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-5962091
9 Dec 2025 The Royal London Mutual Insurance Society Limited Not upheldPensions and AnnuitiesDRN-5962091 The complaint Mrs L has complained to The Royal London Mutual Insurance Society Limited (Royal London) that she was treated differently to her husband when she began accessing her pension benefits. What happened The investigator who considered this matter set out the backgr... (3 pages)View decision -
Decision Reference DRN-6002975
9 Dec 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-6002975 The complaint Mr B complains about the actions of Barclays Bank UK PLC (“Barclays”) when he wanted to open a child bank account. What happened In early 2025 Mr B wanted to open a child bank account with Barclays. He said he was unable to do that online as he couldn’t get a v... (3 pages)View decision -
Decision Reference DRN-5604346
9 Dec 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5604346 The complaint Mr D complains that Wise Payment Limited (Wise) failed to protect him from falling victim to a scam. Mr D also complains that Wise has declined to issue a full refund of his losses. What happened The background to this complaint is well known by the parties inv... (5 pages)View decision -
Decision Reference DRN-5958343
9 Dec 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5958343 The complaint Mrs K complains about a car supplied to her using a hire purchase agreement taken out with MotoNovo Finance Limited (“MotoNovo”). What happened In February 2024, Mrs K acquired a used car using a hire purchase agreement with MotoNovo. The car was nearly five y... (3 pages)View decision -
Decision Reference DRN-6005379
9 Dec 2025 AutoMoney Limited UpheldConsumer CreditDRN-6005379 The complaint Mr B is unhappy with the quality of a car financed using a hire purchase agreement from AutoMoney Limited trading as AutoMoney Motor Finance. What happened In April 2024 Mr B entered into a hire purchase agreement with Automoney for a used car. The car was arou... (3 pages)View decision -
Decision Reference DRN-5864991
9 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5864991 The complaint Mr W is unhappy with Revolut Ltd. Mr W said Revolut failed to protect him from significant financial harm from his compulsive gambling transactions. What happened During the early part of 2025 Mr W carried out numerous gambling transactions. He said he hadn’t... (3 pages)View decision -
Decision Reference DRN-5591489
9 Dec 2025 THE CO-OPERATIVE BANK P.L.C. Not upheldBanking and PaymentsDRN-5591489 The complaint Mr Q complains The Co-operative Bank PLC won’t refund transactions made from his account which he says he didn’t make or authorise. What happened Mr Q reported several transactions that had been made to a gambling website as fraudulent in February 2025. The C... (3 pages)View decision -
Decision Reference DRN-5973433
9 Dec 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5973433 The complaint Mr M is unhappy that Volkswagen Financial Services (UK) Limited (‘VWFS’) issued a non- remedial default notice. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. Mr M entered into a hir... (3 pages)View decision -
Decision Reference DRN-5921292
9 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5921292 The complaint Mr Y has complained about how Lloyds Bank PLC (Lloyds) handled his request for a refund. What happened In April 2025, Mr Y made two payments to an online accommodation booking platform, I’ll call D, using his Lloyds credit card. The payments were for holiday ac... (5 pages)View decision -
Decision Reference DRN-6005551
9 Dec 2025 Zopa Bank Limited Not upheldConsumer CreditDRN-6005551 The complaint Mrs H complains that Zopa Bank Limited is holding her liable for the debt on a loan which she says she neither applied for nor knew about. What happened The background to this complaint is well known to both parties, so I won’t repeat everything here. I sent my... (5 pages)View decision