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-4459754
4 Mar 2024 Secure Trust Bank Plc Not upheldConsumer CreditDRN-4459754 The complaint Mr A is unhappy with the way in which Secure Trust Bank Plc trading as V12 Retail Finance responded to a breach of contract claim he made under section 75 of the Consumer Credit Act 1974 (“CCA”). What happened In November 2022 Mr A bought a watch from W, a third p... (3 pages)View decision -
Decision Reference DRN-5135731
27 Jun 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5135731 The complaint Mr C is unhappy that Revolut Ltd won’t reimburse money he lost to a scam. What happened Mr C fell victim to a cryptocurrency investment scam after responding to an advert he found online. He was instructed to open a Revolut account on 6 April 2023 and made the ... (5 pages)View decision -
Decision Reference DRN-4675131
22 Apr 2024 National Savings and Investments Not upheldBanking and PaymentsDRN-4675131 The complaint Mrs G, the representative of the estate of the late Mr O, complains that National Savings and Investments (NS&I) has not identified an account in the late Mr O’s name and won’t refund the £50 investment and the accrued interest. What happened Mrs G said that t... (3 pages)View decision -
Decision Reference DRN-4950204
14 Nov 2024 Starling Bank Limited Not upheldBanking and PaymentsDRN-4950204 The complaint Mr J is unhappy that Starling Bank Limited (“Starling”) haven’t reimbursed him after a number of transactions he’s said were unauthorised were carried out using his debit card. What happened Mr J says someone stole his debit card and spent over £13,400 on 16 a... (6 pages)View decision -
Decision Reference DRN5358881
15 Jan 2015 Bank of Scotland Plc Not upheldBanking and creditThis complaint is about a mortgage Mr V took out with Bank of Scotland plc trading as Birmingham Midshires (BM) in 2005. Mr V (who is represented by a third party I shall refer to as “W”) considers the mortgage was mis-sold, because BM failed to treat it as a commercial mortgage. backg... (2 pages)View decision -
Decision Reference DRN8151480
28 Mar 2014 Barclays Bank Plc Not upheldInvestment and pensionsMrs F’s complaint, in summary, is that she was recommended the Morley Global BalancedIncome Fund (“the fund”) by Barclays Bank Plc (“Barclays”) which was unsuitable for her.backgroundIn September 2011 Barclays informed Mrs F that it had reviewed the advice she had been given in 2007 t... (6 pages)View decision -
Decision Reference DRN-4030292
17 Mar 2023 Mi Vehicle Finance Limited Not upheldConsumer CreditDRN-4030292 The complaint Mr K is unhappy with how MI Vehicle Finance Limited (MI) have handled a hire purchase agreement and a personal contract purchase (PCP) agreement that he took out with them. What happened Mr K says he took out the following two finance agreements to use the cars fo... (6 pages)View decision -
Decision Reference DRN-4942900
12 Feb 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4942900 The complaint Miss A complains that Monzo Bank Ltd (“Monzo”) won’t refund the money she lost as a result of an employment scam. She’s being represented by a firm of solicitors. To keep things simple, I’ll refer to Miss A throughout this decision. What happened The backgroun... (8 pages)View decision -
Decision Reference DRN-1979518
3 Jul 2020 HSBC UK Bank Plc Not upheldBanking and PaymentsThe complaint Mr T complains that HSBC UK Bank Plc (“HSBC”) acted negligently in allowing his ex- partner to withdraw funds from a joint account. What happened Mr T told us he’d been the sole account holder on a bank account with HSBC for many years. He added his partner to it, making it a... (5 pages)View decision -
Decision Reference DRN-4941399
5 Aug 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4941399 The complaint Miss H complains that a used car supplied by Creation Consumer Finance Limited under a hire purchase agreement (HPA) is of unsatisfactory quality. What happened Miss H acquired the car under a HPA that she signed on 9 December 2022. The car was delivered to her... (5 pages)View decision
