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-5164699
23 Jul 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5164699 The complaint Mr T complains about the actions of Revolut Ltd when he lost money to a scam. Mr T is being represented by a claims management company but for ease of reading I’ll only refer to Mr T. What happened The detailed background to this complaint is well known to bo... (3 pages)View decision -
Decision Reference DRN-5021192
23 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5021192 The complaint Mr T complains about the actions of Barclays Bank UK PLC when he lost money to a scam. Mr T is being represented by a claims management company but for ease of reading I’ll only refer to Mr T. What happened The detailed background to this complaint is well kn... (3 pages)View decision -
Decision Reference DRN-5427730
23 Jul 2025 Sky UK Limited Not upheldConsumer CreditDRN-5427730 The complaint Mr W has complained that Sky UK Limited (“Sky”) acted irresponsibly when it provided him with four individual mobile devices, with four separate fixed sum loan agreements, all taken out in July 2024. What happened Mr W applied for four separate contracts for f... (3 pages)View decision -
Decision Reference DRN-5631360
23 Jul 2025 Bank of Scotland Plc Not upheldMortgagesDRN-5631360 The complaint Mr and Mrs J are unhappy with the lack of support provided to them by Bank of Scotland plc trading as Halifax, leading up to and following the end of their mortgage term. What happened Following advice from a third-party broker, Mr and Mrs J took out an interes... (4 pages)View decision -
Decision Reference DRN-5697805
23 Jul 2025 Lloyds Bank PLC Not upheldMortgagesDRN-5697805 The complaint Mrs W complains that Lloyds Bank PLC have been unable to locate a life protection policy which was attached to the mortgage that she has with her late husband. She believes that the policy was for £50,000 which would pay the mortgage balance off in full. Mrs W ... (4 pages)View decision -
Decision Reference DRN-5206915
23 Jul 2025 CA AUTO FINANCE UK LTD Not upheldConsumer CreditDRN-5206915 The complaint Miss J is unhappy that a car supplied to her under a Personal Contract Purchase (PCP) agreement with CA Auto Finance UK Ltd (CA) was of an unsatisfactory quality. When I refer to what Miss J or CA have said or done, it should also be taken to include things sa... (3 pages)View decision -
Decision Reference DRN-5655725
23 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5655725 The complaint Mr D complained because Barclays Bank UK PLC refused to refund him for transactions he said he didn’t make. What happened Mr D opened a Barclays account on 30 October 2024. From 25 November onwards, there was a series of gambling transactions. On 28 November, ... (5 pages)View decision -
Decision Reference DRN-5505959
23 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5505959 The complaint Mr G complains that Monzo Bank Ltd will not refund money he lost to a scam. What happened Mr G said he made the following payments as a result of a safe account scam. Payment Date Time Type of transaction Amount 1 13 September 2023 17:00 Card payment £3,900 2 1... (4 pages)View decision -
Decision Reference DRN-5709527
23 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5709527 The complaint M, a company, has complained that Revolut Ltd didn’t do enough to prevent them losing money to an email invoice intercept scam. They’d like the funds returned to them. What happened In May 2022 M entered into an agreement with a supplier, who I will refer to a... (6 pages)View decision -
Decision Reference DRN-5663186
23 Jul 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5663186 The complaint Miss B complains about how Monzo Bank Ltd handled her request for help in getting a refund for a transaction made on her debit card, and that it later decided to close her current account. What happened In January 2025, Miss B bought an item from a company I’l... (3 pages)View decision
