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 391431 results
-
Decision Reference DRN-5916499
30 Oct 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5916499 The complaint Miss G complains that Wise Payments Limited didn’t do enough to prevent her losing money to a scam. Miss G was initially helped with her complaint by a representative who has since ceased acting for her. But, for ease of reading, I’ll mostly just refer to Miss... (4 pages)View decision -
Decision Reference DRN-5852417
30 Oct 2025 Secure Trust Bank Public Limited Company UpheldConsumer CreditDRN-5852417 The complaint Mr S complains that a car supplied to him under a hire purchase agreement with SECURE TRUST BANK PUBLIC LIMITED COMPANY trading as V12 Vehicle Finance was of an unsatisfactory quality. What happened In August 2024, Mr S was supplied with a used car under a hire... (5 pages)View decision -
Decision Reference DRN-5713585
30 Oct 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-5713585 The complaint Ms Y doesn’t believe that Zopa Bank Limited acted fairly when she’d rejected a car they’d supplied to her under a hire purchase agreement. What happened In June 2024, Ms Y was supplied with a used electric car through a hire purchase agreement with Zopa. She p... (3 pages)View decision -
Decision Reference DRN-5726371
30 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5726371 The complaint Mr C complains that Monzo Bank Ltd (Monzo) is refusing to refund him the amount he lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mr C met an ind... (2 pages)View decision -
Decision Reference DRN-5872462
30 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5872462 The complaint Mr W complains that Santander UK Plc won’t refund him money that he believes was lost to an Authorised Push Payment (“APP”) scam. Mr W brings his complaint with the assistance of a professional representative, but for ease of reading I will refer to Mr W throu... (4 pages)View decision -
Decision Reference DRN-5735002
30 Oct 2025 Billing Finance Limited Not upheldConsumer CreditDRN-5735002 The complaint Mr M, through his representative complains that Billing Finance Limited lent to him irresponsibly. It was a vehicle finance agreement to assist Mr M to purchase a car. What happened On 7 December 2020, Mr M agreed to a finance agreement through Billing Finance ... (4 pages)View decision -
Decision Reference DRN-5290317
30 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5290317 The complaint Mr K is unhappy that Revolut Ltd have refused to refund transactions he said he didn’t authorise. What happened Mr K contacted Revolut to report that there were eight unauthorised transactions present on his account totalling just under £600. The transactions ... (3 pages)View decision -
Decision Reference DRN-5732195
30 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5732195 The complaint Miss T, on behalf of Q, is unhappy Lloyds Bank PLC (‘Lloyds’) has decided not to refund the money she lost, to what she believed was an Authorised Push Payment (‘APP’) scam. While the complaint was made from Q’s account with Lloyds, Miss T made the payment – s... (4 pages)View decision -
Decision Reference DRN-5666440
30 Oct 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5666440 The complaint Mr W complains that Capital One (Europe) plc trading as Capital One irresponsibly lent to him. Mr W is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as be... (2 pages)View decision -
Decision Reference DRN-5321392
30 Oct 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5321392 The complaint Ms O and Mr S are unhappy that Santander decided not to refund them after they say they were the victims of a scam. What happened Ms O and Mr S engaged the services of a builder – I’ll refer to as B. They made three payments to B in October 2024 totalling £19,... (4 pages)View decision