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 128535 results
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Decision Reference DRN-5190051
15 Jan 2025 Barclays Bank UK PLC UpheldConsumer CreditDRN-5190051 The complaint Mr S complains about the effects on his credit file due to actions by Barclays Bank UK PLC trading as Barclaycard (Barclaycard). What happened Mr S was the victim of identity theft in January 2019. Someone applied for a new card in his name and used a fake addr... (4 pages)View decision -
Decision Reference DRN-5264749
15 Jan 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5264749 The complaint Mrs K complains that Wise Payments Limited (Wise) won’t refund money she lost in an impersonation scam. What happened What Mrs K says: Mrs K was new to living and working in the UK. On 5 July 2023, she got a phone call from someone who said they were calling fr... (6 pages)View decision -
Decision Reference DRN-4907988
15 Jan 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-4907988 The complaint Mr R complains that a car he acquired via a hire purchase agreement with Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (“AFS”) wasn’t of satisfactory quality. He wishes to reject the car and cancel the agreement. What happened In... (4 pages)View decision -
Decision Reference DRN-5106610
15 Jan 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5106610 The complaint Mrs P complains that HSBC UK Bank Plc trading as first direct (‘first direct’) won’t reimburse the money she lost when she fell victim to a scam. What happened Mrs P had invested through a company I’ll refer to as B in 2017. She received the returns and final ... (5 pages)View decision -
Decision Reference DRN-5116620
15 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5116620 The complaint Miss A complains Monzo Bank Ltd didn’t do enough to help her when she fell victim to a scam. What happened Miss A has an account with Monzo. Miss A says she contacted Monzo on 6 February 2024 to say she’d just tried to pay for some accommodation abroad and real... (3 pages)View decision -
Decision Reference DRN-5161001
15 Jan 2025 Personal Touch Financial Services Ltd UpheldMortgagesDRN-5161001 The complaint Miss P complains that after she engaged an appointed representative of Personal Touch Financial Services Ltd to source a mortgage she found herself paying a higher rate of interest than she agreed to. What happened Miss P used an appointed representative of Per... (2 pages)View decision -
Decision Reference DRN-5264008
15 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5264008 The complaint Miss B has complained that Monzo Bank Ltd won’t refund the money she lost after falling victim to a scam. What happened In 2021, Miss B came across online scammers posing as trading brokers. They offered huge returns for small investments. Miss B submitted an e... (5 pages)View decision -
Decision Reference DRN-5228638
15 Jan 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5228638 The complaint Mr B’s complaint is, in essence, that Shawbrook Bank Limited (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 (2) decidin... (20 pages)View decision -
Decision Reference DRN-4862188
15 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4862188 The complaint Mr P is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr P fell victim to an investment scam. He says he was introduced to the scheme that purported to ... (9 pages)View decision -
Decision Reference DRN-5263649
15 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5263649 The complaint Mr H complains Monzo Bank Ltd didn’t do enough when he was the victim of identity theft and fraud. What happened Mr H has an account with Monzo and accounts elsewhere. Mr H says he received a text from a delivery company saying he’d missed a delivery and needed... (3 pages)View decision