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 381082 results
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Decision Reference DRN-5334783
4 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5334783 The complaint Mr F complains about Monzo Bank Ltd’s decision not to uphold his dispute about a faulty laptop. What happened Mr F purchased a laptop costing around £2,770 from a merchant (who I’ll refer to as ‘R’ throughout this decision) in June 2023 with his Monzo Flex Mast... (6 pages)View decision -
Decision Reference DRN-5285631
4 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5285631 The complaint Mr S complains that Revolut Ltd hasn’t reimbursed the money he says he’s lost to a scam. What happened Mr S says that he’s fallen victim to a cryptocurrency investment scam. He saw an advertisement online for an investment opportunity with a company I’ll refer ... (3 pages)View decision -
Decision Reference DRN-5657919
4 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5657919 The complaint Mr F has complained about Revolut Ltd not refunding several payments he says he made and lost to an authorised push payment (APP) investment scam. What happened The background to this complaint is well known to both parties, so I won’t repeat it in detail here... (3 pages)View decision -
Decision Reference DRN-5454453
4 Aug 2025 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5454453 The complaint Mrs B, through her representative, complains that FIRST RESPONSE FINANCE LIMITED (“First Response”) lent to her by approving a car finance agreement she could not afford. Mrs B said that it did not carry out proportionate checks and if it had it would not have ... (4 pages)View decision -
Decision Reference DRN-5579762
4 Aug 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5579762 The complaint Mr B complains that Aviva Life & Pensions UK Limited (Aviva) mis-sold him an annuity policy as it didn’t make him aware of other benefit options which he says would have been preferrable. What happened Mr B had Personal Pension Plans (PPP) with Aviva, arra... (3 pages)View decision -
Decision Reference DRN-5454426
4 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5454426 The complaint Mr B complains that National Westminster Bank Public Limited Company (“NatWest”) won’t reimburse him after he lost money to an investment – that he now considers to have been a scam – whereby he sent money to an account held at NatWest. Mr B is professionally r... (4 pages)View decision -
Decision Reference DRN-5727679
4 Aug 2025 Bank of Scotland Plc UpheldMortgagesDRN-5727679 The complaint Mr and Mrs A complain that overpayments they made to their mortgage with Bank of Scotland trading as Halifax, have triggered a recalculation of their monthly payments. Mr and Mrs A said they wanted payment stability, not for their monthly payments to go down. W... (8 pages)View decision -
Decision Reference DRN-5709728
4 Aug 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5709728 The complaint Miss S complains that a car supplied to her by Specialist Motor Finance Limited (SMF) under a hire purchase agreement was of an unsatisfactory quality. What happened I issued a provisional decision setting out what I thought about Miss S’ complaint. I’ve copied... (7 pages)View decision -
Decision Reference DRN-5728480
4 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5728480 The complaint Miss B complains that Monzo Bank Ltd (“Monzo”) won’t refund a payment she didn’t make or otherwise authorise. What happened In November 2023 Miss B received a call from an individual purporting to be from Monzo. The caller knew some of her personal and payment... (3 pages)View decision -
Decision Reference DRN-5692915
4 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5692915 The complaint Mr and Mrs B complain that Bank of Scotland plc, trading as Halifax, won’t refund money they lost when they fell victim to an investment scam. Mr and Mrs B are being represented by a claims management company. What happened Mr and Mrs B say they fell victim t... (3 pages)View decision
