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 171073 results
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Decision Reference DRN-5372416
2 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5372416 The complaint Mr G, who is represented, complains that Lloyds Bank PLC won’t reimburse him funds he says he lost from an investment fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In April 2020... (3 pages)View decision -
Decision Reference DRN-5497063
2 Sep 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5497063 The complaint Mrs P complains J.P. Morgan Europe Limited trading as Chase didn’t do enough to protect her when she fell victim to a safe account scam. What happened Mrs P has a number of accounts including an account with Chase and accounts with banks who I’ll refer to as “R... (3 pages)View decision -
Decision Reference DRN-5715314
2 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5715314 The complaint Mrs C complains that Monzo lent irresponsibly when it approved her credit card application and later increased the credit limit. What happened Mrs C applied for a Monzo credit card in May 2022. In her application, Mrs C said she was employed with an annual inc... (3 pages)View decision -
Decision Reference DRN-5419046
2 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5419046 The complaint Mrs R is unhappy Barclays Bank UK PLC will not refund all the money she lost as the result of a scam. What happened As both parties are aware of the details of the scam I will not repeat them in full here. In summary, Mrs R fell victim to a job/task scam. She f... (3 pages)View decision -
Decision Reference DRN-5780208
2 Sep 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5780208 The complaint Mr T complains about difficulties he experienced with his TSB Bank plc (‘TSB’) internet banking and the service he received in connection with this. What happened Mr T opened a ‘Spend & Save’ account with TSB in May 2023. He was an existing customer of TSB... (4 pages)View decision -
Decision Reference DRN-5761786
2 Sep 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5761786 The complaint Ms B complains NewDay Ltd trading as Marbles (NewDay) failed to carry out sufficient affordability checks before it approved a credit card account for her. What happened Ms B says NewDay approved a credit card account for her in February 2021 with a credit limi... (3 pages)View decision -
Decision Reference DRN-5457687
2 Sep 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5457687 The complaint Mr C is unhappy about the way Volkswagen Financial Services (UK) Limited trading as Audi Financial Services (AFS) dealt with several aspects surrounding his hire purchase agreement, which he entered into with them to acquire a car. When I refer to what Mr C an... (3 pages)View decision -
Decision Reference DRN-5421367
2 Sep 2025 Amplifi Capital (U.K.) Limited Not upheldConsumer CreditDRN-5421367 The complaint Mr D complains that Amplifi Capital (U.K.) Limited trading as Reevo (“Reevo”) irresponsibly provided him with a loan whilst he was struggling financially and had a gambling addiction. What happened Reevo provided Mr D with a loan for £1,500 on 2 December 2024 ... (3 pages)View decision -
Decision Reference DRN-5337653
2 Sep 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5337653 The complaint Mr O complains that Moneybarn No. 1 Limited trading as Moneybarn irresponsibly provided him with an unaffordable credit agreement to finance a vehicle. Mr O’s complaint has been brought by a professional representative, but for ease I’ve referred to all submis... (4 pages)View decision -
Decision Reference DRN-5556797
2 Sep 2025 MBNA Limited Not upheldConsumer CreditDRN-5556797 The complaint Mr B complains MBNA Limited are holding him responsible for a £15,000 loan he says he applied for as part of a scam. Mr B is represented in this complaint, but I’ve referred mostly to him. What happened In May 2024, Mr B fell victim to an investment scam foll... (2 pages)View decision
