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 162956 results
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Decision Reference DRN-5632942
19 Jun 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5632942 The complaint Mr P is unhappy that Motability Operations Limited trading as Motability (MOL) terminated his contract after the car supplied to him under a hire agreement was seized by the police. What happened In November 2023 Mr P was supplied with a new car through a hire ... (4 pages)View decision -
Decision Reference DRN-5318903
19 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5318903 The complaint Mr R is unhappy Santander UK Plc won’t reimburse him for the money he lost when he fell victim to a scam. Mr R is represented in this complaint by a solicitor, for simplicity I will refer to Mr R throughout this decision, even when referencing what his represe... (4 pages)View decision -
Decision Reference DRN-5625769
19 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsThe complaint Mr P complains that Monzo Bank Ltd didn’t do enough to help him recover the money he lost when he was overcharged by a merchant abroad. What happened Mr P arrived abroad and picked up a taxi at the airport. He needed to make a short journey of around 12 miles and was expectin... (6 pages)View decision -
Decision Reference DRN-5256947
19 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5256947 The complaint Mr L complains that Bank of Scotland trading as Halifax failed to prevent him losing his money to unknown third parties. Mr L is being represented by a claims management company, but for ease, I’ll only refer to Mr L in my decision. What happened The detailed... (4 pages)View decision -
Decision Reference DRN-5622473
19 Jun 2025 Barclays Bank UK PLC Not upheldConsumer CreditDRN-5622473 The complaint Mr M’s complaint is, in essence, that Barclays Bank UK PLC trading as Barclaycard (‘Barclaycard’) acted unfairly and unreasonably by (1) deciding against paying a claim under Section 75 of the CCA and (2) being party to an unfair credit relationship with him un... (9 pages)View decision -
Decision Reference DRN-5251808
19 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5251808 The complaint Mr S complains Monzo Bank Ltd (‘Monzo’), hasn’t reimbursed him following an authorised push payment (‘APP’) investment scam he fell victim to. He says Monzo should reimburse him for the money he lost. What happened As both parties are familiar with the circums... (6 pages)View decision -
Decision Reference DRN-5522884
19 Jun 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5522884 The complaint Mr M complains that AMERICAN EXPRESS SERVICES LIMITED (the “Lender”) has not honoured a liability he says arises out of his claim made under section 75 of the Consumer Credit Act 1974 (the “CCA”). What happened In 2018, Mr M was contacted by a someone from a ma... (6 pages)View decision -
Decision Reference DRN-5459157
19 Jun 2025 Trading 212 UK Limited Not upheldBanking and PaymentsDRN-5459157 The complaint Mr B complains that Trading 212 UK Limited (T Ltd) failed to advertise its gross interest rate alongside the Annual Equivalent Rate (AER). He would like the interest that should have been credited to his account to be backdated and applied. What happened Mr B ... (3 pages)View decision -
Decision Reference DRN-5635003
19 Jun 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5635003 The complaint Mr and Mrs B’s complaint is, in essence, that First Holiday Finance Ltd (‘the Lender’) acted unfairly and unreasonably by (1) declining to meet their claim of misrepresentation under Section 75 of the Consumer Credit Act 1974 (“CCA”) and (2) being party to an u... (11 pages)View decision -
Decision Reference DRN-5508572
19 Jun 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5508572 The complaint Mr S complains TSB Bank plc caused his account switch requests to fail when they removed an overdraft facility from an account he’d applied for. What happened The details of this complaint are well-known to both parties, so I won’t repeat them again here. The ... (2 pages)View decision
