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 370903 results
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Decision Reference DRN-5143089
14 Nov 2024 Monzo Bank Ltd UpheldConsumer CreditDRN-5143089 The complaint Mr C complains that Monzo Bank Ltd lent irresponsibly when it approved his loan application. What happened The background to this complaint and my initial conclusions were set out in a provisional decision. I said: Mr C applied for a loan with Monzo in Septemb... (3 pages)View decision -
Decision Reference DRN-4889028
14 Nov 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4889028 The complaint Ms C complains that Barclays Bank UK PLC did not refund the £10,000 she says she lost to a scam. Ms C is represented in this complaint by a solicitor. What happened Ms C was looking to invest and was introduced to a company I’ll call ‘HS’. HS had several diff... (3 pages)View decision -
Decision Reference DRN-5006676
14 Nov 2024 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5006676 The complaint Mr W complains about a number of administrative errors made by Mercedes-Benz Financial Services UK Limited (‘MBFS’) made in relation to a Personal Contract Plan (‘PCP’ or the ‘agreement’). What happened Mr W purchased a car using a PCP taken out with MBFS in Se... (3 pages)View decision -
Decision Reference DRN-4811470
14 Nov 2024 PayPal (Europe) S.à r.l et Cie, S.C.A. Not upheldBanking and PaymentsDRN-4811470 The complaint Ms B complains that PayPal (Europe) Sarl et Cie SCA (“PayPal”) raised disputes on payments made from her account, ultimately leading to her losing out financially. What happened The details of this complaint are well known to both parties, so I won’t repeat the... (2 pages)View decision -
Decision Reference DRN-4856292
14 Nov 2024 National Westminster Bank Plc Not upheldInvestmentsDRN-4856292 The complaint Mr M complains through a Claims Management Company that National Westminster Bank Plc (‘NatWest’) gave him unsuitable advice to invest in 2003. What happened In June 2003, a NatWest advisor met with Mr M in his home and recommended he invest £50,000 in the Guar... (5 pages)View decision -
Decision Reference DRN-5146441
14 Nov 2024 Vanguard Asset Management, Ltd UpheldPensions and AnnuitiesDRN-5146441 The complaint Mr S has complained Vanguard Asset Management, Ltd trading as Vanguard (Vanguard) caused a delay in transferring his personal pension from another provider (Scheme A). This led to him suffering a financial loss as he was not able to access his tax free cash in ... (6 pages)View decision -
Decision Reference DRN-5106580
14 Nov 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5106580 The complaint Mr W complains Monzo Bank Ltd didn’t do enough to protect him when he fell victim to an investment scam. What happened Mr W has an account with Monzo that he says he opened during this scam at the suggestion of the scam. Mr W says he decided to invest in crypto... (2 pages)View decision -
Decision Reference DRN-5101763
14 Nov 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-5101763 The complaint Mr T complains that transactions using his credit card with Santander UK Plc were declined. What happened Mr T holds a Santander Credit Zero Mastercard. He’s unhappy that it has been declined intermittently on several occasions. Mr T hasn’t kept records of all ... (2 pages)View decision -
Decision Reference DRN-4824788
14 Nov 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4824788 The complaint Mr B is unhappy that Revolut Ltd won’t refund money he lost to a crypto investment scam. Mr B is supported in making his complaint by a representative, but for ease, I’ll only refer to Mr B in this decision. What happened Mr B says that in 2022 he was looking f... (10 pages)View decision -
Decision Reference DRN-4936594
14 Nov 2024 Black Horse Limited Not upheldConsumer CreditDRN-4936594 The complaint Mrs S complains that Black Horse Limited (“Black Horse”) unfairly terminated her hire purchase agreement. What happened Mrs S acquired a used car under a 60 month hire purchase agreement with Black Horse in September 2022. The car cost around £20,157.50. Under ... (4 pages)View decision
