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 381082 results
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Decision Reference DRN-5727802
3 Sep 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5727802 The complaint Mr M says Motability Operations Limited (MOL) were unreasonable not to pay him a Good Condition Payment (GCP). 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 event... (2 pages)View decision -
Decision Reference DRN-5546957
3 Sep 2025 Western Union Payment Services GB Limited Not upheldBanking and PaymentsDRN-5546957 The complaint Mr S complains that Western Union Payment Services GB Limited trading as Western Union (WU) made a payment he requested in cash to a bank account not in the requested recipient’s name. What happened In December 2024 Mr S requested WU to make a payment to a reci... (2 pages)View decision -
Decision Reference DRN-5625374
3 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5625374 The complaint A company, which I’ll refer to as N, complains that Lloyds Bank PLC wouldn’t reimburse a loss it suffered after losing money to fraud. Mr N, who is a director of N, brings the complaint on N’s behalf with the assistance of a professional representative. What ha... (3 pages)View decision -
Decision Reference DRN-5585543
3 Sep 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5585543 The complaint Miss Y is unhappy with the way AXA Insurance UK Plc (AXA) handled her claim following an escape of water. Miss Y had buildings insurance underwritten by AXA. When I refer to what Miss Y said or what AXA said, it should be taken to include things said on their b... (4 pages)View decision -
Decision Reference DRN-5169997
3 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5169997 The complaint Mr F complains Barclays Bank UK PLC won’t refund the full amount of money he lost to a scam. What happened Mr F sent £36,500 to what he thought was a legitimate investment. When the company went into administration, Mr F says he realised he had been scammed. So... (3 pages)View decision -
Decision Reference DRN-5640834
3 Sep 2025 247 Money Group Limited Not upheldConsumer CreditDRN-5640834 The complaint Mr F complains 247 Money Group Limited (“247”) irresponsibly lent to him. What happened In December 2021 Mr F took out motor finance with 247. He was provided with £8,250 to be repaid over 60 months with a monthly repayment amount of £287.80. In January 2022 ... (3 pages)View decision -
Decision Reference DRN-5617366
3 Sep 2025 Motability Operations Limited Not upheldConsumer CreditDRN-5617366 The complaint Mr M complains about the credit agreement he took out with Motability Operations Limited (“Motability”). He says he was told he could purchase the car at the end of the lease, but he’s now discovered this isn’t the case at all. Mr M says the optional extras he ... (4 pages)View decision -
Decision Reference DRN-5697909
3 Sep 2025 Vanquis Bank Limited Not upheldBanking and PaymentsDRN-5697909 The complaint Mr C is unhappy with how long a transfer of funds took from Vanquis Bank Limited, and the long wait times when he called to chase it. What happened Mr C transferred funds from his Vanquis savings account at around 9.30pm on 6 April 2025. As the funds hadn’t bee... (2 pages)View decision -
Decision Reference DRN-5766856
3 Sep 2025 Startline Motor Finance Limited Not upheldConsumer CreditDRN-5766856 The complaint Mr D complains Startline Motor Finance Limited (‘Startline’) acted irresponsibly by agreeing a hire purchase agreement he couldn’t afford to repay. What happened In March 2021 Mr D acquired a vehicle financed by a hire purchase agreement from Startline. The ca... (6 pages)View decision -
Decision Reference DRN-5794408
3 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5794408 The complaint Miss S complains that Revolut Ltd has declined to refund a disputed transaction that was made from her account. What happened On 10 June 2024, Miss S transferred £1,900 from her Revolut account with the intention of sending it to her other bank account with ano... (3 pages)View decision
