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 3981 results
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Decision Reference DRN-4672422
27 Mar 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4672422 The complaint Mr M complains that Barclays Bank UK PLC didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known... (4 pages)View decision -
Decision Reference DRN-5109218
25 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5109218 The complaint Mr B complains that Revolut Ltd (‘Revolut’) won’t reimburse the funds he lost when he fell victim to a scam. What happened Mr B says he found an investment company I’ll refer to as G online. G offered an opportunity that involved making money through cryptocurr... (10 pages)View decision -
Decision Reference DRN-4754908
26 Jul 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4754908 Complaint Mr C is unhappy that Monzo Bank Ltd didn’t reimburse him after he told it he’d fallen victim to a scam. Background In mid-2023, Mr C received a message from someone who claimed to work for a well-known recruitment agency. This person wanted to know if he was intere... (4 pages)View decision -
Decision Reference DRN-5254738
27 Jan 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5254738 The complaint Mr W complains that Moneybarn No. 1 Limited trading as Moneybarn was irresponsible in its lending to him. He wants all interest and charges paid under the agreement refunded along with interest. Mr W is represented by a third party but for ease of reference I h... (3 pages)View decision -
Decision Reference DRN-5515319
25 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5515319 The complaint P, a limited company, complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money they say was lost as the result of a scam. Mrs D, a director of P, brings the complaint on P’s behalf. What happened Mrs D found an investment opportunity online offered by a... (4 pages)View decision -
Decision Reference DRN-5022418
18 Oct 2024 PREPAID FINANCIAL SERVICES LIMITED Not upheldBanking and PaymentsDRN-5022418 The complaint Ms C complained because Prepaid Financial Services Ltd (PFSL) refused to refund her for transactions she said she didn’t make. What happened On 8 January 2024, Ms C emailed PFSL. She’d been on holiday abroad and had just returned. She told PFSL that her wallet... (4 pages)View decision -
Decision Reference DRN-2791832
22 Dec 2021 TSB Bank plc Not upheldBanking and PaymentsDRN-2791832 The complaint Miss M complains that TSB Bank plc (“TSB”) did not refund transactions she thought she was making to a trading website which she says turned out to be a scam. What happened The circumstances of this complaint are well known to both parties, so I will not repeat th... (4 pages)View decision -
Decision Reference DRN-5724003
8 Aug 2025 Black Horse Limited Not upheldConsumer CreditDRN-5724003 The complaint Ms B, who is represented by a third party, complains that Black Horse Limited (‘Black Horse’), trading as Land Rover Financial Services, irresponsibly granted her a hire purchase agreement she couldn’t afford to repay. What happened In February 2017 Ms B acqui... (3 pages)View decision -
Decision Reference DRN-5680601
7 Oct 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5680601 The complaint Ms G, who is represented by a third party, has complained that Mercedes-Benz Financial Services UK Limited (‘Mercedes-Benz”) irresponsibly granted her a hire purchase agreement she couldn’t afford to repay. What happened In April 2021 Ms G acquired a used car ... (2 pages)View decision -
Decision Reference DRN-5198548
30 Dec 2024 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5198548 The complaint Ms H complains that Mercedes-Benz Financial Services UK Limited trading as Mercedes- Benz Finance (MBF) was irresponsible in its lending to her. She says the hire purchase agreement MBF provided was unaffordable for her and she wants all interest and fees refun... (3 pages)View decision
