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-5911135
1 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5911135 The complaint Mr R’s complaint is, in essence, that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (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 ... (7 pages)View decision -
Decision Reference DRN-5929867
1 Dec 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5929867 The complaint Mrs B has complained Lloyds Bank PLC kept £400 without completing a requested transfer to another account following her withdrawal of £1,000 within a branch in December 2024. What happened On 23 December Mrs B went to a Lloyds branch which wasn’t her normal one... (2 pages)View decision -
Decision Reference DRN-5602152
1 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5602152 The complaint Mr C complains Monzo Bank Ltd has recorded his personal details with Cifas – a fraud prevention database – and won’t remove them. What happened On 12 October 2024, Mr C received two payments totalling £140 into his Monzo account. On the same day, Monzo receive... (2 pages)View decision -
Decision Reference DRN-5978698
1 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5978698 The complaint Mr S’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (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... (10 pages)View decision -
Decision Reference DRN-5895086
1 Dec 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5895086 The complaint Miss L has complained NewDay Ltd, trading as John Lewis Credit Card, didn’t deal with her different disputes properly either in terms of ensuring she was refunded or compensated, or in how they communicated with her. What happened Miss L holds a John Lewis cred... (3 pages)View decision -
Decision Reference DRN-5586553
1 Dec 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5586553 The complaint Mr S complains that Revolut Ltd won’t refund disputed transactions made from his account. What happened Over a period of a few months’ payments totalling almost £400 were made from Mr S’s Revolut account to two online businesses. Mr S raised a claim with Revolu... (2 pages)View decision -
Decision Reference DRN-5737515
1 Dec 2025 Attivo Financial Services Limited Not upheldInvestmentsDRN-5737515 The complaint Mrs G complains that Attivo Financial Services Limited (‘Attivo’) has provided her an inadequate service when it gave her financial advice about her investments. In particular it was unable to explain information within the advice as Attivo itself did not under... (5 pages)View decision -
Decision Reference DRN-5737478
1 Dec 2025 Attivo Financial Services Limited Not upheldInvestmentsDRN-5737478 The complaint Mr G complains that Attivo Financial Services Limited (‘Attivo’) has provided him an inadequate service when it gave him financial advice about his investments. In particular it was unable to explain information within the advice to him as Attivo itself did not... (5 pages)View decision -
Decision Reference DRN-5898807
1 Dec 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5898807 The complaint Mr H complains that Metro Bank PLC sent him his bank card and Personal Identification Number (PIN) for the card in the same envelope on two occasions. What happened Mr H reported fraudulent use of his card in June 2025. As a result, his card was cancelled. A n... (3 pages)View decision -
Decision Reference DRN-5747225
1 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5747225 The complaint Mrs A complains that Bank of Scotland plc trading as Halifax (‘Halifax’) won’t refund the money she says she lost to an investment scam. She’s represented by a firm of solicitors. For simplicity, I’ll refer to Ms A throughout this decision. What happened The ba... (2 pages)View decision