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-5537796
25 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5537796 The complaint Mr S complains Monzo Bank Ltd unfairly closed his account and recorded a Cifas marker. What happened The details that led to Mr S bringing this complaint are not in dispute and were relayed by our investigator when they gave their view, so I won’t repeat them h... (2 pages)View decision -
Decision Reference DRN-5687772
25 Jul 2025 Marsh Finance & Commercial Limited Not upheldConsumer CreditDRN-5687772 The complaint Mr P complains that Marsh Finance & Commercial Limited (“Marsh”) provided him with a hire purchase agreement that wasn’t affordable for him. What happened In October 2023, Marsh provided Mr P with a hire purchase agreement, for a used car, through a credit... (3 pages)View decision -
Decision Reference DRN-5712183
25 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5712183 The complaint Ms L complains that Revolut Ltd (“Revolut”) hasn’t refunded her the amount she lost to an impersonation scam. What happened I issued a provisional decision in July 2025 to explain why I thought Ms L’s’ complaint should be upheld. And I said I’d consider anythin... (7 pages)View decision -
Decision Reference DRN-5711947
25 Jul 2025 Stellantis Financial Services UK Limited Not upheldConsumer CreditDRN-5711947 The complaint Mr M1 and Mr M2 say Stellantis Financial Services UK Limited trading as Vauxhall Finance (‘Stellantis’), irresponsibly lent to them. They say that it didn’t take reasonable steps to ensure that, Mr M2 primarily, could afford the repayments towards a conditional... (5 pages)View decision -
Decision Reference DRN-4993358
25 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4993358 The complaint Miss M complains that Wise Payments Ltd. (‘Wise’) declined to refund her £4,650, which she says she lost as a result of a scam. What happened The details of this complaint are well-known to both parties, so I won’t go into every detail of what happened here. Bu... (3 pages)View decision -
Decision Reference DRN-5202762
25 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5202762 The complaint Mr B complains that HSBC UK Bank Plc (HSBC) 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 thi... (4 pages)View decision -
Decision Reference DRN-5245242
25 Jul 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5245242 The complaint Mr A has complained Santander UK plc won’t refund £2,800 he lost as the result of a cryptocurrency scam. What happened After attending an online social media seminar, Mr A was sufficiently persuaded by the various success stories he’d heard to set up his own tr... (3 pages)View decision -
Decision Reference DRN-5619099
25 Jul 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5619099 Complaint Miss F has complained about a credit card and limit increase that Clydesdale Bank Plc (trading as “Virgin Money”) provided to her. She says that sufficient check would have shown that she shouldn’t have been lent to. Background Virgin Money initially provided Miss... (4 pages)View decision -
Decision Reference DRN-5509136
25 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5509136 The complaint Miss V complains that Barclays Bank UK PLC trading as Tesco Bank irresponsibly lent to her. Miss V is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as bei... (2 pages)View decision -
Decision Reference DRN-5541478
25 Jul 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5541478 The complaint Mr S complains that HSBC UK Bank Plc (HSBC) didn’t agree to a full refund under Section 75 of the Consumer Credit Act 1974 (Section 75), for a faulty car. He’s also said HSBC failed to progress the claim in a timely way and made repeated requests for informatio... (4 pages)View decision
