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-5634500
19 Jun 2025 East End Fair Finance Limited UpheldConsumer CreditDRN-5634500 The complaint Miss A complains that East End Fair Finance Limited trading as Fair Finance was irresponsible in its lending to her. She wants all interest and charges on the loan refunded along with statutory interest, and any adverse information removed from her credit file.... (4 pages)View decision -
Decision Reference DRN-5382301
19 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5382301 The complaint Mr F complains that Monzo Bank Ltd won’t refund money he lost when he was a victim of an investment scam. Mr F is represented by a firm I’ll refer to as ‘C’. What happened The background to this complaint is well known to both parties and so I’ll only refer to ... (7 pages)View decision -
Decision Reference DRN-5141737
19 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5141737 The complaint Miss D complains that Revolut Ltd won’t refund money she lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat them all again here. Miss D said she made the following cryptocurrency withdrawals as a result... (2 pages)View decision -
Decision Reference DRN-5224483
19 Jun 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5224483 The complaint X complains about a dispute he raised to AMERICAN EXPRESS SERVICES EUROPE LIMITED trading as American Express (Amex) in respect of payments made towards a holiday. What happened On 30 January 2024, X was attempting to book a holiday via a travel agent who I’ll ... (3 pages)View decision -
Decision Reference DRN-5634060
19 Jun 2025 Pi Financial Ltd UpheldPensions and AnnuitiesDRN-5634060 The complaint Ms F complains about the advice given by Pi Financial Ltd to transfer the benefits from her defined-benefit (‘DB’) occupational pension scheme to a personal pension. She says the advice was unsuitable for her and believes this has caused a financial loss. What ... (9 pages)View decision -
Decision Reference DRN-5576757
19 Jun 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5576757 The complaint Mr R complains about the service he received from Bank of Scotland trading as Halifax, after trying to make a withdrawal at a cash machine. What happened In November 2024, Mr R tried to withdraw £10 from a cash machine with his Halifax debit card. The transact... (2 pages)View decision -
Decision Reference DRN-5415602
19 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5415602 The complaint Miss J complains Monzo Bank Ltd won’t refund a transaction made from her account which she says she did not make or authorise. What happened On 19 May 2024, a £190 cash withdrawal was made from Miss J’s account. Miss J didn’t recognise the transaction so repor... (3 pages)View decision -
Decision Reference DRN-5158038
19 Jun 2025 Marsh FM LLP Not upheldConsumer CreditDRN-5158038 The complaint X complains that a car that was supplied to him under a hire purchase agreement with Marsh FM LLP (“Marsh”) wasn’t of satisfactory quality. What happened The parties are familiar with the background to this complaint – so I will only summarise it briefly here.... (4 pages)View decision -
Decision Reference DRN-5078850
19 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5078850 The complaint Mr I complains Barclays Bank UK PLC won’t refund money he lost to two scams. A representative who I will call “T” complains on behalf of Mr I. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But... (4 pages)View decision -
Decision Reference DRN-5636312
19 Jun 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5636312 The complaint Mr and Mrs M’s complaint is, in essence, that First Holiday Finance Ltd (‘the Lender’) acted unfairly and unreasonably by (1) declining to meet their claim of misrepresentation under Section 75 of the Consumer Credit Act 1974 (“CCA”) and (2) being party to an u... (12 pages)View decision
