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 157006 results
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Decision Reference DRN-5285632
24 Feb 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5285632 Complaint Miss D has complained about a credit card and subsequent limit increases that NewDay Ltd (trading as “Fluid”) provided to her. She says that her credit limit increases were irresponsibly provided. Background Fluid provided Miss D with a credit card, which had a cr... (3 pages)View decision -
Decision Reference DRN-5073572
22 Feb 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5073572 The complaint Mr S has complained that HSBC UK Bank Plc (“HSBC”) failed to protect him from falling victim to cryptocurrency-related investment scam, and hasn’t refunded what he lost. What happened The background of this complaint is already known to both parties, so I won’... (4 pages)View decision -
Decision Reference DRN-5307483
22 Feb 2025 Santander Consumer (UK) Plc Not upheldConsumer CreditDRN-5307483 The complaint Mr B complains that Santander Consumer (UK) Plc trading as Kia Financial Services (who I’ll call KFS) miscalculated the interest rebate when he settled his finance agreement early. What happened Mr B entered into a conditional sale agreement with KFS in July 20... (2 pages)View decision -
Decision Reference DRN-4975790
21 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4975790 The complaint Mr K’s complaint is about Monzo Bank Ltd’s refusal to reimburse him money he says he lost due to a scam. Mr K is represented by CEL Solicitors in this matter. However, I will try to refer to Mr K solely in this decision for ease of reading. What happened The c... (4 pages)View decision -
Decision Reference DRN-4975734
21 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4975734 The complaint Mr K’s complaint is about Revolut Ltd’s refusal to reimburse him money he says he lost due to a scam. Mr K is represented by CEL Solicitors in this matter. However, I will try to refer to Mr K solely in this decision for ease of reading. What happened The circ... (4 pages)View decision -
Decision Reference DRN-5286372
21 Feb 2025 First Holiday Finance Ltd UpheldConsumer CreditDRN-5286372 The complaint Ms I and Mr S’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and... (20 pages)View decision -
Decision Reference DRN-5349395
21 Feb 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5349395 The complaint Mrs B has complained that HSBC UK Bank Plc (“HSBC”) failed to protect her from falling victim to an impersonation scam, and hasn’t refunded the money she lost. What happened I issued my provisional decision (“PD”) earlier this month explaining why I intended t... (6 pages)View decision -
Decision Reference DRN-5023145
21 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5023145 The complaint Mr L complains Monzo Bank Ltd (“Monzo”): Closed his account with immediate effect and without explanation. Lent to him irresponsibly when increasing his credit card account limit to £4,500. Is unfairly holding him liable for his credit card balance as it ... (6 pages)View decision -
Decision Reference DRN-4831127
21 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4831127 The complaint Mr H says Revolut Ltd (“Revolut”) should refund him for transactions on his account he says he didn’t authorise. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. In summary, Mr H says he was abroad when... (2 pages)View decision -
Decision Reference DRN-4786678
21 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4786678 The complaint Mr U says Monzo Bank Ltd (“Monzo”) refuses to refund him for transactions on his account he says he didn’t authorise. What happened The facts of this case are well known to both parties, so I won’t repeat them in detail here. In summary, Mr U says his card and ... (2 pages)View decision
