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 162957 results
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Decision Reference DRN-5313923
6 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5313923 The complaint Mrs R complains that Revolut Ltd didn’t do enough to protect her from the financial harm caused by an investment scam, or to help her recover the money once she’d reported the scam to it. What happened The detailed background to this complaint is well known to... (7 pages)View decision -
Decision Reference DRN-5128323
6 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5128323 The complaint Miss H complains Monzo Bank Ltd closed her account and reported a default without giving her notice. She further complains Monzo did not provide information about the Zero Affordability Plan (ZAP) Monzo placed her on. What happened Miss H explained she sadly ha... (4 pages)View decision -
Decision Reference DRN-4587370
6 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4587370 The complaint Miss B complains that Revolut Ltd failed to protect her from a scam. What happened In December 2023, Miss B received an email telling her she’d missed a parcel delivery and she needed to pay a fee to re-arrange the delivery. Miss B used her debit card to make ... (4 pages)View decision -
Decision Reference DRN-5281545
6 Feb 2025 Transave Credit Union Limited UpheldConsumer CreditDRN-5281545 The complaint Mr H has complained that Transave Credit Union Limited trading as Transave UK acted irresponsibly when it provided him with a series of loans between 2019 and 2023. Background Mr H is a member of Transave UK and applied for several loans with it between Decembe... (4 pages)View decision -
Decision Reference DRN-4810094
6 Feb 2025 Black Horse Limited Not upheldConsumer CreditDRN-4810094 The complaint Miss O complains about the satisfactory quality of a car supplied to her by Black Horse Limited trading as Land Rover Financial Services (“LRFS”). Miss O also believes there was a misrepresentation in relation to a second key that she thinks should have been su... (6 pages)View decision -
Decision Reference DRN-4737364
6 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4737364 The complaint Ms H complains that Revolut Ltd won’t refund money she lost when she was the victim of 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 and based on everything sent by bot... (5 pages)View decision -
Decision Reference DRN-5200332
6 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5200332 The complaint Mr A has complained about HSBC UK Bank Plc not refunding several payments he says he made and lost 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. In summary, Mr A fell victim to an ... (4 pages)View decision -
Decision Reference DRN-5310112
6 Feb 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-5310112 The complaint Mr M complains about Healthcare Finance Limited’s (HFL) response to his claim brought under section 75 Consumer Credit Act 1974 (s.75) in respect of dental aligner treatment he bought using a fixed sum loan from it What happened In August 2023 Mr M bought denta... (5 pages)View decision -
Decision Reference DRN-5134431
6 Feb 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5134431 The complaint Miss F complains Metro Bank PLC didn’t do enough to help get a refund for two purchases made on her debit card. What happened Miss F made a purchase online in August 2023 paying with her Metro Bank debit card. Miss F says she was incorrectly charged twice and ... (3 pages)View decision -
Decision Reference DRN-5311650
6 Feb 2025 Secure Trust Bank Plc UpheldConsumer CreditDRN-5311650 The complaint Mrs K is unhappy that a car supplied to her under a hire purchase agreement with Secure Trust Bank Plc trading as V12 Vehicle Finance was of an unsatisfactory quality. Mrs K has been represented during the claim and complaint process by Mr K. For ease of refe... (6 pages)View decision
