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 385222 results
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Decision Reference DRN-5860009
1 Dec 2025 EE Limited UpheldConsumer CreditDRN-5860009 The complaint Mr B complained about the condition of a phone that was supplied under a fixed sum loan agreement by EE Limited. What happened The events of this complaint are well known to both parties, so I’ll only briefly summarise them here. Mr B entered into a fixed sum ... (4 pages)View decision -
Decision Reference DRN-5957806
1 Dec 2025 Glow Financial Services Limited Not upheldConsumer CreditDRN-5957806 The complaint Mr M is unhappy that Glow Financial Services Limited trading as Samsung Finance (“Samsung Finance”) didn’t cancel his previous finance agreement after he used a trade in scheme for his old mobile phone. What happened In July 2023, Mr M purchased a S23+ mobile p... (2 pages)View decision -
Decision Reference DRN-5963085
1 Dec 2025 PayPal UK Ltd Not upheldBanking and PaymentsDRN-5963085 The complaint Mr M complains PayPal UK Ltd didn’t refund him for a payment he didn’t authorise. What happened Mr M bought an online course for 99p from a company, D. The following month Mr M saw over £250 had been paid out to D. Mr M contacted PayPal and told it he hadn’t... (3 pages)View decision -
Decision Reference DRN-5967787
1 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5967787 The complaint Mr K complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost after falling victim to a scam. What happened In 2024, Mr K made contact with someone over a messaging app, who I’ll refer to as J. J said they had connections to care homes and could ... (3 pages)View decision -
Decision Reference DRN-5981917
29 Nov 2025 Trading 212 UK Limited UpheldInvestmentsDRN-5981917 The complaint Mr S complains that Trading 212 UK Limited (‘T212’) wouldn’t allow him to move his investment ISA to his new provider on an in-specie basis and when his monies were moved, they took too long in doing so. Mr S would now like T212 to recompense him for the losses... (5 pages)View decision -
Decision Reference DRN-5934683
29 Nov 2025 Liverpool Victoria Insurance Company Limited UpheldInsuranceDRN-5934683 The complaint Mr E has complained that Liverpool Victoria Insurance Company Limited (“LV”) has handled his subsidence claim unfairly. Any references to LV in this decision include its appointed agents. What happened This complaint concerns a building comprising of multiple s... (3 pages)View decision -
Decision Reference DRN-5970586
29 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5970586 The complaint Miss O complains that Revolut Ltd won’t refund the money she lost to a job scam. 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. Miss O was looking f... (6 pages)View decision -
Decision Reference DRN-5785781
29 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5785781 The complaint Miss O complains that Monzo Bank Ltd won’t refund the money she lost to a job scam. 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. Miss O was lookin... (4 pages)View decision -
Decision Reference DRN-5855235
28 Nov 2025 National Savings and Investments Not upheldBanking and PaymentsDRN-5855235 The complaint Miss C complains about problems when trying to access her online account with National Savings and Investments (NS&I). What happened Miss C holds a premium bond account with NS&I. In June 2025 she experienced problems trying to access her online accoun... (4 pages)View decision -
Decision Reference DRN-5819267
28 Nov 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5819267 The complaint Mr E complains about HSBC UK Bank Plc trading as ‘First Direct’. He says that First Direct didn’t do enough to protect him when he fell victim to a scam, and would like it to refund him the money he has lost as a result. What happened Mr E came across an inve... (4 pages)View decision
