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-5805817
9 Sep 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5805817 The complaint Mr A complains that Monzo Bank Ltd (‘Monzo’) won’t reimburse the funds he says he lost when he fell victim to a scam. What happened Mr A says that he hadn’t invested before. He was introduced to an investment opportunity with someone I’ll call F in this decisio... (4 pages)View decision -
Decision Reference DRN-5693360
9 Sep 2025 Close Brothers Limited UpheldConsumer CreditDRN-5693360 The complaint Mr B complains that a car supplied to him under a hire purchase agreement with Close Brothers Limited (CBL) is of unsatisfactory quality. What happened The circumstances surrounding this complaint and my initial findings were set out in my provisional decision ... (5 pages)View decision -
Decision Reference DRN-5692782
9 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5692782 The complaint Mr P complains that HSBC UK Bank Plc didn’t treat him fairly when communicating with him about transactions he was attempting to make on his account. What happened Mr P says that on two occasions at different businesses his credit card was declined when he att... (3 pages)View decision -
Decision Reference DRN-5691241
9 Sep 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5691241 The complaint A limited company, which I’ll refer to as ‘E’, is unhappy that American Express Service Europe Limited (“AmEx”) attempted a direct debit payment even though a manual payment for the payment amount had already been made. E’s complaint is brought to this service ... (3 pages)View decision -
Decision Reference DRN-5328142
9 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5328142 The complaint Mr B complains that Barclays Bank UK PLC didn’t do enough to protect him when he made a payment to a property investment opportunity that he now considers was a scam. In bringing his complaint to this service Mr B is represented, but for ease of reading I will... (3 pages)View decision -
Decision Reference DRN-5645494
9 Sep 2025 Volvo Car UK Limited Not upheldConsumer CreditDRN-5645494 The complaint Miss A complains about end of contract charges applied by Volvo Car UK Limited after she returned a car supplied under a hire agreement. What happened In March 2022, Miss A was supplied with a new car through a hire agreement with Volvo. The term of the agreeme... (3 pages)View decision -
Decision Reference DRN-5343130
9 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5343130 Complaint Mr W is unhappy that Santander UK Plc didn’t reimburse him after he reported falling victim to a scam. This complaint has been brought on Mr W’s behalf by a representative. However, for simplicity’s sake, I’ve referred to Mr W in the text of the decision. Backgroun... (3 pages)View decision -
Decision Reference DRN-5343134
9 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5343134 Complaint Mr W is unhappy that Revolut Ltd didn’t do more to protect him from fraud. This complaint has been brought on his behalf by a representative. However, for simplicity’s sake, I’ve generally referred to Mr W in the text of the decision. Background In June 2022, Mr W ... (4 pages)View decision -
Decision Reference DRN-5660400
9 Sep 2025 The Mortgage Business Plc Not upheldMortgagesDRN-5660400 The complaint Ms O complains that The Mortgage Business Plc (TMB) mis-sold her interest only mortgage. What happened In 1998 Ms O took out a repayment mortgage with TMB over a term of 25 years. It was later switched to interest only. The mortgage has now reached the end of ... (5 pages)View decision -
Decision Reference DRN-5798015
9 Sep 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5798015 The complaint Mrs M complains that Bank of Scotland plc (‘BOS’) haven’t reported information about her accounts to the Credit Reference Agencies (‘CRAs’) so she hasn’t got a positive credit history. Mrs M feels this has led to credit applications being declined, which was em... (3 pages)View decision
