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 120614 results
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Decision Reference DRN-5344693
28 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5344693 The complaint Miss L complains Monzo Bank Ltd didn’t do enough to help get a refund for a transaction made on her debit card. What happened In March 2024, Miss L bought a number of items from a bakery, paying with her Monzo debit card. When getting home and checking her rece... (3 pages)View decision -
Decision Reference DRN-4570999
28 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4570999 The complaint Mrs L is unhappy that Revolut Ltd (Revolut) won’t refund her the money she lost after she fell victim to an Authorised Push Payment (“APP”) scam. What happened The background to this complaint is well known to both parties and the Investigator’s view covered t... (8 pages)View decision -
Decision Reference DRN-5136872
28 Feb 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5136872 The complaint Mr and Mrs W complain that HSBC UK Bank Plc, trading as first direct, won’t refund the money they lost when they were the victims of what they feel was a scam. What happened In November 2020, Mr and Mrs W were told about an opportunity to invest in a company t... (6 pages)View decision -
Decision Reference DRN-4901660
27 Feb 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-4901660 The complaint Miss B complains that Stellantis Financial Services UK Limited, trading as Vauxhall Finance, has terminated the conditional sale agreement under which a car was supplied to her. What happened A new car was supplied to Miss B under a conditional sale agreement w... (4 pages)View decision -
Decision Reference DRN-5362032
27 Feb 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5362032 The complaint Mr M complains that holiday accommodation was not of a satisfactory standard. Because he paid in part using his Lloyds Bank PLC credit card, he says that he has a claim against Lloyds in the same way as he has a claim against the supplier of the accommodation. ... (4 pages)View decision -
Decision Reference DRN-5361538
27 Feb 2025 Toyota Financial Services (UK) Plc UpheldConsumer CreditDRN-5361538 The complaint Miss H is unhappy that a car she acquired under a Personal Contract Purchase (“PCP”) from Toyota Financial Services (UK) PLC (“Toyota”) didn’t have a feature she’d been led to believe it had. What happened Miss H attended a dealership with the intention of upg... (5 pages)View decision -
Decision Reference DRN-5276668
27 Feb 2025 U K Insurance Limited UpheldInsuranceDRN-5276668 The complaint Miss H is unhappy with the way UKI Insurance Limited (UKI) handled a claim under her motor insurance policy, as well as the renewal of the policy, and general delays and poor service. What happened The following is intended as a brief summary of events, as the... (4 pages)View decision -
Decision Reference DRN-5331669
27 Feb 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5331669 The complaint Ms S complains that Creation Consumer Finance Ltd hasn’t provided the service it should have after she experienced issues with a washer-dryer she acquired through her credit agreement. What happened Ms S explained that she acquired a washer-dryer from a retaile... (3 pages)View decision -
Decision Reference DRN-5361929
27 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5361929 The complaint Mrs F is complaining about Monzo Bank Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Mrs F fell victim to a cruel scam. She received a message she thought was from her boss asking her to buy gift cards that would be ... (5 pages)View decision -
Decision Reference DRN-5318633
27 Feb 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5318633 Complaint Mr and Mrs J have complained that Bank of Scotland plc (trading as “Halifax”) continued to allow them to use their overdraft over an extended period, even when they were in financial difficulty. Background We’ve previously explained to the parties why we are unabl... (5 pages)View decision
