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
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Decision Reference DRN-5495373
30 Jul 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5495373 The complaint Mrs Q complains about the quality of a car supplied to her under a hire agreement with Mitsubishi HC Capital UK PLC trading as Novuna Vehicle Solutions (Novuna). What happened The parties are familiar with the background details of this complaint – so I will br... (3 pages)View decision -
Decision Reference DRN-5710287
30 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5710287 The complaint Miss C complains that Bank of Scotland plc (“BoS”) won’t refund her the money she lost as a result of a scam. What happened The parties are familiar with the details of the scam, so I’ll simply summarise what happened here. In brief, Miss C fell victim to a tas... (7 pages)View decision -
Decision Reference DRN-5721751
30 Jul 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5721751 The complaint Mr H, who is represented by a third party, complains that Bank of Scotland plc, trading as Halifax (‘Halifax’) acted irresponsibly when it provided him with an overdraft facility. He says the overdraft became unaffordable and has asked for the interest and char... (4 pages)View decision -
Decision Reference DRN-5710398
30 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5710398 The complaint Mr D complains that NewDay Ltd lent irresponsibly when it approved three credit card applications he made and also increased the credit limit. What happened Mr D applied for a Fluid credit card with NewDay in September 2022. In his application, Mr D said he wa... (4 pages)View decision -
Decision Reference DRN-5723552
30 Jul 2025 Fairstone Financial Management Limited UpheldPensions and AnnuitiesDRN-5723552 The complaint Mr M complains that the advice given to him by Fairstone Financial Management Limited to transfer out of his occupational pension scheme wasn’t suitable for his needs. What happened Mr M’s complaint was considered by one of our investigators. He sent his assess... (11 pages)View decision -
Decision Reference DRN-5724589
30 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5724589 The complaint Mr Y complains that Wise Payments Limited refused to make chargeback requests in respect of three payments for purchases on eBay. What happened In August 2024 Mr Y bought three appliances from Dyson’s eBay store – two hair stylers for £299.99 each and a vacuum ... (3 pages)View decision -
Decision Reference DRN-5365695
30 Jul 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5365695 The complaint Mr P complains that Gain Credit LLC trading as Lending Stream lent to him without doing the right checks and if it had done better checks it would have seen his finances were in a mess and it would not have lent to him. What happened Here is a table to summaris... (3 pages)View decision -
Decision Reference DRN-5156337
30 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5156337 Complaint Miss M is unhappy that Monzo Bank Ltd didn’t reimburse her after she reported falling victim to a scam. Background The background to this complaint is already well known to both parties, so I will provide only a summary of the key events. In 2024, Miss M was target... (4 pages)View decision -
Decision Reference DRN-5683282
30 Jul 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5683282 The complaint Miss L complains PayPal UK Ltd permanently limited, or blocked, her account. What happened Miss L sent some money to people she knows, and they told her they hadn’t received it. Miss L asked PayPal to return the money, and it did. PayPal then told Miss L it ... (2 pages)View decision -
Decision Reference DRN-5724088
30 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5724088 The complaint Mr A complains Barclays Bank UK PLC’s IT outage meant he couldn’t pay credit agreements and caused significant inconvenience. What happened There was an IT outage over the weekend of 31 January to 2 February 2025, and Mr A says this stopped him viewing his ba... (3 pages)View decision