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-5709207
25 Jul 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5709207 Complaint Mr S is unhappy that Starling Bank Limited didn’t refund him after he reported falling victim to a scam. Background In April 2024, Mr S received a phone call from an individual claiming to be a representative of Starling Bank. He was informed that suspicious activ... (3 pages)View decision -
Decision Reference DRN-4914994
25 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4914994 The complaint Miss W complains that Monzo Bank Ltd won’t reimburse her money she lost after she was defrauded. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In January 2024, Miss W received a teleph... (3 pages)View decision -
Decision Reference DRN-5633869
25 Jul 2025 Toyota Financial Services (UK) Plc Not upheldConsumer CreditDRN-5633869 The complaint Mr T complains about how Toyota Financial Services (UK) PLC trading as Redline Finance (RF) administered his hire purchase agreement when he was unable to repay it. He says the key parts of his complaint are that: • RF illegally threatened and intimidated him ... (4 pages)View decision -
Decision Reference DRN-5426141
25 Jul 2025 etika Finance UK Limited Not upheldConsumer CreditDRN-5426141 The complaint Mrs H has complained about how Etika Finance UK Limited (Etika) handled her refund claim she made to them. What happened Mrs H purchased a bed and mattress from a retailer I shall call “T” in November 2023. She paid for this with a finance agreement taken out w... (5 pages)View decision -
Decision Reference DRN-5197517
25 Jul 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5197517 The complaint Mr H is unhappy Starling Bank Limited (‘Starling’) won’t reimburse him the money he lost when he fell victim to an impersonation / safe account scam. What happened The circumstances of the complaint are well-known to both parties, so I don’t intend on setting ... (5 pages)View decision -
Decision Reference DRN-5647503
25 Jul 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5647503 The complaint Mrs D complains that National Westminster Bank Plc won’t reimburse her for funds that she says she was scammed out of. Mrs D has appointed professional representatives for this complaint, but for ease of reading I’ll only refer to Mrs D in this decision. What... (2 pages)View decision -
Decision Reference DRN-5705664
25 Jul 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5705664 The complaint Ms A complains Nationwide Building Society (NBS) stopped issuing certificates of interest. She also complains about the service she has received from NBS. What happened Ms A complains NBS has stopped sending her certificates of interest for her savings accounts... (4 pages)View decision -
Decision Reference DRN-5583339
25 Jul 2025 Black Horse Limited UpheldConsumer CreditDRN-5583339 The complaint Mr C complains that Black Horse Limited, trading as Jaguar Financial Services (J,FS) increased the interest rate on a finance offer. He doesn’t feel this is fair. To put this right, he would like JFS to honour its original offer or to compensate him for the di... (2 pages)View decision -
Decision Reference DRN-5311894
25 Jul 2025 Ald Automotive Limited UpheldConsumer CreditDRN-5311894 The complaint Mr G complains that a car supplied to him under a hire agreement with Ald Automotive Limited trading as Kia Contract Hire (KCH) was of unsatisfactory quality. What happened In December 2022 Mr G entered into a hire agreement with KCH to acquire a brand-new car... (3 pages)View decision -
Decision Reference DRN-5647776
25 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5647776 The complaint Mrs S complains that Revolut Ltd won’t refund money she lost when she fell victim to a scam. What happened In November 2023, Mrs S fell victim to an impersonation scam. She states she’d just paid for her citizenship application when she received a call from so... (3 pages)View decision
