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 362195 results
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Decision Reference DRN-4714913
19 Feb 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4714913 The complaint Mr P is being represented by a claims manager. He’s complaining about Wise Payments Limited because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr P fell victim to a number of scams between February 2022 and May 2023. In the i... (4 pages)View decision -
Decision Reference DRN-5338117
19 Feb 2025 Topaz Finance Limited UpheldBanking and PaymentsDRN-5338117 The complaint R - a limited company – has complained about what happened when it was remortgaging some properties it owned that were included within a floating charge held by NRAM. R needed a letter of non-crystallisation (including additional consent for the priority of the... (8 pages)View decision -
Decision Reference DRN-5325090
19 Feb 2025 Oodle Financial Services Limited Not upheldConsumer CreditDRN-5325090 The complaint Mr O complains through a representative that Oodle Financial Services Limited (“Oodle”) gave him a hire purchase agreement without carrying out sufficient affordability checks. What happened In November 2021, Oodle provided Mr O with a hire purchase agreement ... (3 pages)View decision -
Decision Reference DRN-5135994
19 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5135994 The complaint Mr W complains Revolut Ltd recorded a marker against him at Cifas, a national fraud database and closed his account. He doesn’t think it’s treated him fairly. What happened Mr W held a current account with Revolut. On 23 August 2023, the account was credited w... (3 pages)View decision -
Decision Reference DRN-5340956
19 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5340956 The complaint The estate of the late Mr N complains that Revolut Ltd won’t refund money Mr N lost to a scam. Mr N’s estate is represented by a claims management company, for simplicity, I will largely refer to Mr N throughout this decision, even when referencing what the re... (6 pages)View decision -
Decision Reference DRN-5341074
19 Feb 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5341074 The complaint Mrs A’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna 1 (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 (as amended)... (9 pages)View decision -
Decision Reference DRN-5325154
19 Feb 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5325154 The complaint Mrs O complains that MotoNovo Finance Limited (“MotoNovo”) didn’t conduct reasonable and proportionate checks before it lent to her. What happened In September 2019, MotoNovo provided Mrs O with a hire purchase agreement through a credit intermediary for a veh... (3 pages)View decision -
Decision Reference DRN-5339108
19 Feb 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5339108 The complaint Mr M complains that Revolut Ltd won’t refund money he lost to a scam. What happened Mr M fell victim to a cryptocurrency investment scam. He came across an advert online which appeared to be from a trustworthy media source. Mr M left his details and was called... (9 pages)View decision -
Decision Reference DRN-5100087
19 Feb 2025 HSBC UK Bank Plc Not upheldInvestmentsDRN-5100087 The complaint Mr and Mrs B complain about the Annual Management Charge (‘AMC’) charged by HSBC UK Bank Plc, on their Premier Investment Management Service (PIMS). In summary, they say that HSBC is wrong not to apply the 50% staff discount to their account going forward. Wh... (6 pages)View decision -
Decision Reference DRN-4732644
19 Feb 2025 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-4732644 The complaint Miss B complains that Lowell Portfolio I LTD (Lowell) are pursuing her for a debt she says she is not responsible for. What happened Miss B had a current account including an overdraft facility with a bank I’ll refer to as Firm A for the purposes of this decisio... (3 pages)View decision
