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-5679168
17 Jul 2025 Everyday Lending Limited Not upheldConsumer CreditDRN-5679168 The complaint Mrs W complains that Everyday Lending Limited (“ELL”) recorded a default against her personal loan while she was vulnerable and experiencing a period of financial difficulty. What happened In January 2023, Mrs W successfully applied for a personal loan with ELL... (4 pages)View decision -
Decision Reference DRN-5189838
17 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5189838 The complaint Mr S complains that Monzo Bank Ltd won’t refund him the money he lost after he fell victim to an Authorised Push Payment (“APP”) scam. In bringing his complaint to this service Mr S is represented, but for ease of reading I will refer to Mr S throughout this d... (8 pages)View decision -
Decision Reference DRN-5243815
17 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5243815 The complaint Mr S has complained that Revolut Ltd won’t refund money he has lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on giving the reasons for my decision. What I... (4 pages)View decision -
Decision Reference DRN-5632894
17 Jul 2025 NewDay Ltd Not upheldConsumer CreditDRN-5632894 The complaint Mrs B complains that NewDay Ltd trading as AO Finance (NewDay) acted irresponsibly in agreeing to credit she said was unaffordable for her. What happened In December 2021 Mrs B applied for a revolving credit facility with NewDay. Her application was successful ... (3 pages)View decision -
Decision Reference DRN-5243823
17 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5243823 The complaint Mr S has complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY “NatWest” won’t refund money he lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on ... (3 pages)View decision -
Decision Reference DRN-5263533
17 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5263533 The complaint Mr B complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) didn’t do enough to protect him when he made payments toward what he now believes to be a scam. He further complains that NatWest hasn’t reimbursed him since he reported the scam. Mr... (4 pages)View decision -
Decision Reference DRN-5350433
17 Jul 2025 Valour Finance Limited Not upheldConsumer CreditDRN-5350433 The complaint Mr A complains that Valour Finance Limited trading as Savvy.co.uk (“Valour”) lent to him irresponsibly in that it failed to carry out the regulatory checks required before lending. What happened Mr A took one loan with Valour in August 2024. He applied for £1,... (3 pages)View decision -
Decision Reference DRN-4921543
17 Jul 2025 Mitsubishi HC Capital UK Plc UpheldConsumer CreditDRN-4921543 The complaint Mr H’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Consumer Finance 1 (the Lender) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with him under Section 140A of the Consumer Credit Act 1974... (15 pages)View decision -
Decision Reference DRN-5455721
17 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5455721 The complaint Mr A complains that HSBC UK Bank Plc (“HSBC”) irresponsible lent him a credit card and acted unfairly when increasing the credit limit. He believes sufficient checks weren’t conducted. What happened In February 2019 Mr A applied for a balance transfer card wit... (4 pages)View decision -
Decision Reference DRN-5270880
17 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5270880 The complaint Mr P complains that Revolut Ltd won’t refund money he lost when he was a victim of an investment scam. Mr P is represented by a firm I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refer to som... (5 pages)View decision
