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-5900415
23 Oct 2025 Loans 2 Go Limited Not upheldConsumer CreditDRN-5900415 The complaint Mr O complains through a third-party representative that Loans 2 Go Limited (“L2G”) acted irresponsibly when it lent to him. Mr O also says he wasn’t aware that he’d be repaying over £1,000 for his loan over 18 months. What happened L2G lent Mr O one loan in J... (2 pages)View decision -
Decision Reference DRN-5900521
23 Oct 2025 Prestige Finance Limited Not upheldMortgagesDRN-5900521 The complaint Mrs G complains that Prestige Finance Limited won’t give her information about its contact with her late husband Mr G in connection with their joint mortgage. What happened Mrs G and the late Mr G had a mortgage with Prestige. The mortgage was paid off in 2023 ... (2 pages)View decision -
Decision Reference DRN-5757247
23 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5757247 The complaint Mr C complains that HSBC UK Bank Plc (‘HSBC’) won’t reimburse the funds he lost when he fell victim to a scam. What happened The investigator set out the facts in detail so I will only summarise them here. Mr C says that a business contact introduced him to an ... (3 pages)View decision -
Decision Reference DRN-5757188
23 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5757188 The complaint Mr C complains that Lloyds Bank PLC (‘Lloyds’) won’t reimburse the funds he lost when he fell victim to a scam. What happened The investigator set out the facts in detail so I will only summarise them here. Mr C says that a business contact introduced him to an... (3 pages)View decision -
Decision Reference DRN-5757160
23 Oct 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5757160 The complaint Mr C complains that HSBC UK Bank Plc (‘HSBC’) won’t reimburse the funds he lost when he fell victim to a scam. What happened The investigator set out the facts in detail so I will only summarise them here. Mr C holds a business account with HSBC. Mr C says that... (3 pages)View decision -
Decision Reference DRN-5758829
23 Oct 2025 Telefonica UK Limited UpheldConsumer CreditDRN-5758829 The complaint Miss C complains that Telefonica UK Limited, trading as O2, didn’t do enough to check that she could afford the five different fixed-sum loan agreements it provided her. What happened Miss C was given five fixed-sum loans between December 2020 and October 2021... (3 pages)View decision -
Decision Reference DRN-5773033
23 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5773033 The complaint Mr F complains that Monzo Bank Ltd closed his account without providing a proper explanation. What happened Mr F had a current account with Monzo, which he used to pay for everyday expenses. In late 2024, Mr F contacted Monzo and raised a dispute regarding no... (3 pages)View decision -
Decision Reference DRN-5874479
23 Oct 2025 Marks & Spencer Financial Services plc Not upheldBanking and PaymentsDRN-5874479 The complaint Mr S complains about the administration of his Marks & Spencer Financial Services Plc credit card. What happened In August 2025, Mr S contacted M&S about a transaction on his credit card which he wanted to dispute; he was unhappy with the length of tim... (2 pages)View decision -
Decision Reference DRN-5524806
23 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5524806 The complaint Mr U complains that Lloyds Bank PLC (‘Lloyds’) won’t refund the money he lost to a ‘recovery’ scam. What happened The background is known to both parties, so I won’t repeat all the details. In summary, Mr U made payments for ‘investment’ to what he says was a s... (3 pages)View decision -
Decision Reference DRN-5865528
23 Oct 2025 Wirex Limited Not upheldBanking and PaymentsDRN-5865528 The complaint Mr A complains that Wirex Limited won’t reimburse him funds he lost after he says they were sent to an account he did not recognise. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. Betwe... (3 pages)View decision
