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 4014 results
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Decision Reference DRN-5748574
8 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5748574 The complaint Miss S is a sole trader. She complains that Monzo Bank Ltd (Monzo) acted irresponsibly when they granted her a business loan. In particular, she says Monzo failed to carry out proper checks which would have demonstrated that the loan was unaffordable. What hap... (4 pages)View decision -
Decision Reference DRN3981106
22 Jan 2021 National Westminster Bank Plc Not upheldBanking and creditMr L complains National Westminster Bank Plc (NatWest) won’t refund him for transactions he says he didn’t make or allow anyone else to make. background Mr L is being represented by a solicitor, but for clarity I’ll refer to Mr L when referencing information or points made on his behalf as... (8 pages)View decision -
Decision Reference DRN4839985
23 Mar 2015 S + S Finance Limited UpheldBanking and creditMr T, who is represented by his wife, complains S + S Finance Limited took back his vehicle without warning and has been threatening and abusive.backgroundMr T and his wife have agreed to buy two cars on hire purchase from S + S Finance. They have also rented a ... (2 pages)View decision -
Decision Reference DRN-4443334
4 Dec 2024 Revolut Ltd UpheldBanking and PaymentsDRN-4443334 The complaint Mr M is unhappy Revolut Ltd (“Revolut”) won’t reimburse him for the money he lost when he fell victim to a scam. What happened The details and facts of this case are well-known to both parties, so I don’t need to repeat them at length here. In short, Mr M say... (10 pages)View decision -
Decision Reference DRN-5637893
24 Jun 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5637893 The complaint Mr C and Ms F’s complaint is, in essence, that First Holiday Finance Ltd (‘the Lender’) acted unfairly and unreasonably by (1) declining to meet their claim of misrepresentation under Section 75 of the Consumer Credit Act 1974 (“CCA”) and (2) being party to an ... (12 pages)View decision -
Decision Reference DRN-4862992
9 Aug 2024 AFWM Limited Not upheldInvestmentsDRN-4862992 The complaint Mr and Mrs C have complained about the investment advice they were given by AFWM Limited (‘AFWM’). They questioned whether the advice to invest for the longer term was right for them particularly taking account of their age. Mr and Mrs C have suffered an invest... (6 pages)View decision -
Decision Reference DRN-3648412
10 Mar 2023 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-3648412 The complaint Miss S complains that Bank of Scotland plc, trading as Halifax, won’t refund money she lost to an investment scam. Miss S is being represented by solicitors in her complaint. What happened The detailed background to this complaint is well known to both parties, so... (4 pages)View decision -
Decision Reference DRN2104975
1 Mar 2019 WSW Financial Services Ltd UpheldInvestment and pensionsMrs S has complained about the advice she received to transfer her final salary pension to a self-invested personal pension (SIPP). That advice was given by Easy Financial Planning (UK) LLP. Easy Financial Planning was an appointed representative of WSW Financial Servic... (14 pages)View decision -
Decision Reference DRN4420206
10 Sep 2019 Moneybarn No. 1 Limited UpheldBanking and creditMr B complains that Moneybarn No.1 Limited says he’s liable to pay over £14,000 after he ended a finance agreement and returned the car supplied under it. backgroundThe background to this complaint and my provisional findings are set out in my provisional decision dated 5 August 2019. A c... (7 pages)View decision -
Decision Reference DRN-4890162
4 Jul 2024 TSB Bank plc UpheldBanking and PaymentsDRN-4890162 The complaint Mr C complains that TSB Bank plc could not resolve a technical error which prevented payments, and they provided him with poor customer service. What happened Mr C says there were a number of issues which he’s had with TSB. He had tried to make deposits with other... (3 pages)View decision
