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 162078 results
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Decision Reference DRN-4769846
7 Feb 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-4769846 The complaint Mr D complains that BMW Financial Services (GB) Limited trading as ALPHERA Financial Services (BMWFS) terminated his hire purchase agreement and won’t reinstate it. What happened In November 2022, Mr D was supplied with a car through a hire purchase agreement ... (4 pages)View decision -
Decision Reference DRN-5190663
7 Feb 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5190663 The complaint and what happened Mr C complains that Wise Payments Limited (“Wise”) won’t refund money – around £4,500 – he lost when he fell victim to an employment scam in December 2022. Our investigator didn’t uphold the complaint. They didn’t think any of the payments lo... (2 pages)View decision -
Decision Reference DRN-4664262
7 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4664262 The complaint Mr O complains that Monzo Bank Ltd won’t refund him the money he lost after he fell victim to an Authorised Push Payment (APP) scam. What happened The background to this complaint is well known to both parties so I won’t repeat it all in detail here. But in su... (6 pages)View decision -
Decision Reference DRN-4976987
7 Feb 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-4976987 The complaint Miss S complains about how Healthcare Finance Limited (‘HFL’) responded to a claim she made to it in respect of dental treatment she paid for using the fixed sum loan it provided. What happened While I might not comment on everything (only what I consider key) ... (6 pages)View decision -
Decision Reference DRN-5077060
7 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5077060 The complaint Miss G complains that Revolut Ltd refused to reimburse her after she fell victim to a scam. What happened The facts of this case are well known to the parties, and were previously set out by our investigator, so I don't intend to set them out in full here.... (9 pages)View decision -
Decision Reference DRN-5315153
7 Feb 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5315153 The complaint Mr and Mrs P’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’). What ha... (9 pages)View decision -
Decision Reference DRN-4775570
7 Feb 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4775570 The complaint Mr and Mrs I complain that the Royal Bank of Scotland PLC (‘RBS’) won’t refund a payment they made after falling victim to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. But in summary... (3 pages)View decision -
Decision Reference DRN-4517559
7 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4517559 The complaint Mr A complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mr A was contact... (3 pages)View decision -
Decision Reference DRN-5083203
7 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5083203 The complaint Mr R complains that Lloyds Bank PLC (Lloyds) is refusing to refund him the amount he lost as the result of a scam. Mr R is being represented by a third party. To keep things simple, I will refer to Mr R throughout my decision. What happened The background of th... (3 pages)View decision -
Decision Reference DRN-5244325
7 Feb 2025 Kensington Mortgage Company Limited UpheldMortgagesDRN-5244325 The complaint Mr G and Miss W’s complaint is about a second charge mortgage that Kensington Mortgage Company trading as Acenden administers on behalf of the lender. They don’t feel that they were provided with the help they needed and asked for when they were in financial di... (4 pages)View decision
