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 388057 results
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Decision Reference DRN-5375432
22 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5375432 The complaint Mr W complains that Monzo Bank Ltd (‘Monzo’) hasn’t refunded the money he lost when he fell victim to a cryptocurrency investment scam. What happened Around the start of September 2023, Mr W was introduced to an investment opportunity – which I’ll refer to as ‘... (4 pages)View decision -
Decision Reference DRN-5559048
21 Jul 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5559048 The complaint Mr O complains that the car he acquired through Moneybarn No. 1 Limited (“Moneybarn”) wasn’t of satisfactory quality. He wants to reject the car and have the credit agreement cancelled. What happened Mr O entered into a conditional sale agreement in August 2023... (4 pages)View decision -
Decision Reference DRN-5629512
21 Jul 2025 Great Lakes Insurance UK Limited Not upheldInsuranceDRN-5629512 The complaint Mr D complains about Great Lakes Insurance UK Limited (“Great Lakes”), trading as John Lewis & Partners, for the level of settlement offered in respect of his claim. He wants Great Lakes to increase the offer of settlement to match the replacement value of ... (3 pages)View decision -
Decision Reference DRN-5645033
21 Jul 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5645033 The complaint Mr A complains that Barclays Bank UK PLC trading as Barclaycard suspended his credit card and failed to reply to his request for a paydown plan. What happened Mr A holds a credit card account with Barclays. In or around 3 January 2025 Barclays suspended Mr A’s ... (2 pages)View decision -
Decision Reference DRN-5551680
21 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5551680 The complaint Mr S is unhappy with Revolut Ltd. He opened an account in 2022 and kept accounts with it. Mr S said he kept the money in his “savings vault” and was told that this would earn him 2.5 to 5% interest. But he never received any interest. What happened Mr S said h... (3 pages)View decision -
Decision Reference DRN-5629656
21 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5629656 The complaint Miss W complains that Wise Payments Limited won’t refund the full amount of money she lost to a scam. What happened Miss W complains that from 6 March 2024 she sent several payments to what turned out to be a scam. Miss W says that she was sending money to what... (3 pages)View decision -
Decision Reference DRN-5649383
21 Jul 2025 Volvo Car Financial Services UK Limited UpheldConsumer CreditDRN-5649383 The complaint Mr G complains about the sale of a car finance agreement he took out with Volvo Car Financial Services UK Limited (‘VF’). What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects m... (7 pages)View decision -
Decision Reference DRN-5638866
21 Jul 2025 HSBC UK Bank Plc Not upheldConsumer CreditDRN-5638866 The complaint Mr M complains that HSBC UK Bank Plc increased the interest rate when he cancelled a loan application and applied for a smaller loan. What happened On 29 March 2024 Mr M applied for a loan with HSBC for £24,300 over a 48 month term. HSBC offered him a loan with... (2 pages)View decision -
Decision Reference DRN-5621929
21 Jul 2025 Astrenska Insurance Limited Not upheldInsuranceDRN-5621929 The complaint Mr N complains about Astrenska Insurance Limited trading as Collinson Insurance’s (Astrenska) offer of settlement for his gadget claim under his travel insurance policy. My references to Astrenska include its claim handling agents. What happened Mr N had a sin... (3 pages)View decision -
Decision Reference DRN-5554749
21 Jul 2025 National Savings and Investments Not upheldBanking and PaymentsDRN-5554749 The complaint Mrs L is dealing with this complaint on behalf of Miss L. For ease I will refer to Mrs L throughout. Mrs L is unhappy with National Savings and Investments. Mrs L controlled a premium bonds account for her daughter Miss L. When Miss L reached 16 years old NS&a... (3 pages)View decision