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 179155 results
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Decision Reference DRN-5606527
26 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5606527 The complaint Mr M complains that Barclays Bank UK PLC won’t refund the money he lost to a scam. What happened In April 2025, Mr M was looking for work when he received a message regarding a job opportunity which involved completing tasks in return for a commission. Mr M sig... (3 pages)View decision -
Decision Reference DRN-6104048
26 Jan 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6104048 The complaint Mr A complains that Monzo Bank Ltd (‘Monzo’) won’t refund him the money he lost after he fell victim to an Authorised Push Payment (‘APP’) scam. In bringing his complaint to this service Mr A is represented. What happened I issued a provisional decision for t... (6 pages)View decision -
Decision Reference DRN-6103787
26 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-6103787 The complaint Mr W complains Barclays Bank UK PLC won’t refund transactions made from his account which he says he didn’t make or authorise. What happened Mr W returned from a weekend away abroad to find several transactions had debited his account in the country he’d been ... (3 pages)View decision -
Decision Reference DRN-6103957
26 Jan 2026 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-6103957 Complaint Mr M has complained about a credit card American Express Services Europe Limited (“AMEX”) provided to him. He says he shouldn’t have been provided with a credit card which had such a high credit limit as it was unaffordable for him. Background AMEX provided Mr M ... (3 pages)View decision -
Decision Reference DRN-5816967
26 Jan 2026 BMW Financial Services (GB) Limited UpheldConsumer CreditDRN-5816967 The complaint Miss N complains that the car she acquired financed through a hire purchase agreement with BMW FINANCIAL SERVICES (GB) LIMITED trading as ALPHERA Financial Services, (“Alphera”) wasn’t of satisfactory quality. She further complained about reporting on her credi... (4 pages)View decision -
Decision Reference DRN-6032876
26 Jan 2026 ZILCH TECHNOLOGY LIMITED UpheldConsumer CreditDRN-6032876 The complaint Miss C is unhappy that she hasn’t received a refund from Zilch Technology Limited (Zilch) after her account with it was used fraudulently. What happened On 7 April 2025, Miss C became aware of payments made from her Zilch account that she hadn’t actioned. As a ... (3 pages)View decision -
Decision Reference DRN-6100324
26 Jan 2026 Openwork Limited UpheldMortgagesDRN-6100324 The complaint Mr and Mrs F are unhappy with the service provided by Openwork Limited, after they approached Openwork for mortgage advice. Mr and Mrs F believe the poor service they received threatened their plans to move house, led to them incurring unnecessary costs and res... (5 pages)View decision -
Decision Reference DRN-5736129
26 Jan 2026 Lendable Ltd UpheldConsumer CreditDRN-5736129 The complaint Mr B complains that the car he acquired financed through a hire purchase agreement with Lendable Ltd (“Lendable”) wasn’t of satisfactory quality. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brie... (4 pages)View decision -
Decision Reference DRN-5796198
26 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5796198 The complaint Miss S complains Revolut Ltd (“Revolut”) hasn’t refunded funds she lost as the result of a scam. What happened Both parties are familiar with the circumstances of the complaint, so I’ll only summarise the key details here. Miss S complains that she sent two p... (3 pages)View decision -
Decision Reference DRN-5761246
26 Jan 2026 Lendable Ltd Not upheldConsumer CreditDRN-5761246 The complaint Mr R complains that Lendable Limited was irresponsible in its lending to him and that he was not adequately assessed for the credit. What happened Mr R applied for credit with Lendable and had a loan approved as follows: Date Amount of Credit APR Loan Term Mon... (3 pages)View decision