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 381196 results
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Decision Reference DRN-5304844
25 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5304844 The complaint Mr P complains that Monzo Bank Ltd won’t reimburse money he lost to a scam. What happened The background to this complaint is well known to both parties so I won’t repeat it in detail again here. In summary, in November 2024, Mr P made several payments totallin... (2 pages)View decision -
Decision Reference DRN-5480798
25 Sep 2025 Invesco Fund Managers Limited Not upheldInvestmentsDRN-5480798 The complaint Mrs Y complains about the administration of her stocks and shares Individual Savings Account (ISA) by Invesco Fund Managers Limited (Invesco). She complains that commission was paid from funds invested within her ISA to a third-party firm. Mrs Y says she wasn’t... (7 pages)View decision -
Decision Reference DRN-5637315
25 Sep 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5637315 The complaint Mr M complains Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance are holding him responsible for a £20,000 loan he says was taken out as part of a scam. What happened Mr M fell victim to an investment scam. Mr M was contacted by an “account manag... (3 pages)View decision -
Decision Reference DRN-5534916
25 Sep 2025 EE Limited UpheldConsumer CreditDRN-5534916 The complaint Mr W complains about the sale of a fixed sum loan agreement with EE Limited that was used to buy a brand new mobile telephone device. What happened In October 2022, Mr W took out a fixed sum loan agreement with EE to buy a brand new mobile telephone device. The... (4 pages)View decision -
Decision Reference DRN-5757732
25 Sep 2025 Tandem Bank Limited UpheldConsumer CreditDRN-5757732 The complaint Mr C has complained that Tandem Bank Limited “Tandem” provided incorrect information relating to the interest applicable to his loan account. What happened Mr C bought a solar panel system (the system) for his home which was installed in 2024. Mr C paid for th... (4 pages)View decision -
Decision Reference DRN-5739725
25 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5739725 The complaint Mr S complains Revolut Ltd failed to protect him from making payments to gambling operators. He says he suffered financially and mentally because of its processes and systems. What happened A summary of what happened is below. Mr S has an account with Revolut. ... (2 pages)View decision -
Decision Reference DRN-5663344
25 Sep 2025 Telefonica UK Limited UpheldConsumer CreditDRN-5663344 The complaint Miss S has complained about the way Telefonica UK Limited trading as O2 (“O2”) administered a fixed sum loan agreement she had with it for a device. What happened The circumstances of the complaint are well known to the parties, so I won’t go over everything a... (3 pages)View decision -
Decision Reference DRN-5563536
25 Sep 2025 Gain Credit LLC UpheldConsumer CreditDRN-5563536 The complaint Mr B, through his representative, complains that Gain Credit LLC trading as Lending Stream lent to him irresponsibly. What happened Mr B took one loan for £1,000 in January 2024. It was repayable over 12 months. The total amount repayable in the original agreem... (3 pages)View decision -
Decision Reference DRN-5829774
25 Sep 2025 FREEMANS PUBLIC LIMITED COMPANY Not upheldConsumer CreditDRN-5829774 The complaint Mrs H complains about the quality of goods she bought using a catalogue shopping account with FREEMANS PUBLIC LIMITED COMPANY (Freemans). What happened On 29 August 2023, Mrs H purchased a tumble dryer from Freemans for £379.99. The charge for this item was app... (2 pages)View decision -
Decision Reference DRN-5645894
25 Sep 2025 Embark Investment Services Limited Not upheldInvestmentsDRN-5645894 The complaint Miss O complains that Embark Investment Services Limited (“Embark”) failed to follow her instruction to not pay her interest on her stocks and shares ISA. She requested this due to her religious beliefs. What happened Miss O held a stocks and shares ISA account... (2 pages)View decision
