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 170994 results
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Decision Reference DRN-5659674
21 Jul 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5659674 Complaint Mr H complains that BMW Financial Services (GB) Limited (trading as “Alphera” Financial Services) unfairly entered into a hire-purchase agreement with him. He’s said that the finance was unaffordable which resulted in him having to borrow elsewhere to make his repa... (5 pages)View decision -
Decision Reference DRN-5610042
21 Jul 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5610042 Complaint Ms M has complained about the overdraft charges Clydesdale Bank Plc (trading as “Virgin Money”) applied to her current account. Ms M is being represented, by the (“representative”), in her complaint. The representative has said the charges applied to Ms M’s accou... (5 pages)View decision -
Decision Reference DRN-5363395
19 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5363395 The complaint Mr M is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr M fell victim to a cruel investment scam. After responding to an advert he saw on social media ... (5 pages)View decision -
Decision Reference DRN-5343440
18 Jul 2025 Bluestone Mortgages Limited Not upheldMortgagesDRN-5343440 The complaint Mr and Mrs G complain that Bluestone Mortgages Limited treated them unfairly when they fell behind with their mortgage payments. Mr G has dealt with the complaint. What happened Mr and Mrs G took out a mortgage in 2022. The mortgage fell into arrears in late 20... (4 pages)View decision -
Decision Reference DRN-5696236
18 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5696236 The complaint Mr Y has complained about Monzo not refunding several payments he says he made and lost to scams. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here. In summary Mr Y says he made payments to differ... (4 pages)View decision -
Decision Reference DRN-5044197
18 Jul 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5044197 The complaint The Estate of Mr D complains that The Co-Operative Bank Plc (‘Co-op’) declined to refund over £12,000 which they say was lost as the result of a fraud or theft. What happened This complaint has been brought by Mr J, an executor of the Estate of Mr D. Mr J said ... (4 pages)View decision -
Decision Reference DRN-5457089
18 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5457089 The complaint Mr D complains Monzo Bank Ltd is holding him liable for payments which he didn’t authorise – and has closed his account. What happened Mr D reports that, around 3am on 31 October 2024, he had been on a night out with friends and was outside the venue by himself... (3 pages)View decision -
Decision Reference DRN-5584685
18 Jul 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5584685 The complaint Mr A complains that Kroo Bank Ltd (‘Kroo’) declined to refund a series of transactions totalling over £15,000 which he says he did not make or otherwise authorise. What happened The details of this complaint are well-known by both parties, so I will not go int... (5 pages)View decision -
Decision Reference DRN-5511980
18 Jul 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5511980 The complaint Mr K complains that Oodle Financial Services Limited (“Oodle”), trading as Oodle Car Finance, irresponsibly granted him a hire purchase agreement he couldn’t afford to repay. What happened In October 2023 Mr K acquired a used car financed by a hire purchase ag... (3 pages)View decision -
Decision Reference DRN-5490870
18 Jul 2025 MoneyGram International Limited Not upheldBanking and PaymentsDRN-5490870 The complaint Mrs A complains that MoneyGram International Limited (‘MoneyGram’) released funds intended for her sister to a scammer who had deceived her sister through a visa scam. What happened The details of this complaint are well known to both parties, so I will not go ... (3 pages)View decision
