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-5634380
18 Jun 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5634380 The complaint Mrs D’s complaint is made in relation to a loan she took out in 2014 and is, in essence, that Shawbrook Bank Limited acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 ... (9 pages)View decision -
Decision Reference DRN-5056668
18 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5056668 The complaint Mr A complains Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened Both parties are familiar with the circumstances of the scam, so I’ll only summarise the details here. Mr A said in October 2023 he was looking... (4 pages)View decision -
Decision Reference DRN-5376060
18 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5376060 The complaint Miss S is unhappy that Revolut Ltd won’t reimburse money she lost to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In summary, Miss S has explained that between October 2023 and Novembe... (5 pages)View decision -
Decision Reference DRN-5593465
18 Jun 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5593465 The complaint Mr P complains about a car supplied to him on finance by RCI Financial Services Limited trading as Nissan Financial Services (‘RCI’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. I... (5 pages)View decision -
Decision Reference DRN-5358227
18 Jun 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5358227 The complaint N a limited company complains Lloyds Bank PLC failed to properly transfer online banking access when changes were requested. This resulted in N’s account being passed to collections. N is represented by two directors – Mr N and Mrs B. What happened The detail... (4 pages)View decision -
Decision Reference DRN-5498306
18 Jun 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5498306 The complaint Miss E complains that Moneybarn No 1 Limited trading as Moneybarn sold her car finance which was unaffordable for her. What happened In July 2019 Miss E entered into a conditional sale agreement with Moneybarn to purchase a car. The capital amount of the loan w... (3 pages)View decision -
Decision Reference DRN-5598823
18 Jun 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5598823 The complaint Mr and Mrs W’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) deciding against paying a claim under Section 75 of the Consumer Credit Act 1974 – as amended - (the “CCA”) and (2) participating in an un... (8 pages)View decision -
Decision Reference DRN-5543582
18 Jun 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5543582 The complaint Mr C complains that Kroo Bank Ltd hasn’t reimbursed a payment that he says he didn’t make. He’s also unhappy with the customer service related to his claim. What happened As both parties are familiar with the facts of this case, I’ll summarise them briefly. Mr ... (3 pages)View decision -
Decision Reference DRN-5577746
18 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5577746 The complaint Mr C complains that Revolut Ltd is holding him liable for payments he didn’t make. What happened In December 2024, Mr C reported several card payments totalling just over £700, to an e-commerce company and a telecommunications provider, as unauthorised. The di... (2 pages)View decision -
Decision Reference DRN-5245236
18 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5245236 The complaint Mr A complains that Monzo Bank Ltd won’t refund money he says was lost to a scam. Mr A is represented by a firm I’ll refer to as R. For ease, I have referred to comments made by R as though Mr A himself made them. What happened Mr A said the following payments ... (4 pages)View decision
