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 170994 results
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Decision Reference DRN-5488280
10 Sep 2025 Specialist Motor Finance Limited UpheldConsumer CreditDRN-5488280 The complaint Ms G complains that a car supplied to her under a finance agreement with Specialist Motor Finance Limited was of unsatisfactory quality. What happened In August 2022 Ms G acquired a used car financed by a hire purchase agreement. The cash price for the vehicle ... (6 pages)View decision -
Decision Reference DRN-5355267
10 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5355267 The complaint Mr D complains that Monzo Bank Ltd won’t refund payments he made as a result of a scam. What happened In summary, Mr D was the victim of an investment scam, where he was duped by fraudsters into sending several payments between July and September 2024 from his ... (3 pages)View decision -
Decision Reference DRN-5784594
10 Sep 2025 Bank of Ireland (UK) Plc UpheldBanking and PaymentsDRN-5784594 The complaint Mr and Mrs H have complained about Bank of Ireland (UK) Plc’s (“Post Office Money”) handling of an unsuccessful savings account application. What happened Mr and Mrs H applied to open a savings account with Post Office Money and enclosed a cheque for £300,000 w... (3 pages)View decision -
Decision Reference DRN-5669189
10 Sep 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5669189 THE COMPLAINT Mr B complains the Royal Bank of Scotland Plc (“RBS”) will not reimburse him money he says he lost when he fell victim to a scam. Mr B is represented by CEL Solicitors (“CEL”) in this matter. However, where appropriate, I will refer to Mr B solely in this dec... (5 pages)View decision -
Decision Reference DRN-5510759
10 Sep 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5510759 The complaint Mr H complains that Clydesdale Bank Plc trading as Virgin Money (“Virgin”) failed to help him recover a hire car deposit. What happened In March 2024 Mr H hired a car in the United States of America. He had booked this in advance. He has explained that the rent... (3 pages)View decision -
Decision Reference DRN-5494374
10 Sep 2025 Aldermore Bank Plc Not upheldMortgagesDRN-5494374 The complaint The complainant is E, a limited company, represented in this complaint by its director Mr S. Mr S complains that Aldermore Bank Plc took a payment for its buy to let mortgage twice, and then said no payment had been made when Mr S recalled the direct debit. Wha... (2 pages)View decision -
Decision Reference DRN-5289732
10 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5289732 The complaint Mrs C complains about the actions of Revolut Ltd when she lost money to a scam. Mrs C is being supported in making her complaint by a representative but for ease, I’ll only refer to Mrs C. What happened The detailed background to this complaint is well known ... (3 pages)View decision -
Decision Reference DRN-5731667
10 Sep 2025 Capquest Debt Recovery Limited Not upheldConsumer CreditDRN-5731667 The complaint Mr Q complains Capquest Debt Recovery Limited sent him a letter saying they owned a debt in his name which was unsolicited. Mr Q’s unhappy Capquest didn’t provide the credit agreement and other documents when first contacting him. What happened From the informa... (3 pages)View decision -
Decision Reference DRN-5803300
10 Sep 2025 Taylormade Finance Ltd Not upheldMortgagesDRN-5803300 The complaint Miss M and Mr S complain that Taylormade Finance Ltd did not provide the service it promised and therefore should refund a fee it charged them. What happened In 2024, Taylormade gave Miss M and Mr S mortgage advice. They signed a fee agreement agreeing to pay a... (3 pages)View decision -
Decision Reference DRN-5613473
10 Sep 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5613473 The complaint Mrs S is unhappy with how Barclays Bank UK PLC trading as Tesco Bank (‘Tesco’) administered her credit card account. What happened Mrs S explains a family member, who I’ll refer to as ‘A’, contacted her explaining they had received emails from Tesco saying the... (3 pages)View decision
