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 4037 results
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Decision Reference DRN-3519259
7 Jun 2022 Marks & Spencer Financial Services plc UpheldBanking and PaymentsDRN-3519259 The complaint Ms O is unhappy Marks & Spencer Financial Services plc (M&S) hasn’t reimbursed the funds she lost to two investment scams. What happened Ms O was contacted by two different investment firms. Ms O says she wasn’t looking to gamble any money, but was advised... (4 pages)View decision -
Decision Reference DRN-4292948
27 Sep 2023 U K Insurance Limited Not upheldInsuranceDRN-4292948 The complaint Mr and Mrs O’s complaint is about three claims they made on their U K Insurance Limited (‘UKI’) travel insurance policy between 2020 and 2022. UKI paid the first two claims but declined the third. Following an investigation into that claim UKI determined that Mr a... (4 pages)View decision -
Decision Reference DRN-4036551
21 Mar 2023 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-4036551 The complaint Mrs K complains that Lloyds Bank PLC hasn’t refunded her after she paid money as a deposit for a car that turned out to have been a scam. Mrs K’s husband had most of the dealings with the seller, and so I will refer to both Mrs K and her husband in what follows. H... (5 pages)View decision -
Decision Reference DRN-5600498
11 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5600498 The complaint Mr A has complained about Monzo Bank Ltd registering a fraud marker against him. What happened Both sides are most familiar with the case, so I’ll summarise things more briefly. Mr A opened an account with Monzo after moving to the UK. He received a series of f... (4 pages)View decision -
Decision Reference DRN6097089
15 Dec 2017 National Westminster Bank Plc Not upheldBanking and creditMiss S complains that National Westminster Bank Plc will not refund withdrawals she says she did not make from her account and then it closed the account.backgroundMiss S disputes withdrawals made in branch and using a cash machine which totalled £4,700. She says she ... (3 pages)View decision -
Decision Reference DRN-2455712
4 Mar 2021 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-2455712 The complaint Mr D complains about the quality of a car he acquired through a hire purchase agreement financed by BMW Financial Services (GB) Limited. What happened In March 2017 Mr D acquired a new car through a hire purchase agreement. The car was in an accident in early 2018... (3 pages)View decision -
Decision Reference DRN1082061
15 Mar 2021 Falcon International Financial Services Ltd UpheldInvestment and pensionsComplaint In his complaint form, Mr H told us he’s complaining about Falcon International Financial Services Ltd (FIFS) because he was wrongly advised to make an unregulated, land-based investment. This was funded by switching his pension benefits to a self-invested personal pension (SIPP)... (30 pages)View decision -
Decision Reference DRN-3257542
21 Jan 2022 NewDay Ltd Not upheldBanking and PaymentsDRN-3257542 The complaint Mr T complains that NewDay Ltd failed to refund transactions he didn’t recognise on his credit card account. What happened Mr T noticed two transactions totalling £7,800 he didn’t recognise on his credit card statement. Mr T said he approached the merchant, an onl... (5 pages)View decision -
Decision Reference DRN-4426078
8 Jan 2024 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4426078 The complaint Mr G complains about a car he acquired under a hire purchase agreement he had with Creation Consumer Finance Ltd (“Creation”). What happened In June 2022 Mr G entered into a regulated hire purchase agreement with Creation in relation to a used car. The car’s milea... (3 pages)View decision -
Decision Reference DRN4215914
22 Oct 2018 Close Brothers Limited UpheldBanking and creditMr R, represented by Mrs C, complains that the car he acquired through a conditional sale agreement with Close Brothers Limited (trading as Close Brothers Motor Finance (CBMF)) was not of satisfactory quality or fit for purpose.backgroundMr R entered into a conditional ... (3 pages)View decision
