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-5493639
12 May 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5493639 The complaint Mrs T’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 her under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) deci... (17 pages)View decision -
Decision Reference DRN9199128
24 Dec 2019 Santander UK Plc Not upheldBanking and creditMr A complains Santander UK Plc are holding him liable for transactions he didn’t authorise. He also says Santander allowed direct debits to go through when there weren’t enough funds in his account, and he incurred charges. And he’s unhappy he was charged overdraft fees even though he did... (5 pages)View decision -
Decision Reference DRN-5128592
6 Nov 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-5128592 The complaint Mr F is unhappy that Revolut Ltd won’t reimburse money he lost to a scam. What happened On 24 October 2024, I issued my provisional decision on this complaint. I wanted to give both parties a chance to provide any more evidence and arguments before I issued my... (4 pages)View decision -
Decision Reference DRN-4845240
10 Jul 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4845240 The complaint Mrs R complains that Monzo Bank Ltd (‘Monzo’) hasn’t reimbursed the funds she lost when she fell victim to a scam. What happened Mrs R’s complaint has been brought to our service by a professional representative. As the account is in Mrs R’s name, I’ll refer to Mr... (4 pages)View decision -
Decision Reference DRN-5506195
12 May 2025 Shawbrook Bank Limited UpheldConsumer CreditDRN-5506195 The complaint Mr and Mrs B’s complaint is, in essence, that Shawbrook Bank Limited (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 (2)... (26 pages)View decision -
Decision Reference DRN-3361283
14 Mar 2022 Portal Financial Services LLP UpheldPensions and AnnuitiesDRN-3361283 The complaint Mrs E complains that Portal Financial Services LLP gave her unsuitable advice to transfer her pension, go into income drawdown and to invest in high-risk investments. What happened I said in my provisional decision dated 11 February 2022, that I was intending to u... (9 pages)View decision -
Decision Reference DRN6282765
25 Mar 2020 Quilter Financial Planning Solutions Limited UpheldInvestment and pensionsMr F complains about advice he says he was given by Mr D P of Picton–Jones Independent Financial Services (PJ) to switch his personal pension to a SIPP and then invest in an unregulated collective investment scheme (UCIS). This was the ‘Maroccana Fund’. Mr F says this advice was unsuitable... (38 pages)View decision -
Decision Reference DRN-4324074
9 Nov 2023 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4324074 The complaint Miss N complains that Bank of Scotland plc trading as Halifax hasn’t refunded her after she reported she’d been the victim of a scam. What happened In January 2022 Miss N wanted some building work carried out at her home. She used a website especially designed to ... (4 pages)View decision -
Decision Reference DRN-3649548
21 Nov 2022 Tesco Personal Finance PLC UpheldBanking and PaymentsDRN-3649548 The complaint Mr K complains that Tesco Personal Finance PLC, trading as Tesco Bank, won’t reimburse the funds he lost when he fell victim to an investment scam. What happened The detailed background to this complaint is well known to the parties, so I won’t repeat it again her... (4 pages)View decision -
Decision Reference DRN-5016458
17 Mar 2025 Santander UK Plc UpheldBanking and PaymentsDRN-5016458 The complaint Mr D is unhappy that Santander UK Plc won’t reimburse money he lost to a scam. The complaint is brought on Mr D’s behalf by a professional representative. What happened The background to this complaint is well known to both parties, so I won’t repeat everythi... (6 pages)View decision
