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 4028 results
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Decision Reference DRN-4250790
27 Oct 2023 Starling Bank Limited Not upheldBanking and PaymentsDRN-4250790 The complaint Mr B and Miss M complain that Starling Bank Limited won’t refund money they paid for replacement windows and doors which they didn’t receive from the merchant. What happened In late 2021, Mr B and Miss M were seeking replacement windows and doors. They obtained a ... (4 pages)View decision -
Decision Reference DRN-4926040
4 Dec 2024 Wise Payments Limited Not upheldBanking and PaymentsDRN-4926040 The complaint Mr K complains that Wise Payments Limited trading as Wise (Wise) won’t refund money he lost in a job scam. What happened Mr K got a message on WhatsApp offering him part time work. This could be done alongside his existing business. He researched the company a... (8 pages)View decision -
Decision Reference DRN-5210379
13 Dec 2024 First Holiday Finance Limited Not upheldConsumer CreditDRN-5210379 The complaint Mr and Mrs M complain that First Holiday Finance 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) deciding ag... (18 pages)View decision -
Decision Reference DRN-5215933
17 Jan 2025 Black Horse Limited Not upheldConsumer CreditDRN-5215933 The complaint Mr C complains that Black Horse Limited was irresponsible in its lending to him. He wants all interest and charges he paid under his hire purchase agreement refunded along with 8% simple interest and any adverse information recorded on his credit file removed. ... (3 pages)View decision -
Decision Reference DRN6061492
25 Sep 2013 Bay Associates Limited UpheldInvestment and pensionsMrs S’s complaint about Bay Associates Limited concerns the advice she received to cash in her existing investment bonds and reinvest the proceeds in a new bond. She does not believe this advice was suitable, particularly in view of the costs associated with switching bond providers.... (6 pages)View decision -
Decision Reference DRN-2934900
28 Mar 2022 Shawbrook Bank Limited UpheldConsumer CreditDRN-2934900 The complaint Mr H complains that Shawbrook Bank Limited didn’t carry out sufficient checks before giving him a substantial loan. He’d like the interest removed and the loan deleted from his credit file. What happened In January 2020 Mr H applied for a loan with Shawbrook. And ... (4 pages)View decision -
Decision Reference DRN-3043485
4 Oct 2021 Santander UK Plc UpheldBanking and PaymentsDRN-3043485 The complaint and background Mr F complains about his bank Santander UK Plc. He says the bank failed to protect him from the financial harm caused by a company called MarketsCube.com (‘Markets Cube’). He alleges they were scammers posing as a forex and CFD trading brokerage, as... (12 pages)View decision -
Decision Reference DRN-4790879
7 Aug 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4790879 Complaint Mr K is unhappy that Monzo Bank Ltd didn’t reimburse him after he told it he’d fallen victim to a scam. Background In September 2022, Mr K fell victim to a job scam. He was contacted by someone on a messaging app who claimed to be a recruitment manager. They offere... (5 pages)View decision -
Decision Reference DRN-4632468
7 Mar 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4632468 Complaint Ms V is unhappy that Monzo Bank Ltd didn’t reimburse her after she fell victim to a scam. Background The background to this complaint is well known to the parties, so I don’t intend to set it out in full here. Briefly, in December 2022, Ms V fell victim to an employme... (4 pages)View decision -
Decision Reference DRN-3554979
21 Jun 2022 Logbook Money Limited UpheldConsumer CreditDRN-3554979 The complaint Mrs A has complained that Logbook Money Limited (“LBM”) was irresponsible to have agreed credit for her. What happened LBM provided Mrs A with a loan of £1,000 in August 2019. The total amount of £2,800, including interest and charges, was to be repaid in 78 weekl... (5 pages)View decision
