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 157006 results
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Decision Reference DRN-5039883
25 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5039883 The complaint Mr E 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-5054055
25 Feb 2025 MBNA Limited Not upheldConsumer CreditDRN-5054055 The complaint Mr E complains that MBNA Limited is holding him liable for the debt on a loan which he says he didn’t consent to. 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 e... (2 pages)View decision -
Decision Reference DRN-5354315
25 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5354315 The complaint Mr O complains that Monzo Bank Ltd won’t reimburse him after he fell victim to a job scam. Mr O is professionally represented in bringing his complaint to our service, but for ease of reading I’ll refer to all submissions as being made by Mr O directly. What ha... (4 pages)View decision -
Decision Reference DRN-5313968
25 Feb 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5313968 The complaint Mrs V complains about the service she received from Clydesdale Bank Plc trading as Virgin Money (“Virgin”) when opening a new ISA. In particular she is unhappy that it had her surname recorded incorrectly in its systems causing administrative errors and delays.... (3 pages)View decision -
Decision Reference DRN-5238421
25 Feb 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5238421 The complaint Mr T has complained Clydesdale Financial Services Limited, trading as Barclays Partner Finance, continues to hold him liable for a fixed-sum loan agreement which he didn’t take out. What happened After realising he’d been a victim of fraud and being targeted by... (2 pages)View decision -
Decision Reference DRN-5008819
25 Feb 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5008819 The complaint Mr Y has complained BMW Financial Services (GB) Limited repossessed his car for breach of the credit agreement but did not communicate properly with him. This has left him with a debt to repay, and a default on his credit record. What happened In May 2023 Mr Y ... (2 pages)View decision -
Decision Reference DRN-5131454
25 Feb 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5131454 The complaint Miss S has complained MotoNovo Finance Limited is charging her too high a rate of interest for her monthly repayments on the finance agreement for her car. She believes she only took this agreement out under duress and wants the amount she’s repaying to be redu... (2 pages)View decision -
Decision Reference DRN-5296815
25 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5296815 The complaint Miss M complains that Monzo Bank Ltd didn’t advise her that the premium feature on its current accounts could only apply to a sole account and not the joint account she applied for. What happened In April 2024 Miss M began an application for a joint account wi... (3 pages)View decision -
Decision Reference DRN-5079369
25 Feb 2025 Virgin Media Mobile Finance Limited UpheldConsumer CreditDRN-5079369 The complaint Mr M has complained Virgin Media Mobile Finance Limited is holding him liable for a credit agreement he didn’t take out. What happened In April 2024 Mr M received a letter from a debt collection agency about a debt. He complained to Virgin Media that there appe... (2 pages)View decision -
Decision Reference DRN-5296395
25 Feb 2025 HSBC UK Bank Plc Not upheldMortgagesDRN-5296395 The complaint Mr and Mrs C complain that HSBC UK Bank Plc has unfairly reduced the borrowing limit of their HomeOwner Reserve (“HOR”) account (a form of mortgage current account) to zero and closed their account without notice. What happened Mr and Mrs C had a HOR account wi... (8 pages)View decision
