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 170827 results
-
Decision Reference DRN-5325376
17 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5325376 The complaint Mrs H, a sole trader, is unhappy that HSBC UK Bank Plc didn’t inform her when she took out a Bounce Back Loan (“BBL”) with them that she would be personally liable to repay the loan if her sole trader business stopped operating. What happened Mrs H successfully... (2 pages)View decision -
Decision Reference DRN-5086295
17 Jul 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5086295 The complaint Mr P complains about the service he has received from Clydesdale Bank Plc trading as Virgin Money (Virgin). In particular, he complains about not being able to access his cash Individual Savings Account (ISA) online and the service he has received when trying t... (6 pages)View decision -
Decision Reference DRN-5374852
17 Jul 2025 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5374852 The complaint Mrs W complains that Evergreen Finance London Limited trading as MoneyBoat.co.uk (“MoneyBoat”) lent to her irresponsibly as she could not afford to repay them. What happened Mrs W took three loans and the table gives a summary. Loan Approved Amount Repayments (... (3 pages)View decision -
Decision Reference DRN-5049559
17 Jul 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5049559 The complaint and background Mr H complains that Lloyds Bank PLC (“Lloyds”) didn’t do enough to protect him when he fell victim to an investment scam in October 2023, resulting in the loss of over £19,000. Our investigator didn’t uphold the complaint. Although he found that ... (2 pages)View decision -
Decision Reference DRN-5216031
17 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5216031 The complaint Ms M complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. Ms M is being represented by a third party. To keep things simple, I will refer to Ms M throughout my decision. What happened The background of this... (4 pages)View decision -
Decision Reference DRN-5216101
17 Jul 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5216101 The complaint Ms M complains that TSB Bank plc (TSB) is refusing to refund her the amount she lost as the result of a scam. Ms M is being represented by a third party. To keep things simple, I will refer to Ms M throughout my decision. What happened The background of this co... (3 pages)View decision -
Decision Reference DRN-5698162
17 Jul 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5698162 The complaint Mr and Mrs V’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’) and ... (14 pages)View decision -
Decision Reference DRN-5459554
17 Jul 2025 Black Horse Limited Not upheldConsumer CreditDRN-5459554 The complaint Ms B complains about problems she has had with a car Black Horse Limited supplied to her under a hire purchase agreement. What happened The facts of this case are familiar to both sides, so I don’t intend to repeat them again in detail here. Instead, I’ll prov... (5 pages)View decision -
Decision Reference DRN-5543144
17 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5543144 The complaint Mr E complains Monzo Bank Ltd blocked a £2,000 payment he was making to another account he held elsewhere to which he’d already sent a number of payments without issue. What happened Mr E has an account with Monzo Bank and a number of accounts elsewhere includi... (2 pages)View decision -
Decision Reference DRN-5588286
17 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5588286 The complaint A limited company, which I’ll refer to as E, complains that National Westminster Bank Plc has failed to compensate it fairly following an error made by the bank in wrongly reporting defaults to the credit reference agencies (“CRAs”). E is represented in bringin... (3 pages)View decision
