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 366874 results
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Decision Reference DRN-5404741
2 May 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5404741 The complaint Miss W complains a balance transfer she undertook through her HSBC UK Bank Plc app went to an incorrect beneficiary’s account. What happened Miss W explained she made a balance transfer from a credit card held with a third-party bank to her new HSBC credit card... (3 pages)View decision -
Decision Reference DRN-5040441
2 May 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5040441 The complaint Mr L complains about the quality of a used car he acquired through a conditional sale agreement with Moneybarn No. 1 Limited (‘Moneybarn’). Mr L says that he has had problems with the car from the start and he would like to return it. What happened Mr L’s comp... (4 pages)View decision -
Decision Reference DRN-5210671
2 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5210671 The complaint Mr M complains about Revolut Ltd. He says that Revolut didn’t do enough to protect him when he fell victim to a cryptocurrency investment scam and would like it to refund the money he has lost. What happened Mr M came across an advert online for investing in cr... (3 pages)View decision -
Decision Reference DRN-5260425
2 May 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5260425 The complaint Mr O complains that Monzo Bank Ltd won’t refund money he lost when he was a victim of a crypto investment scam. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key events here. In 2023 Mr O came across... (5 pages)View decision -
Decision Reference DRN-5528672
2 May 2025 Great Lakes Insurance SE UpheldInsuranceDRN-5528672 The complaint Mr and Mrs A have complained that Great Lakes Insurance SE declined a claim they made on a travel insurance policy. As it is Mr A leading on the complaint, I will mostly just be referring to him in this decision. What happened Mr and Mrs A and their four chil... (3 pages)View decision -
Decision Reference DRN-5446701
2 May 2025 Experian Limited Not upheldConsumer CreditDRN-5446701 The complaint Mr P complains Experian Limited are reporting incorrect information about him on his credit file. What happened Mr P held several accounts with a bank, I’ll refer to as H. He says H froze, restricted and reduced his accounts requiring him to use a credit card,... (4 pages)View decision -
Decision Reference DRN-5525127
2 May 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5525127 The complaint Ms W complains that BMW Financial Services(GB) Limited trading as ALPHERA Financial Services (Alphera) unfairly charged her for damage to a car after she voluntarily terminated a hire purchase agreement. What happened I issued a provisional decision setting out... (5 pages)View decision -
Decision Reference DRN-5513860
2 May 2025 Inclusive Finance Limited UpheldConsumer CreditDRN-5513860 The complaint Miss H complains that Inclusive Finance Limited trading as Creditspring is holding her liable for a loan that she says was taken out fraudulently. What happened In January 2023, Creditspring received a loan application in Miss H’s name. The loan was approved an... (3 pages)View decision -
Decision Reference DRN-5516111
2 May 2025 Lendable Ltd Not upheldConsumer CreditDRN-5516111 The complaint Miss A complains that Lendable Ltd trading as Lendable was irresponsible in its lending to her. She wants all interest and charges refunded along with statutory interest, and any adverse information removed from her credit file. What happened Miss A was provide... (2 pages)View decision -
Decision Reference DRN-5434812
2 May 2025 Society of Lloyd's UpheldInsuranceDRN-5434812 The complaint R – a limited company – complains about the handling and claim decision reached by Society of Lloyd’s (SOL) under a commercial property owner’s insurance policy. Mr V – a company director of R – has brough the complaint on its behalf. What happened R owns a pro... (4 pages)View decision
