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 4028 results
-
Decision Reference DRN-5236132
27 Jan 2025 Moneybarn No. 1 Limited UpheldConsumer CreditDRN-5236132 The complaint Mr M complains that the conditional sale agreement he entered into with Moneybarn No. 1 Limited trading as Moneybarn was unaffordable. He wants 50% of the remaining repayments to be waived for the distress he has been caused. What happened Mr M entered into a c... (4 pages)View decision -
Decision Reference DRN-5764052
27 Aug 2025 FIRST RESPONSE FINANCE LIMITED UpheldConsumer CreditDRN-5764052 The complaint Mrs L, who is represented by a third party, complains that First Response Finance Ltd (‘First Response’), irresponsibly granted her a hire purchase agreement she couldn’t afford to repay. What happened In June 2020 Mrs L acquired a used car financed by a hire ... (3 pages)View decision -
Decision Reference DRN4362711
31 Jan 2014 National Westminster Bank Plc Not upheldBanking and creditMr S complains that he has suffered: around a £10,000 exchange rate loss; and an interest rate loss because of the way National Westminster Bank Plc (NatWest) carried out his instructions to close his deposit account and transfer the balance to his daughter’s account in Australia. ... (6 pages)View decision -
Decision Reference DRN-3174532
17 Jul 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-3174532 The complaint G, a limited company, complains that Lloyds Bank PLC – as the receiving bank – failed to take effective steps to prevent its loss when G sent money to Lloyds’ customers’ accounts as the result of a scam. G is represented in this complaint by Mr P, the company’s di... (21 pages)View decision -
Decision Reference DRN-5583476
9 Jun 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5583476 The complaint Mr and Mrs M’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and ... (15 pages)View decision -
Decision Reference DRN-5608773
18 Jun 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5608773 The complaint Mr G is unhappy Monzo Bank Ltd will not refund the money he lost as the result of a scam. What happened As both parties are aware of the details of the scam I will not repeat them in full here. In summary, Mr G fell victim to a job/task scam. He was contacted v... (4 pages)View decision -
Decision Reference DRN-3756713
23 Nov 2023 Westerby Trustee Services Limited UpheldPensions and AnnuitiesDRN-3756713 The complaint Mrs G has a Self-Invested Personal Pension (‘SIPP’) with Westerby Trustee Services Limited (‘Westerby’). Mrs G transferred monies from three existing pension arrangements into the SIPP and the transferred monies were then invested in holdings that haven’t performe... (44 pages)View decision -
Decision Reference DRN1677410
18 Nov 2016 Kingswood Financial Advisors UpheldInvestment and pensionsMrs W has complained about advice from Kingswood Financial Advisors in 2010 to transfer her pension to a Self-Invested Personal Pension (“SIPP”). She says the adviser was negligent as he didn’t think about whether the planned Harlequin investment was suitable.backgroundI... (7 pages)View decision -
Decision Reference DRN-5209296
28 Jul 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5209296 The complaint Mr I complains that Bank of Scotland Plc trading as Halifax 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 ... (4 pages)View decision -
Decision Reference DRN-4447131
24 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-4447131 The complaint Mrs T complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. Mrs T is being represented by a third party. To keep things simple, I will refer to Mrs T throughout my decision. What happened The background of t... (10 pages)View decision
