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 366874 results
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Decision Reference DRN-5124509
14 Mar 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5124509 The complaint Mr H complains about Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (‘VWFS’). He says the finance agreement he started when he acquired the car was mis-sold. Mr H says that he was told he would get free servicing and that he would... (3 pages)View decision -
Decision Reference DRN-5398237
14 Mar 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5398237 The complaint Mr O complains Bank of Scotland plc trading as Halifax provided him with an unaffordable overdraft facility. Mr O is represented by a professional representative, but for ease I’ll refer to all submissions as though they are his own. What happened Halifax prov... (5 pages)View decision -
Decision Reference DRN-4821531
14 Mar 2025 Black Horse Limited UpheldConsumer CreditDRN-4821531 The complaint Mr S complains about a car acquired through a Hire Purchase agreement with Black Horse Limited (‘Black Horse’). After Mr S had problems with the car’s battery, it was repaired, but he says the problems have returned and he now wants to reject the car. What hap... (5 pages)View decision -
Decision Reference DRN-5335297
14 Mar 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5335297 The complaint Mr M complains Starling Bank Limited didn’t do enough to help get a refund for a transaction made on his debit card. What happened The background to this complaint is well known to all parties, so I won’t repeat it at length here. As a summary, Mr M booked a h... (3 pages)View decision -
Decision Reference DRN-4964471
14 Mar 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4964471 The complaint Mr A complains that Monzo Bank Ltd won’t refund several payments he says he made and 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 here. But in summary and based on the submissions ... (4 pages)View decision -
Decision Reference DRN-5196991
14 Mar 2025 PayPal UK Ltd UpheldBanking and PaymentsDRN-5196991 The complaint Mr G complains that PayPal UK Ltd “PayPal” allowed him to use his account to gamble extensively without any interventions or checks. What happened Mr G says he has a gambling addiction, and this resulted in him sending nearly £52,000 from his PayPal account to... (5 pages)View decision -
Decision Reference DRN-5280522
14 Mar 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5280522 The complaint Mr G complains that Lloyds Bank PLC (“Lloyds”) won’t refund the money he lost when he fell victim to an investment scam. Mr G’s complaint has been brought by a professional representative but I’ll only refer to Mr G in this decision. What happened Mr G was acti... (5 pages)View decision -
Decision Reference DRN-5379872
14 Mar 2025 Carbon Financial Partners Ltd Not upheldInvestmentsDRN-5379872 The complaint Ms M has complained about the advice she received from Carbon Financial Partners Ltd to invest £40,000 into an investment wrapper in 2020, and then retain the investment. What happened I have previously issued a provisional decision regarding this complaint. T... (9 pages)View decision -
Decision Reference DRN-5323755
14 Mar 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5323755 The complaint Mrs S complains that Lloyds Bank PLC won’t refund the full amount of money she says she 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 here. But in summary and based on the submission... (3 pages)View decision -
Decision Reference DRN-4534003
14 Mar 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-4534003 The complaint Mr P complains that Starling Bank Limited says it won’t refund him for money he transferred to a builder for what he now believes was a scam. What happened Mr P says he has used the same builder (who I’ll refer to as B) a number of times over a period of aroun... (5 pages)View decision
