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 367928 results
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Decision Reference DRN-5594818
5 Jun 2025 SNAP FINANCE LIMITED Not upheldConsumer CreditDRN-5594818 Complaint Mr H has complained about a loan Snap Finance Limited (“Snap”) provided to him. He says that the loan was unaffordable and so shouldn’t have been provided. Background In July 2022, Mr H sought to purchase goods from a retailer. The cash price of the goods was £1,4... (3 pages)View decision -
Decision Reference DRN-5241970
5 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5241970 The complaint Mr F complains that Monzo Bank Ltd won’t refund 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 in s... (7 pages)View decision -
Decision Reference DRN-5601855
5 Jun 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5601855 The complaint Mr N complains, through his representative, that NewDay Ltd (“NewDay”) gave him two credit cards and then then increased his credit limit when he couldn’t afford them. What happened Mr N had two NewDay credit cards an Opus branded one and an Aqua branded card a... (4 pages)View decision -
Decision Reference DRN-5242663
4 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5242663 THE COMPLAINT Mr N holds/held an account with Bank of Scotland plc trading as Halifax (“Halifax”). Mr N’s complaint is about Halifax’s refusal to fully reimburse him money he says he lost due to a scam. Mr N is represented by Refundee in this matter. However, where appropr... (5 pages)View decision -
Decision Reference DRN-5576328
4 Jun 2025 AXA Insurance UK Plc UpheldInsuranceDRN-5576328 The complaint Mr S complains about how AXA Insurance UK Plc settled a claim on his contents insurance. Mr S and his brother are both named policyholders on their AXA policy, so any claim or complaint is brought by them both. But for simplicity, and because most of the inform... (3 pages)View decision -
Decision Reference DRN-5556800
4 Jun 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5556800 The complaint Mr M complains about issues that he’s had with Clydesdale Bank plc, trading as Virgin Money, relating to his current and credit card accounts. What happened Mr M has a current account and a credit card account with Virgin Money. He complained to it about a numb... (3 pages)View decision -
Decision Reference DRN-5560313
4 Jun 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5560313 The complaint Mr H complains Starling Bank Limited unfairly restricted and then closed his account. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. Mr H held a Sta... (3 pages)View decision -
Decision Reference DRN-5182272
4 Jun 2025 TIDE PLATFORM LTD UpheldBanking and PaymentsDRN-5182272 The complaint B, a limited company, has complained that Tide Platform Ltd won’t refund the money it lost after falling victim to a scam. Mr C, as director, is representing B. What happened In summer 2024, Mr C was called by scammers posing as Tide. They called from a withhel... (4 pages)View decision -
Decision Reference DRN-5464392
4 Jun 2025 Union Bancaire Privée (UK) Limited Not upheldPensions and AnnuitiesDRN-5464392 The complaint Mrs F submitted a joint complaint, alongside her husband, about SG Kleinwort Hambros Bank, now Union Bancaire Privée (UK) Limited (‘UBP’). The joint complaint has been separated. This decision is only about Mrs F’s case, but it shares broadly the same backgrou... (4 pages)View decision -
Decision Reference DRN-5603911
4 Jun 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5603911 The complaint Miss O complains Starling Bank Limited (“Starling”) closed her accounts and applied an adverse fraud marker against her. Miss O say the marker has prevented her from accessing vital financial products. To put things right, Starling should remove it. What happ... (4 pages)View decision
