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 392389 results
-
Decision Reference DRN-5703397
6 Aug 2025 Wise Payments Limited UpheldBanking and PaymentsDRN-5703397 The complaint Mr D has complained that Wise Payments Limited won’t refund the money he lost after falling victim to a scam. What happened In late 2023, Mr D found a job opportunity via social media, submitting online reviews for commission. He had to pay his own money in to ... (3 pages)View decision -
Decision Reference DRN-5502790
6 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5502790 The complaint Miss P complains that Monzo Bank Ltd (“Monzo”) won’t refund money she lost when she fell victim to an investment scam. Miss P is being represented by a claims management company in bringing this complaint. What happened The full details of this complaint are ... (3 pages)View decision -
Decision Reference DRN-5311391
6 Aug 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5311391 The complaint Mr J complains about a car he acquired via a hire purchase agreement with BMW Financial Services(GB) Limited (‘BMWFS’). Mr J is represented in this complaint by Mrs J, but for ease of reference I have referred to Mr J throughout this decision. What happened In ... (3 pages)View decision -
Decision Reference DRN-5720639
6 Aug 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5720639 The complaint Mrs N complains Wise Payments Limited won’t refund money she lost as part of a crypto investment scam. Mrs N is being supported in making her complaint by a representative, but for ease, I’ll refer to Mrs N throughout this decision. What happened Mrs N said she... (6 pages)View decision -
Decision Reference DRN-5590530
6 Aug 2025 My Finance Club Limited Not upheldConsumer CreditDRN-5590530 The complaint Mr M complains that My Finance Club (“MFC”) lent to him irresponsibly. In bringing his complaint, Mr M is supported by a professional representative; for ease, though, I’ll refer to all actions and submissions as being those of Mr M. What happened Mr M took o... (3 pages)View decision -
Decision Reference DRN-5673130
6 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5673130 The complaint Miss J complains that NewDay Ltd trading as Aqua (‘Aqua’) terminated her credit card account without warning, when she had an agreement with them. Miss J wants her account reinstating. What happened Aqua placed Miss J’s account on hold for several months as s... (4 pages)View decision -
Decision Reference DRN-5481097
6 Aug 2025 Rathbones Investment Management Limited Not upheldPensions and AnnuitiesDRN-5481097 The complaint Mr S and Miss S have complained about the service provided by Rathbones Investment Management Limited. They consider the advice and unacceptable level of service that was provided by different parts of the organisation caused them significant losses. What happe... (5 pages)View decision -
Decision Reference DRN-5739093
6 Aug 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5739093 The complaint Mr A’s complaint is, in essence, that Mitsubishi HC Capital UK Plc, trading as Novuna Consumer Finance (‘the Lender’), acted unfairly and unreasonably by (1) deciding against paying a claim made under Section 75 of the Consumer Credit Act 1974 (‘CCA’) and (2) b... (4 pages)View decision -
Decision Reference DRN-5646568
6 Aug 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5646568 The complaint Mr W complains that Clydesdale Bank Plc, trading as Virgin Money, told him his account was up to date and that no payment was needed when that wasn’t correct. What happened Mr W has said that having noticed that monthly payments weren’t being taken by Virgin, h... (3 pages)View decision -
Decision Reference DRN-5501268
6 Aug 2025 Red Sands Insurance Company (Europe) Limited UpheldInsuranceDRN-5501268 The complaint Miss C complains Red Sands Insurance Company (Europe) Limited has unfairly declined a claim she made on a pet insurance policy. What happened The details of the complaint are well known to both parties, so I won’t repeat them in full again here. Briefly, Miss C... (3 pages)View decision