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 381194 results
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Decision Reference DRN-5732660
4 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5732660 The complaint Miss O complains that Monzo Bank Ltd (‘Monzo’) filed an adverse Cifas marker about her. What happened Miss O had a current account with Monzo. In October 2024, Monzo contacted Miss O regarding a payment of £200 that she’d received from a third party. It sent Mi... (3 pages)View decision -
Decision Reference DRN-4463554
4 Nov 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-4463554 The complaint Mr C and Ms I’s complaint is, in essence, that Shawbrook Bank Limited (‘the Lender’), acted unfairly and unreasonably by (1) Being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (‘CCA’). (2) Deciding agains... (3 pages)View decision -
Decision Reference DRN-5925615
4 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5925615 The complaint Mrs K has complained that Revolut Ltd won’t refund money she says she lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on giving the reasons for my decision. ... (2 pages)View decision -
Decision Reference DRN-5894230
4 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5894230 The complaint Mrs G is complaining that Barclays Bank UK PLC didn’t do enough to prevent her from making payments to a scam. The complaint is brought on her behalf by a professional representative. What happened Mrs G was introduced to what she believed to be a genuine inves... (3 pages)View decision -
Decision Reference DRN-5749801
4 Nov 2025 Volvo Car Financial Services UK Limited Not upheldConsumer CreditDRN-5749801 The complaint Mr O complains about the quality of a car he acquired under a conditional sale agreement with Volvo Car Financial Services UK Limited (UK) PLC (VF). When I refer to what Mr O and VF have said and/or done, it should also be taken to include things said and/or d... (4 pages)View decision -
Decision Reference DRN-5849152
4 Nov 2025 INTACT INSURANCE UK LIMITED UpheldInsuranceDRN-5849152 The complaint Mr and Mrs M complain that INTACT INSURANCE UK LIMITED (Intact) unfairly applied an indemnity limit when they made a claim on a legal expenses insurance policy. While Mr and Mrs M are joint policyholders, the claim has been made by Mr M and he’s been the primar... (4 pages)View decision -
Decision Reference DRN-5925395
4 Nov 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5925395 The complaint Mr G complains that Revolut Ltd did not reimburse the funds he lost to a scam. What happened Mr G says he found an advert online for a company that could help him invest in cryptocurrency. He got in contact with them, and they assigned him a trader who would tr... (4 pages)View decision -
Decision Reference DRN-5873838
4 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5873838 The complaint Mr W has complained that Revolut Ltd won’t refund money he lost to a scam. What happened Mr W received an email in August 2024 from what he thought was a legitimate company who claimed to be dealing with dormant cryptocurrency accounts. Mr W was told his accou... (4 pages)View decision -
Decision Reference DRN-5853163
4 Nov 2025 Lloyds Bank PLC UpheldConsumer CreditDRN-5853163 The complaint Mr B complains about a car supplied to him using a hire purchase agreement taken out with Lloyds Bank PLC (“Lloyds”). What happened In August 2023, Mr B acquired a used car using a hire purchase agreement with Lloyds. The car was over eight years old, the cash... (4 pages)View decision -
Decision Reference DRN-5845960
4 Nov 2025 Currencies Direct Limited Not upheldBanking and PaymentsDRN-5845960 The complaint Mr A complains about how Currencies Direct Limited dealt with an intended international transfer. What happened Mr A says he opened a Currencies Direct (CD) account in order to transfer about 55,000 Euros into his United Kingdom Sterling account. He says he ini... (2 pages)View decision
