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-5546106
24 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5546106 The complaint Mr A and Ms O complain that Lloyds Bank PLC won’t reimburse money they lost to fraud. As Ms O is the principal complaint here, so for ease, I have only referred to her throughout my decision. What happened As the circumstances of this complaint are well-known t... (3 pages)View decision -
Decision Reference DRN-5879323
24 Oct 2025 Close Brothers Limited Not upheldConsumer CreditDRN-5879323 The complaint Mrs K complains that the van she acquired through Close Brothers Limited, trading as Close Brothers Motor Finance (“CBL”) wasn’t of satisfactory quality. She wants CBL to reimburse her costs, repair the van, and compensate her for the time she’s lost. What happ... (3 pages)View decision -
Decision Reference DRN-5196475
24 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5196475 The complaint Miss Y complains that Revolut Ltd won’t refund the money she lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything again here. However, in brief, Miss Y met someone on a social media app who eve... (4 pages)View decision -
Decision Reference DRN-5886680
24 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5886680 The complaint Mr R has complained about how Monzo Bank Ltd (Monzo) handled a refund claim he made. What happened Mr R made a series of transactions between August 2024 and March 2025 to an online gambling site, which I’ll call ‘Z’, totalling £10,833.40. He says the site has ... (3 pages)View decision -
Decision Reference DRN-5904922
24 Oct 2025 Frasers Group Financial Services Limited UpheldConsumer CreditDRN-5904922 The complaint Mr K complains Frasers Group Financial Services Limited (“FGFS”) unfairly declined his section 75 Consumer Credit Act 1974 (“section 75”) claim for goods he didn’t receive. What happened I issued my provisional decision on this complaint on 9 October 2025. An ... (4 pages)View decision -
Decision Reference DRN-5335234
24 Oct 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5335234 The complaint M, a limited company, has complained Metro Bank PLC did nothing to identify and stop fraudulent payments being made to one of their customer’s accounts. What happened M operates as a small business and holds an account with a bank that I’ll refer to as H. In No... (3 pages)View decision -
Decision Reference DRN-5706197
24 Oct 2025 Loans 2 Go Limited UpheldConsumer CreditDRN-5706197 The complaint Mr T complains that Loans 2 Go Limited was irresponsible in its lending to him. He wants the interest on his loan refunded as he says it was excessive and unfair. What happened Mr T was provided with a £1,000 loan by Loans 2 Go in October 2023. The loan term wa... (3 pages)View decision -
Decision Reference DRN-5539669
24 Oct 2025 Oakbrook Finance Limited Not upheldConsumer CreditDRN-5539669 The complaint Mr M complains that OAKBROOK FINANCE LIMITED lent to him when he could not afford it. He says that proper checks would have revealed he has a gambling problem. Mr M wants the debt to be written off. Or he wants the interest to be removed and be offered an affor... (3 pages)View decision -
Decision Reference DRN-5702569
24 Oct 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5702569 The complaint Mr W has complained TSB Bank plc won’t refund him for transactions he didn’t authorise and were the result of his ex-partner misusing his card and account details. What happened In December 2024 Mr W managed to get in touch with TSB, after what he felt were num... (3 pages)View decision -
Decision Reference DRN-5888997
24 Oct 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5888997 THE COMPLAINT Mrs R complains that Revolut Ltd (“Revolut”) will not reimburse her money she says she lost when she fell victim to fraud. WHAT HAPPENED The circumstances of this complaint are well known to all parties concerned, so I will not repeat them again here in detail... (3 pages)View decision
