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 368546 results
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Decision Reference DRN-5464969
24 Jun 2025 Next Retail Limited Not upheldConsumer CreditDRN-5464969 Complaint Miss S has complained about a catalogue shopping account Next Retail Limited (trading as “Next Online”) provided to her. She says the catalogue shopping account was irresponsibly provided as it was unaffordable for her. Background In December 2020, Miss S applied ... (3 pages)View decision -
Decision Reference DRN-5208278
24 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5208278 The complaint Mr B is complaining that Barclays Bank UK PLC didn’t do enough to prevent him from making payments to a scam. The complaint is brought on his behalf by a professional representative but for ease I’ll mainly refer to Mr B. What happened Mr B says he fell victim ... (3 pages)View decision -
Decision Reference DRN-5576552
24 Jun 2025 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-5576552 Complaint Mr H complains that Blue Motor Finance Ltd (“BMF”) unfairly entered into a hire-purchase agreement with him. He’s said that the payments to this agreement were unaffordable and so he should not have been lent to. Background In May 2019, BMF provided Mr H with fina... (3 pages)View decision -
Decision Reference DRN-5469477
24 Jun 2025 JAJA FINANCE LTD Not upheldBanking and PaymentsDRN-5469477 Complaint Mr E has complained about a credit card Jaja Finance Ltd (“Jaja”) provided to him. He says that he shouldn’t have been given the credit card and that it was irresponsibly provided to him. Background In March 2024, Jaja provided Mr E with a credit card which had a... (3 pages)View decision -
Decision Reference DRN-5204441
24 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5204441 The complaint Mr M complains that Monzo Bank Ltd won’t reimburse him the money he lost after he fell victim to an Authorised Push Payment (“APP”) scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it all in detail here. But... (3 pages)View decision -
Decision Reference DRN-5442471
24 Jun 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5442471 The complaint Mr B complains that the Royal Bank of Scotland Plc (RBS) won’t refund money he lost when he was a victim of a crypto investment scam. Mr B is being supported by a representative, but for ease, I’ll refer to Mr B throughout this decision. What happened The backg... (5 pages)View decision -
Decision Reference DRN-5190421
24 Jun 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5190421 The complaint Mr and Mrs M complain that The Royal Bank of Scotland Plc (‘RBS’) won’t refund money they lost to an investment scam. Mr and Mrs M have a professional representative but for ease of reading I will only refer to Mr and Mrs M. What happened The background to th... (3 pages)View decision -
Decision Reference DRN-5644986
24 Jun 2025 U K Insurance Limited Not upheldInsuranceDRN-5644986 The complaint Miss W complains about delays in U K Insurance Limited (‘UKI’) dealing with a claim made on her car insurance policy. What happened Miss W was involved in an accident with a foreign lorry in September 2022. So, she contacted UKI to make a claim. Following the... (5 pages)View decision -
Decision Reference DRN-5129455
24 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5129455 The complaint Mr Y complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to b... (4 pages)View decision -
Decision Reference DRN-5637893
24 Jun 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5637893 The complaint Mr C and Ms F’s complaint is, in essence, that First Holiday Finance Ltd (‘the Lender’) acted unfairly and unreasonably by (1) declining to meet their claim of misrepresentation under Section 75 of the Consumer Credit Act 1974 (“CCA”) and (2) being party to an ... (12 pages)View decision
