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 370149 results
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Decision Reference DRN-5358021
13 Mar 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5358021 The complaint Mr L complains that STARTLINE MOTOR FINANCE LIMITED (“Startline”) didn’t carry out proportionate checks before lending and had it done so it would’ve seen the agreement wasn’t affordable. What happened In March 2021, Startline provided Mr L with a hire purchas... (4 pages)View decision -
Decision Reference DRN-4736190
13 Mar 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-4736190 The complaint Mr R is unhappy HSBC UK Bank Plc, trading as first direct (‘First Direct’), hasn’t refunded him the money he lost after falling victim to an Authorised Push Payment (‘APP’) car purchase scam. What happened The details of this case have been clearly set out by ... (5 pages)View decision -
Decision Reference DRN-5271681
13 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5271681 The complaint Mr V complains that Revolut Ltd won’t refund the money he lost to a scam. What happened Mr V’s sister, Miss M, fell victim to an employment scam. She was contacted via a messaging app and offered a job which required her to purchase tasks, she believed she cou... (3 pages)View decision -
Decision Reference DRN-5277630
13 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5277630 The complaint Miss M complains that Revolut Ltd won’t refund the money she lost after falling victim to a scam. What happened In December 2023, Miss M was contacted on a messaging app by someone who said they could offer her a job opportunity. Miss M says she’d been approac... (3 pages)View decision -
Decision Reference DRN-5278340
13 Mar 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5278340 The complaint Miss M complains that Santander UK Plc won’t refund the money she lost after falling victim to a scam. What happened In December 2023, Miss M was contacted on a messaging app by someone who said they could offer her a job opportunity. Miss M says she’d been ap... (3 pages)View decision -
Decision Reference DRN-5271698
13 Mar 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5271698 The complaint Mr V complains that Starling Bank Limited won’t refund the money he lost to a scam. What happened Mr V’s sister, Miss M, fell victim to an employment scam. She was contacted via a messaging app and offered a job which required her to purchase tasks, she believ... (3 pages)View decision -
Decision Reference DRN-5387720
13 Mar 2025 Experian Limited UpheldConsumer CreditDRN-5387720 The complaint V, a limited company, complains Experian Limited have incorrect data on their credit file and haven’t updated it. V also complains about Experian continuing to send alerts on historical data which aren’t relevant. Mr D, a Director of V, is bringing this complai... (7 pages)View decision -
Decision Reference DRN-5388368
13 Mar 2025 ACI-UK LIMITED Not upheldConsumer CreditDRN-5388368 The complaint Mr A complains that ACI-UK LIMITED (ACI) are chasing him for a debt they’ve been unable to evidence legal ownership of. He also complains that ACI registered a default on his credit file in 2022, for a debt that allegedly defaulted in 2018. What happened I issu... (5 pages)View decision -
Decision Reference DRN-4910086
13 Mar 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-4910086 The complaint Mrs N has complained that Revolut Ltd (“Revolut”) failed to protect her from falling victim to a safe account scam and hasn’t refunded the money she lost in the scam. What happened The background of this complaint is already known to both parties, so I won’t r... (5 pages)View decision -
Decision Reference DRN-5360896
13 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5360896 The complaint Mr O complains that Monzo Bank Ltd unfairly closed his account and loaded a Credit Industry Fraud Avoidance System (CIFAS) marker against his name. What happened Around October last year, Monzo loaded a CIFAS marker against Mr O’s name following the immediate c... (3 pages)View decision
