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-5365711
29 Jul 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5365711 The complaint Mrs P complains Moneybarn No.1 Limited (Moneybarn) acted irresponsibly by agreeing a conditional sale agreement she couldn’t afford to repay. What happened The facts of this case are familiar to both parties, so I won’t repeat them again in detail here. Instea... (5 pages)View decision -
Decision Reference DRN-4911715
29 Jul 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4911715 The complaint Mr B has complained that Wise Payments Limited won’t refund the money he lost after falling victim to a scam. What happened In 2023, Mr B was contacted by a scammer posing as a romantic interest. After some messaging, they persuaded Mr B to invest in a cryptocu... (2 pages)View decision -
Decision Reference DRN-5414254
29 Jul 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5414254 The complaint Ms Z complains that Scottish Widows Limited (Scottish Widows) were rude to her and wouldn’t allow her to access her Personal Pension Plan (the plan) benefits flexibly. She wants compensation for the distress and inconvenience caused. What happened Ms Z was in ... (4 pages)View decision -
Decision Reference DRN-5652073
29 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5652073 The complaint Mr O complains Revolut allowed him to make several transactions to a named gambling company on 2 January 2025, despite Revolut being aware of his compulsive gambling and having a gambling block in place. What happened Mr O explained he sadly suffers with compul... (3 pages)View decision -
Decision Reference DRN-5705692
29 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5705692 The complaint Mr D complains that Monzo Bank Ltd did not treat him fairly when he needed help from it. What happened Mr D says he asked Monzo for help in March 2024, but he wasn’t treated fairly or given appropriate support. He says the compensation paid by Monzo doesn’t go ... (2 pages)View decision -
Decision Reference DRN-4867011
29 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4867011 The complaint Miss O complains that Revolut Ltd (‘Revolut’) won’t refund the money she lost to a ‘safe account’ scam. What happened In summary, Miss O says that, in July 2023, she was contacted by an individual claiming to be from a well-known merchant (I’ll call ‘A’). She w... (2 pages)View decision -
Decision Reference DRN-5665804
29 Jul 2025 Black Horse Limited Not upheldConsumer CreditDRN-5665804 The complaint Mr C complains about a car supplied to him using a hire purchase agreement taken out with Black Horse Limited trading as Land Rover Financial Services (“LRFS”). What happened Mr C referred a complaint to us along with his representative. As the complainant is ... (3 pages)View decision -
Decision Reference DRN-5368234
29 Jul 2025 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-5368234 The complaint Mr L complains that Scottish Widows Limited set up an annuity when he reached aged 75 without his authority. He further complains that it would not allow him to reverse this. What happened Mr L had a personal pension with Scottish Widows. In early June 2022, a... (4 pages)View decision -
Decision Reference DRN-5711486
29 Jul 2025 NewDay Ltd UpheldBanking and PaymentsDRN-5711486 The complaint Mr T complains about a NewDay Ltd trading as Opus (‘NewDay’) credit card being incorrectly linked to him. What happened The parties are familiar with the background details of this complaint – so I will briefly summarise them here. It reflects my role resolving... (2 pages)View decision -
Decision Reference DRN-5499626
29 Jul 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5499626 The complaint Miss S complains that HSBC UK Bank Plc (‘HSBC’) won’t refund the money she lost after falling victim to a scam. What happened Miss S was introduced to an investment by a friend. I’ll refer to the company offering the investment as D. Miss S says the directors ... (4 pages)View decision
