’t able to take payments from its customers online through one o... (4 pages)View decision
