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 4009 results
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Decision Reference DRN-4091594
7 Sep 2023 PrePay Technologies Limited UpheldBanking and PaymentsDRN-4091594 The complaint Mr B is unhappy PrePay Technologies Limited trading as Prepay Solutions won’t refund money he lost as a result of a scam. What happened Monese is an agent of PrePay Technologies. As Mr B’s customer relationship is with Monese, I’ve referred to Monese, rather than ... (3 pages)View decision -
Decision Reference DRN-5878400
23 Oct 2025 Black Horse Limited UpheldConsumer CreditDRN-5878400 The complaint Ms D, who is represented by her partner, complains that Black Horse Limited has not agreed to suitable recompense for a faulty car. What happened In December 2023 Ms D purchased a second-hand car at a cost of £9,000 funded by a deposit of £100 and the balance b... (5 pages)View decision -
Decision Reference DRN-5692915
4 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5692915 The complaint Mr and Mrs B complain that Bank of Scotland plc, trading as Halifax, won’t refund money they lost when they fell victim to an investment scam. Mr and Mrs B are being represented by a claims management company. What happened Mr and Mrs B say they fell victim t... (3 pages)View decision -
Decision Reference DRN-5034654
28 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5034654 The complaint Miss W complains that Revolut Ltd won’t refund money she lost when she was the victim of a crypto investment scam. Miss W is represented by a firm I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll onl... (12 pages)View decision -
Decision Reference DRN2523334
27 Mar 2015 National Westminster Bank Plc Not upheldBanking and creditMr V complains National Westminster Bank Plc is holding him responsible for the balance outstanding on his credit card account. He says this has been caused by fraudulent deposits and withdrawals. He wants NatWest to stop chasing him for the debt.backgroundThe detai... (3 pages)View decision -
Decision Reference DRN5010556
23 Sep 2014 Northern Bank Limited UpheldInvestment and pensionsMr and Mrs E are being represented by a claims management company. Their complaint about Northern Bank Limited concerns the advice they received to invest in ISAs and an OEIC. Their representative says the investments were unsuitable, particularly in relation to the risks involved and th... (4 pages)View decision -
Decision Reference DRN5232096
27 May 2021 American Express Services Europe Limited Not upheldBanking and creditMs B complains about the way American Express Services Europe Limited (“Amex”) handled a chargeback. background In 2016 Ms B booked, and paid a deposit for, a holiday apartment through a third party company’s online rentals marketplace (“company A”). In doing so, she had to agree to compan... (14 pages)View decision -
Decision Reference DRN-1140325
30 Jun 2020 Monzo Bank Ltd Not upheldBanking and PaymentsThe complaint Ms F complains that Monzo Bank Limited won’t refund payments that have been made from her account which she says she didn’t authorise. What happened Ms F opened her account with Monzo on 5 May 2019. She had an account with an online casino and started making transactions from... (3 pages)View decision -
Decision Reference DRN-5345308
24 Feb 2025 Specialist Motor Finance Limited Not upheldConsumer CreditDRN-5345308 The complaint Mr M complains that Specialist Motor Finance Limited (SMFL) was irresponsible in its lending to him. He wants his repayments under his hire purchase agreement and the insurance settlement refunded. What happened Mr M took out a hire purchase agreement with SMFL... (4 pages)View decision -
Decision Reference DRN-5287417
27 Jan 2025 Aldermore Bank Plc UpheldConsumer CreditDRN-5287417 The complaint Mrs B has complained about the way Aldermore Bank PLC responded to claims she’d made under section 56 (“s.56”) and in relation to an alleged unfair relationship taking into account section 140A (“s.140A”) of the Consumer Credit Act 1974 (the “CCA”). Mrs B has b... (4 pages)View decision
