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 171072 results
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Decision Reference DRN-5294401
29 Aug 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5294401 The complaint Mr U complains Lloyds Bank Plc (“Lloyds”) has declined to reimburse him £10,000 which he says he lost to an investment scam. What happened Mr U was told about an investment opportunity with a company I will refer to as “V” by a friend of his. Interested, Mr U a... (5 pages)View decision -
Decision Reference DRN-5503495
29 Aug 2025 Metro Bank PLC Not upheldConsumer CreditDRN-5503495 The complaint Mrs S has complained that Metro Bank PLC trading as RateSetter unfairly provided her with a loan. What happened On 12 September 2021, Mrs S entered into a loan agreement with RateSetter as shown below. Mrs S told RateSetter the loan was for debt consolidation,... (3 pages)View decision -
Decision Reference DRN-5663643
29 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldMortgagesDRN-5663643 The complaint Mr I complains that National Westminster Bank Public Limited Company have caused him financial detriment and emotional suffering due to their actions. He says that they allowed a fraudulent mortgage application to go through without his knowledge. What happened... (3 pages)View decision -
Decision Reference DRN-5447011
29 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5447011 The complaint Ms B is unhappy that Revolut Ltd (“Revolut”) didn’t reimburse her after she fell victim to a scam. Ms B has brought her complaint with the assistance of a professional representative. For ease of reading, I will refer to Ms B throughout this decision. What ha... (7 pages)View decision -
Decision Reference DRN-5721640
29 Aug 2025 MBNA Limited Not upheldBanking and PaymentsDRN-5721640 The complaint Miss A complains that MBNA Limited trading as MBNA lent irresponsibly when it approved her credit card application. What happened Miss A applied for an MBNA credit card in January 2022. In her application, Miss A gave her annual income of £33,000 that MBNA cal... (3 pages)View decision -
Decision Reference DRN-5778014
29 Aug 2025 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5778014 The complaint Mrs W complains that Volkswagen Financial Services (UK) Limited (‘VWFS’) miscalculated her settlement quotes. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events... (2 pages)View decision -
Decision Reference DRN-5587050
29 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5587050 The complaint Mr Y complains that Monzo Bank Ltd (Monzo) haven’t done enough to support him with his gambling problem. He’d like a refund of the transactions he made in February 2025, along with compensation. What happened Mr Y holds a current account with Monzo Bank Ltd. In... (3 pages)View decision -
Decision Reference DRN-5697624
29 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5697624 The complaint Mr Y complains that Monzo Bank Ltd (Monzo) haven’t supported him, even though he made them aware of a gambling problem in 2023. He’d like a refund of gambling transactions he made in January 2025 and compensation for the distress caused. What happened Mr Y told... (3 pages)View decision -
Decision Reference DRN-5589901
29 Aug 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5589901 The complaint Mr P complained because Starling Bank Ltd refused to refund him for transactions he said he hadn’t authorised. What happened In March 2025, Mr P was abroad with friends. In the early hours of 9 March, there were six transactions, all to the same business. The... (5 pages)View decision -
Decision Reference DRN-4946345
29 Aug 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-4946345 The complaint and background Mr M complains Wise Payments Limited (‘Wise’) won’t reimburse over £16,000 that he lost when he fell victim to a cryptocurrency investment scam. Our investigator didn’t uphold the complaint. He didn’t think Mr M’s account activity ought to have ... (2 pages)View decision
