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 381196 results
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Decision Reference DRN-5287692
27 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5287692 The complaint Mrs M complains that Monzo Bank Ltd (Monzo) won’t refund money she lost in an investment scam. What happened What Mrs M says: Mrs M saw an advert on Instagram for someone selling an online business course. She signed up to it, and at first it covered learning a... (5 pages)View decision -
Decision Reference DRN-5169861
27 Jan 2025 National Westminster Bank Plc Not upheldBanking and PaymentsDRN-5169861 The complaint Mr F complains that National Westminster Bank Plc failed to identify that he had a problem with gambling and that it failed to offer him adequate support. What happened Mr F advises that he suffers with mental health problems which have over the years caused hi... (4 pages)View decision -
Decision Reference DRN-5243343
27 Jan 2025 Prepay Technologies Ltd Not upheldBanking and PaymentsDRN-5243343 The complaint Miss H complains about the service she received when purchasing a prepaid cash card from Prepay Technologies Ltd (“Prepay”). In particular, she is unhappy that the card she purchased wouldn’t work leaving her without access to any money whilst she was abroad. W... (4 pages)View decision -
Decision Reference DRN-4946514
27 Jan 2025 Healthcare Finance Limited UpheldConsumer CreditDRN-4946514 The complaint Ms M complains that Healthcare Finance Limited (“HFL”) failed to pay out on a claim she made to it about the failure of a supplier to deliver the dental treatment which she paid for with credit it provide. What happened In May 2023 Ms M entered into a 25-month ... (4 pages)View decision -
Decision Reference DRN-5252080
27 Jan 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5252080 The complaint Miss S complained because Barclays Bank UK PLC refused to refund her for transactions which she said she didn’t authorise. What happened In early October 2024, Miss S made three fraud claims on her Barclays account. She disputed: - 75 transactions which had ta... (4 pages)View decision -
Decision Reference DRN-5029827
27 Jan 2025 Barclays Bank Plc Not upheldBanking and PaymentsDRN-5029827 The complaint W complains that Barclays Bank Plc trading as Barclaycard didn’t close its credit card account when asked. This complaint is being brought by Mr B, the director of W, however I will refer to W throughout this decision. What happened On 2 April 2024, W returne... (2 pages)View decision -
Decision Reference DRN-5236132
27 Jan 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5236132 The complaint Mr M complains that the conditional sale agreement he entered into with Moneybarn No. 1 Limited trading as Moneybarn was unaffordable. He wants 50% of the remaining repayments to be waived for the distress he has been caused. What happened Mr M entered into a c... (4 pages)View decision -
Decision Reference DRN-5241077
27 Jan 2025 Vitality Health Limited Not upheldInsuranceDRN-5241077 The complaint Mr A complains that Vitality Health Limited changed the cover for weight loss surgery when his Personal Healthcare Plan renewed in October 2024. What happened Mr A took out a personal private medical insurance policy in October 2023, which was underwritten by V... (3 pages)View decision -
Decision Reference DRN-5245853
27 Jan 2025 Mulsanne Insurance Company Limited UpheldInsuranceDRN-5245853 The complaint Mr L complains about the settlement payment Mulsanne Insurance Company Limited (“Mulsanne”) offered him following the total loss of his car under his motor insurance policy. What happened Mr L’s car was damaged by another driver in early September 2024. He says... (3 pages)View decision -
Decision Reference DRN-5281836
27 Jan 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5281836 The complaint Mr W, through a representative, says Madison CF UK Limited, trading as 118 118 Money, irresponsibly lent to him. What happened Mr W took out two loans from 118 118 Money. The first was for £1,000 over 12 months in April 2022. The monthly repayments were £112.24... (4 pages)View decision
