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 171073 results
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Decision Reference DRN-5868644
22 Oct 2025 LeasePlan UK Limited Not upheldConsumer CreditDRN-5868644 The complaint Mrs J complains about end of contract charges when her agreement with LeasePlan UK Limited trading as Network (LPUK) ended. What happened On 30 January 2019 Mrs J was supplied with a car and entered into a hire agreement with LPUK. When the vehicle was returned... (2 pages)View decision -
Decision Reference DRN-5710738
22 Oct 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5710738 The complaint Mr R complains that Wise Payments Limited won’t refund money he lost when he fell victim to a scam. A representative who I will call “C” complains on behalf of Mr R. What happened The background of this complaint is well known to both parties so I’ll only refer... (3 pages)View decision -
Decision Reference DRN-5648751
22 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5648751 The complaint Ms C complains that Revolut Ltd will not reimburse funds she said she lost to a scam. What happened Ms C made two payments totalling £489.87 for the purchase of cryptocurrency. She reported the matter to Revolut but it didn’t reimburse the funds she said had be... (2 pages)View decision -
Decision Reference DRN-5748258
22 Oct 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5748258 The complaint Mr G complains that Oodle Financial Services Limited (Oodle) hasn’t made a fair offer to settle his complaint about a car it supplied to him under a hire purchase agreement, which Oodle has accepted was of unsatisfactory quality. What happened In May 2024, Mr ... (3 pages)View decision -
Decision Reference DRN-5711171
22 Oct 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5711171 The complaint Mr C complains that Vanquis Bank Limited (Vanquis) gave in him incorrect information about a promotional offer on his credit card. What happened Mr C said that when he applied for the card it was advertised as being interest free on balance transfers and purcha... (3 pages)View decision -
Decision Reference DRN-5645608
22 Oct 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5645608 The complaint Mr B is unhappy that Monzo Bank Ltd haven’t refunded money he lost as a result of a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. In around N... (4 pages)View decision -
Decision Reference DRN-5898569
22 Oct 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5898569 The complaint Mr R complains that NewDay Ltd trading as Fluid irresponsibly lent to him. Mr R is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mr R him... (4 pages)View decision -
Decision Reference DRN-5758450
22 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5758450 The complaint Ms G complains HSBC UK Bank Plc doesn’t display all her card transactions on its app. What happened Ms G says HSBC has a long-standing problem with the way it displays her debit card transactions. Ms G has a condition meaning she needs to keep a close eye on ... (3 pages)View decision -
Decision Reference DRN-5576148
22 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5576148 The complaint Mr W complains that HSBC UK Bank Plc trading as first direct won’t reimburse him, after he sent funds for home renovations, that he now considers to have been a scam. What happened The circumstances surrounding this complaint have been set out in detail in our ... (3 pages)View decision -
Decision Reference DRN-5883950
22 Oct 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5883950 The complaint Miss R is unhappy that Zopa Bank Limited defaulted a personal loan she had with them. What happened In April 2023, Miss R took out a personal loan with Zopa. The agreement was for £14,000, with 48 monthly payments of £425.10. Miss R fell into financial difficu... (4 pages)View decision
