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-5286489
25 Feb 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5286489 The complaint Mrs J complains that Revolut Ltd hasn’t protected her from losing money to a scam. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. In brief summary, Mrs J has explained that in December 2023 she ... (4 pages)View decision -
Decision Reference DRN-5045342
25 Feb 2025 J D Williams & Company Limited Not upheldConsumer CreditDRN-5045342 The complaint Mr M has complained J D Williams & Company Limited, trading as Jacamo, is holding him liable for a debt for a catalogue account he didn’t take out. What happened Mr M started getting letters from a debt collection agency about an outstanding debt of over £1... (2 pages)View decision -
Decision Reference DRN-5278127
25 Feb 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-5278127 The complaint Ms D complains that Loans 2 Go Limited (L2G) acted irresponsibly when they agreed to lend to her. In bringing her complaint Ms D is represented by a third party. For ease of reading, I will only refer to Ms D in my decision. What happened In September 2021 Ms D... (3 pages)View decision -
Decision Reference DRN-5164939
25 Feb 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5164939 The complaint Mr T has complained about the quality of a car provided on finance by MotoNovo Finance Limited (MotoNovo). What happened MotoNovo supplied Mr T with a new car on a hire purchase agreement in February 2023. The cash price of the car was around £24,000 and it had... (4 pages)View decision -
Decision Reference DRN-5286379
25 Feb 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5286379 The complaint Miss A has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in her name. What happened Miss A had held an account with Monzo since June 2023. In 2024 Miss A was told by Monzo that they were closing her account. This... (3 pages)View decision -
Decision Reference DRN-5274454
25 Feb 2025 Hyundai Capital UK Limited UpheldConsumer CreditDRN-5274454 The complaint Miss M complains that Hyundai Capital UK Limited trading as Hyundai Finance (HCUK) supplied her with a faulty car. What happened Miss M entered into a conditional sale agreement with HCUK in October 2023. Miss M was supplied with a new car with a cash price of... (4 pages)View decision -
Decision Reference DRN-5062519
25 Feb 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5062519 The complaint Mr C complains that Barclays Bank UK PLC trading as Barclaycard (“Barclays”) failed to properly pursue a chargeback and advised against pursuing a claim under section 75 Consumer Credit Act 1974. (“s.75”). What happened In June 2023 Mr C booked an all-inclusive... (3 pages)View decision -
Decision Reference DRN-5199936
25 Feb 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5199936 The complaint Mr C has complained Lloyds Bank plc never properly explained to him how a payment of £1,500 could be made from his account to another account that wasn’t his. He’s adamant he’s been the victim of fraud. What happened Mr C brought his complaint to the ombudsman ... (2 pages)View decision -
Decision Reference DRN-5000134
25 Feb 2025 Healthcare Finance Limited Not upheldConsumer CreditDRN-5000134 The complaint Mr H has complained about the way Healthcare Finance Limited (“HFL”) dealt with a claim for money back in relation to dental treatment which he paid for with credit it provided. What happened In October 2022 Mr H entered into a two-year fixed sum loan agreement... (4 pages)View decision -
Decision Reference DRN-5159115
25 Feb 2025 Nationwide Building Society UpheldBanking and PaymentsDRN-5159115 The complaint Mr G complains that Nationwide Building Society unfairly debited his account following a failed cash withdrawal. What happened Mr G was having his phone repaired and was told it would be better to purchase another one. The repair shop he was in at the time only... (4 pages)View decision
