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 367926 results
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Decision Reference DRN-5456355
27 May 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5456355 The complaint Mr E complains NewDay Ltd trading as Pulse incorrectly applied interest to his account, as well as providing poor customer service. What happened Mr E holds a credit card account with Pulse. In November 2024, Mr E was concerned interest had been incorrectly ap... (2 pages)View decision -
Decision Reference DRN-5200053
27 May 2025 Telefonica UK Limited Not upheldConsumer CreditDRN-5200053 The complaint Miss W complains about a fixed sum loan agreement with Telefonica UK Limited trading as O2. Throughout this complaint, Miss W has been represented by her partner. But, to make things easier, I’ll just refer to Miss W. What happened In August 2021, Miss W took o... (4 pages)View decision -
Decision Reference DRN-5585670
27 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5585670 The complaint Mr O complains that Revolut Ltd hasn’t protected him from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mr O has explained that in 2023 he converted fi... (2 pages)View decision -
Decision Reference DRN-5585818
27 May 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5585818 The complaint Mr P complains about the quality of a car he acquired under a hire purchase agreement with N.I.I.B. Group Limited trading as Northridge Finance (Northridge Finance). When I refer to what Mr P and Northridge Finance said or did, it should also be taken to inclu... (7 pages)View decision -
Decision Reference DRN-5139919
27 May 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5139919 Complaint Mr B is unhappy that Nationwide Building Society didn’t reimburse him after he told it he’d fallen victim to a scam. Background In 2020, Mr B was contacted and offered an investment opportunity by a company (which I’ll refer to as Company A). It was offering a bond... (4 pages)View decision -
Decision Reference DRN-5585237
27 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5585237 THE COMPLAINT Mrs R holds/held an account with Revolut Ltd (“Revolut”). Mrs R’s complaint is about Revolut’s refusal to reimburse her money she says she lost due to a scam. Mrs R is represented by Mendelsons Solicitors in this matter. However, where appropriate, I will ref... (7 pages)View decision -
Decision Reference DRN-5483739
27 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5483739 The complaint Miss O complains about the service Monzo Bank Ltd provided when she asked for help getting a refund for a purchase made on her debit card. What happened In December 2024, Miss O tried to buy clothes online, paying with her Monzo debit card. Miss O says the ord... (2 pages)View decision -
Decision Reference DRN-5584113
27 May 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5584113 The complaint M complain Metro Bank PLC (“Metro”) closed their account without explanation and have caused significant avoidable delay in returning their funds due to errors on its part. M’s director, Mr A, says he borrowed funds from a friend to fly to the UK and to pay for... (6 pages)View decision -
Decision Reference DRN-5354105
27 May 2025 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-5354105 The complaint Mr T is unhappy with the way Prepay Technologies Ltd – trading here under its Monese brand - handled two chargeback disputes. What happened On 12 April 2024 Mr T bought a mobile phone on eBay, using his Monese prepaid card to pay the purchase price of £919. The... (2 pages)View decision -
Decision Reference DRN-5534278
27 May 2025 Wakam UpheldInsuranceDRN-5534278 The complaint Miss M has complained about the way Wakam handled the renewal of her pet policy. What happened Miss M had insured her dog and latterly her cat(s) with Wakam. In October 2022, she believed her renewal premium was too expensive. So, she contacted Wakam to discus... (4 pages)View decision
