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 392389 results
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Decision Reference DRN-5920384
15 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5920384 Complaint Ms K is unhappy that Bank of Scotland plc (trading as Halifax) didn’t reimburse her after she reported falling victim to a scam. Background In 2023, Ms K fell victim to an investment scam. She responded to an online advertisement for an investment firm that appear... (3 pages)View decision -
Decision Reference DRN-5912429
15 Dec 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5912429 The complaint Mrs T complains that she lost funds through an investment scam and that her bank, Barclays Bank UK PLC has decided not to refund her losses. Mrs T is professionally represented in bringing her complaint to our service, but for ease of reading I’ll refer to all ... (4 pages)View decision -
Decision Reference DRN-5899309
15 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5899309 The complaint X complains that Revolut Ltd won’t refund money he lost when he fell victim to a scam. A representative who I will call “W” complains on behalf of X, however for ease, I will refer to X throughout. What happened The background of this complaint is well known to... (3 pages)View decision -
Decision Reference DRN-6020421
15 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6020421 The complaint Mr W complains that Monzo Bank Ltd (‘Monzo’) won’t refund him the money he lost after he fell victim to an Authorised Push Payment (‘APP’) scam. In bringing his complaint to this service Mr W is represented. What happened I issued a provisional decision for t... (6 pages)View decision -
Decision Reference DRN-5839835
15 Dec 2025 Blue Motor Finance Ltd Not upheldConsumer CreditDRN-5839835 The complaint Mr Y complains about the quality of a car he acquired under a hire purchase agreement with Blue Motor Finance Ltd trading as Blue Motor Finance (BMF). When I refer to what Mr Y and/or BMF have said or did, it should also be taken to include things said or done... (4 pages)View decision -
Decision Reference DRN-6019691
15 Dec 2025 First Complete Limited Not upheldMortgagesDRN-6019691 The complaint Miss G and Mr M have complained about the service they received from First Complete Limited trading as PRIMIS Mortgage Network in respect of their mortgage. They’ve said PRIMIS failed to ensure their new mortgage product was put in place which meant, when their... (5 pages)View decision -
Decision Reference DRN-5729860
15 Dec 2025 Evergreen Finance London Limited Not upheldConsumer CreditDRN-5729860 The complaint Evergreen Finance London Limited trading as MoneyBoat.co.uk(“MoneyBoat”) provided Miss J with a £500 loan in in February 2025. Miss J says the credit was provided irresponsibly. What happened The details of this complaint are well-known to both parties, so I wo... (2 pages)View decision -
Decision Reference DRN-6017683
15 Dec 2025 Starr International (Europe) Limited Not upheldInsuranceDRN-6017683 The complaint Mr V is unhappy with the service he received from Starr International (Europe) Limited when his wife very sadly died abroad. What happened Mr V and his late wife (Mrs V) were on holiday with their family. Mrs V died unexpectedly and Mr V contacted Starr for ass... (2 pages)View decision -
Decision Reference DRN-6020229
15 Dec 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-6020229 The complaint Mr and Mrs W’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2)... (12 pages)View decision -
Decision Reference DRN-5980647
15 Dec 2025 Plata Finance Limited Not upheldConsumer CreditDRN-5980647 The complaint Mr L complains that Plata Finance Limited lent to him irresponsibly when they provided him with a personal loan. What happened In November 2024, Mr L was provided with a personal loan from Plata. The loan was for £15,000 and was repayable over 60 months, with ... (3 pages)View decision