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 370904 results
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Decision Reference DRN-5204745
2 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5204745 The complaint Mr A is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr A fell victim to a cruel cryptocurrency recovery scam. He was contacted by the scammer, claimin... (2 pages)View decision -
Decision Reference DRN-5636460
2 Jul 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5636460 The complaint Mr S complains about the credit agreement he took out with MotoNovo Finance Limited (“MFL”) when he acquired a used car. He says he wasn’t told how interest would be charged under the agreement; how early repayments would affect the interest charged; and he doe... (4 pages)View decision -
Decision Reference DRN-5567250
1 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5567250 The complaint Mr C complains that HSBC UK Bank Plc charged a Late Payment Fee on his credit card. What happened Mr C holds a Premier World Elite Credit Card with HSBC. In August 2024 Mr C used the card to make a number of transactions totalling £4255.28. All of the transacti... (2 pages)View decision -
Decision Reference DRN-5552978
1 Jul 2025 Marks & Spencer Financial Services plc Not upheldConsumer CreditDRN-5552978 The complaint Mr B complains about the interest he’s been charged on a loan with Marks and Spencer Financial Services Plc trading as M&S Bank. What happened On 18 April 2024 Mr B entered into a fixed sum loan agreement with M&S Bank. The loan was for £15,750 over a t... (2 pages)View decision -
Decision Reference DRN-5632955
1 Jul 2025 Fairmead Insurance Limited Not upheldInsuranceDRN-5632955 The complaint Mr B is unhappy with the amount Fairmead Insurance Limited offered him after he accidentally broke his TV and claimed on his contents insurance. What happened Mr B accidentally broke his TV and made a claim on his contents insurance policy with Fairmead. Fair... (3 pages)View decision -
Decision Reference DRN-5541225
1 Jul 2025 Zopa Bank Limited Not upheldBanking and PaymentsDRN-5541225 The complaint Mr W complains that Zopa Bank Limited lent to him irresponsibly. What happened In April 2022 Mr W applied for a credit card with Zopa. Zopa approved the application and gave Mr W a card with an initial credit limit of £300. In October 2022 the credit limit was ... (4 pages)View decision -
Decision Reference DRN-5589585
1 Jul 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5589585 The complaint Mr C complains that RCI Financial Services Limited trading as Mobilize Financial Services (“Mobilize”) charged him rentals under a battery lease agreement after he sold the car. What happened In March 2018 Mr C purchased an electric car and entered into a batte... (3 pages)View decision -
Decision Reference DRN-5537049
1 Jul 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5537049 The complaint Mr G complains that NewDay Ltd trading as Marbles lent to him irresponsibly. What happened In May 2022 Mr G applied for a credit card with NewDay. NewDay approved the application and gave Mr G a credit card with a credit limit of £900. Mr G complained that NewD... (3 pages)View decision -
Decision Reference DRN-5544234
1 Jul 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5544234 The complaint Mr M complains that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance lent to him irresponsibly. What happened In November 2019 Mr M entered into a loan agreement with Novuna. The total amount repayable including interest was £13,764.24 with repay... (2 pages)View decision -
Decision Reference DRN-5580743
1 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5580743 THE COMPLAINT Miss B holds/held an account with Revolut Ltd (“Revolut”). Miss B’s complaint is about Revolut’s refusal to reimburse her money she says she lost due to a scam. Miss B is represented by SJS Legal Ltd (“SJS”) in this matter. However, where appropriate, I will ... (3 pages)View decision
