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 374385 results
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Decision Reference DRN-5506087
10 Jul 2025 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-5506087 The complaint Mr J complains Lowell Portfolio I Ltd refused to listen to him when he told them a debt they were asking him to repay had been taken out fraudulently. What happened On 9 February 2021 an account was opened in Mr J’s name with a company I’ll refer to as N. The a... (3 pages)View decision -
Decision Reference DRN-5516520
10 Jul 2025 Intrum UK Limited Not upheldConsumer CreditDRN-5516520 The complaint Mr M complains Intrum UK Limited have failed to prove they are legally entitled to collect a debt they’ve contacted him about. What happened As I understand it the debt was previously a credit card account with a company I’ll refer to as A. They assigned the de... (3 pages)View decision -
Decision Reference DRN-5680411
10 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5680411 The complaint Miss A is complaining that Monzo Bank Ltd hasn’t refunded a payment which she was tricked into making as the result of a scam. What happened Miss A had started selling items on a popular online marketplace. On 2 February 2024, she was contacted by what she thou... (4 pages)View decision -
Decision Reference DRN-5479368
10 Jul 2025 Lowell Portfolio I Ltd Not upheldConsumer CreditDRN-5479368 The complaint Miss S complains Lowell Portfolio I Ltd are asking her to repay an account she says was fraudulently taken out in her name. She’s also unhappy Lowell are reporting this on her credit file. What happened My understanding is a loan account in Miss S’ name was tak... (3 pages)View decision -
Decision Reference DRN-5628187
9 Jul 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5628187 THE COMPLAINT Mr D complains that HSBC UK Bank Plc (“HSBC”) will not reimburse him money he says he lost when he fell victim to a scam. Mr D is represented by CEL Solicitors (“CEL”) in this matter. However, where appropriate, I will refer to Mr D solely in this decision fo... (4 pages)View decision -
Decision Reference DRN-5619149
9 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5619149 The complaint Mr C complains on behalf of W that American Express Services Europe Limited (AESEL) failed to notify him that the annual membership fee for his Amazon Business American Express Card would be billed. What happened Mr C opened an Amazon Business American Express ... (2 pages)View decision -
Decision Reference DRN-5616139
9 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5616139 The complaint Mr H complains that Barclays Bank UK PLC trading as Barclaycard didn’t update his address and sent correspondence to his old address. He’s also unhappy that a payment made to his credit card didn’t reflect at the credit reference agencies in a timely manner. Wh... (4 pages)View decision -
Decision Reference DRN-5479551
9 Jul 2025 Bamboo Limited Not upheldConsumer CreditDRN-5479551 The complaint Mr P says Bamboo Limited irresponsibly lent to him. What happened Mr P took out a loan for £3,000 over 24 months from Bamboo on 27 June 2021. The monthly repayments were £185.19 and the total repayable was £4,444.49. He says Bamboo’s checks were not thorough e... (3 pages)View decision -
Decision Reference DRN-5353897
9 Jul 2025 MB Capital Limited Not upheldPensions and AnnuitiesDRN-5353897 The complaint Mr T has complained about the actions of MB Capital Limited (“MBC”) in relation to his self- invested personal pension (“SIPP”). What happened Mr T is represented by a firm of solicitors. When they originally complained to MBC, they said MBC had failed to do ad... (3 pages)View decision -
Decision Reference DRN-5558289
9 Jul 2025 Taveo Group Limited Not upheldConsumer CreditDRN-5558289 The complaint D – a limited company – is complaining it believes Taveo Group Limited (‘Taveo’) mis-sold it a credit agreement to pay the annual premium on its commercial vehicle insurance policy. What happened In November 2024 Taveo – a broker – renewed D’s commercial vehicl... (2 pages)View decision
