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 3981 results
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Decision Reference DRN-5406940
19 Mar 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5406940 The complaint Mr M complains about a car Zopa Bank Limited (“Zopa”) supplied to him under a hire purchase agreement wasn’t of satisfactory quality. What happened In September 2023 Zopa supplied a car to Mr M under a hire purchase agreement. It was about seven years old and h... (5 pages)View decision -
Decision Reference DRN-4667624
7 Mar 2024 Black Horse Limited Not upheldConsumer CreditDRN-4667624 The complaint Miss J is complaining that Black Horse Limited (BHL) shouldn’t have lent to her – she says they were irresponsible in doing so. What happened In August 2017, Miss J took out a hire purchase agreement with BHL to finance the purchase of a vehicle. She paid a deposi... (5 pages)View decision -
Decision Reference DRN9104666
6 May 2015 Plutusfx Ltd UpheldBanking and creditMr I has complained that an agent of Plutus FX Ltd has not refunded money that he gave them to make a number of transactions in 2013, which were never carried out.backgroundMr I held an account with an agent of Plutus FX called SC, and regularly put money in their... (5 pages)View decision -
Decision Reference DRN-2348912
23 Feb 2021 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-2348912 The complaint Miss I is unhappy with the way Lloyds Bank PLC handled things after she made it aware that she had been the victim of a scam. What happened The detailed background to this complaint is well known to both parties, so I’ll only provide a brief summary here. Miss I h... (4 pages)View decision -
Decision Reference DRN-4779205
19 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4779205 The complaint Mr C is unhappy that Monzo Bank Ltd haven’t refunded money he lost as a result of a scam. Mr C is being represented by a claims management company but for ease of reading I’ll only refer to Mr C in my decision. What happened The detailed background to this co... (4 pages)View decision -
Decision Reference DRN1170499
29 Aug 2019 Lloyds Bank PLC Not upheldBanking and creditMr S complains that Lloyds Bank PLC won’t refund disputed cash machine withdrawals and petrol transactions made on his account.backgroundMr S says that a number of fraudulent transactions, totalling £5,380, were made from his Lloyds current account between 10 April 2018 and 21 April 2018 –... (3 pages)View decision -
Decision Reference DRN-4783572
8 Aug 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4783572 The complaint Ms H complains that Revolut Ltd won’t refund money she lost to an investment scam. Ms H is being represented by solicitors in her complaint. What happened The detailed background to this complaint is well known to both parties, so I won’t repeat it again here... (4 pages)View decision -
Decision Reference DRN9548262
1 Dec 2015 Lloyds Bank PLC Not upheldBanking and creditMr K complains that Lloyds Bank plc (“Lloyds”) has applied unfair charges to his account. backgroundMr K’s current account was overdrawn by just under £70 in September 2007. Lloyds applied various interest and bank charges to his account.Mr K paid £30 in to his account... (2 pages)View decision -
Decision Reference DRN-5204243
6 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5204243 The complaint Mr P complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (NatWest) is refusing to refund him the amount he says he lost as the result of multiple scams. Mr P is being represented by a third party. To keep things simple, I will refer to Mr P througho... (2 pages)View decision -
Decision Reference DRN-4767054
2 May 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4767054 The complaint Mr S complains that TSB Bank plc spoiled/lost his cheques, and they did not pay his father’s expenses. Mr S is represented by his father in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments he has made as being made by Mr ... (3 pages)View decision
