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
-
Decision Reference DRN-5672258
11 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5672258 The complaint Mr T complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an investment scam. 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 k... (5 pages)View decision -
Decision Reference DRN-4972921
11 Dec 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4972921 The complaint Mr A complains that Monzo Bank Ltd refused to refund him after he fell victim to a scam. What happened In May 2024 Mr A fell victim to a scam after attempting to buy three iPhones from a fraudster who was posing as a seller on a social media platform. Mr A made... (3 pages)View decision -
Decision Reference DRN-5886373
11 Dec 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5886373 The complaint Mr A’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 him under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deciding... (11 pages)View decision -
Decision Reference DRN-5134289
11 Dec 2025 The Prudential Assurance Company Limited Not upheldInvestmentsDRN-5134289 The complaint Mr S complains that The Prudential Assurance Company Limited (“Pru”) closed a fund within his regular investment plan and replaced it with a fund he didn’t want to invest in. What happened Mr S has held a regular investment plan with Pru since 1978. Within this... (4 pages)View decision -
Decision Reference DRN-5941176
11 Dec 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5941176 The complaint Mr B says the car he bought through a hire purchase agreement with Mercedes-Benz Financial Services UK Limited (MBFS) was mis-sold. When I talk about what Mr B or MBFS said or did, this includes what their representatives said or did. What happened In March 2... (3 pages)View decision -
Decision Reference DRN-5872015
11 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5872015 The complaint Mr H has complained about the way Revolut Ltd (“Revolut”) dealt with a claim for money back in relation to an oversized baggage fee he paid using his Revolut account. What happened On 5 April 2025, Mr H used his Revolut account to pay €60 to a merchant (which ... (4 pages)View decision -
Decision Reference DRN-5621525
11 Dec 2025 Foster Denovo Limited Not upheldPensions and AnnuitiesDRN-5621525 The complaint Mr M complains that Foster Denovo (FD) Limited’s advice process caused him to lose out on a higher cash equivalent transfer value (CETV) from his Defined Benefit (DB) pension. What happened Mr M received a CETV from his DB pension worth £3,228,293 on 10 January... (4 pages)View decision -
Decision Reference DRN-6003127
11 Dec 2025 Lantern Debt Recovery Services Limited Not upheldConsumer CreditDRN-6003127 The complaint Mr O complains Lantern Debt Recovery Services Limited trading as Lantern unfairly applied a default to his credit report regarding a debt he has with them. What happened I issued a provisional decision setting out what’d happened, and what I thought about that.... (5 pages)View decision -
Decision Reference DRN-5733908
11 Dec 2025 Skrill Limited Not upheldBanking and PaymentsDRN-5733908 The complaint Mr T complains that Skrill Limited (“Skrill”) won’t refund payments he made as part of 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, I understand it to be as follows. M... (3 pages)View decision -
Decision Reference DRN-5828003
11 Dec 2025 Freetrade Limited Not upheldInvestmentsDRN-5828003 The complaint Mr B complains about a marketing email he received from Freetrade Limited (Freetrade). He considers the email unethical, irresponsible, and politically charged. What happened Mr B has a General Investment Account (GIA) with Freetrade. On 25 January 2025, Freetr... (2 pages)View decision