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
-
Decision Reference DRN-5217276
17 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5217276 The complaint Mr T complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost after he fell victim to a scam. He’s asked Monzo to reimburse his loss, along with interest and £250 compensation. What happened Both parties are aware of the circumstances of the compl... (4 pages)View decision -
Decision Reference DRN-5480873
8 Jul 2025 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5480873 The complaint Ms M held the following assets with St. James’s Place Wealth Management Plc (‘SJP’) – a Stocks and Shares Individual Savings Account (‘ISA’), a Unit Trust Feeder (‘UTF’) holding that fed the ISA, a Retirement Account (‘RA’) and International Investment Bonds (‘... (9 pages)View decision -
Decision Reference DRN9806034
16 Dec 2020 S4 Financial Ltd Not upheldInvestment and pensionsMr O has complained about advice he received from S4 Financial Ltd to invest in the Invicta Film Partnership No 22 (2004/5) in March 2005. In particular, Mr O has said that the individual investment wasn’t suited to his balanced risk profile, and that, in recommending the investment, S4 al... (45 pages)View decision -
Decision Reference DRN-5074848
11 Dec 2024 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5074848 The complaint Mr M has complained that Monzo Bank Ltd won’t refund transactions he says he didn’t make or otherwise authorise. Mr M is also unhappy Monzo closed his account and the service he received. What happened Mr M held a current account and a business account with M... (5 pages)View decision -
Decision Reference DRN-5350117
2 May 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5350117 The complaint Mrs J complains that Revolut Ltd won’t refund the money she lost when she was the victim of a scam. What happened In late 2023, Mrs J was looking for help after falling victim to a loan scam. She came across an advert for a recovery company who claimed to be a... (4 pages)View decision -
Decision Reference DRN-1516568
28 May 2020 Close Brothers Limited UpheldConsumer CreditDRN-1516568The complaintMr B complains that a car he has been financing through an agreement with Close Brothers Limited ("Close Brothers") has not been of satisfactory quality. What happenedMr B took receipt of a used car in November 2018. He financed the deal through a conditio... (3 pages)View decision -
Decision Reference DRN-1323501
17 Jan 2020 Hyundai Capital UK Limited UpheldConsumer CreditDRN-1323501 The complaintMr W complains that a new car he acquired under a conditional sale agreement from Hyundai Capital UK Limited (“HCUK”) wasn’t of satisfactory quality, contrary to the Consumer Rights Act 2015 (“CRA”). What happenedMr W entered into a conditional sale agreement with ... (5 pages)View decision -
Decision Reference DRN-5033053
20 Sep 2024 CA AUTO FINANCE UK LTD UpheldConsumer CreditDRN-5033053 The complaint Miss B complains about a vehicle supplied to her under a hire-purchase agreement with CA Auto Finance UK Ltd. Background I recently issued my provisional conclusions setting out the events leading up to this complaint, and how I thought it should be resolved. I... (4 pages)View decision -
Decision Reference DRN-5380589
1 Dec 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5380589 The complaint Miss D complains that The Royal Bank of Scotland Plc (RBS) has declined to refund disputed transactions that were made from her account. What happened Between 3 July and 13 August 2024, five disputed transactions totalling £13,700 debited Miss D’s account. Thre... (3 pages)View decision -
Decision Reference DRN-5568408
18 Jun 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5568408 The complaint Mr S complains that the vehicle he acquired through BMW Financial Services(GB) Limited, t/a ALPHERA Financial Services (“BMW”) wasn’t of satisfactory quality. He says the vehicle is not fit for purpose and he wants to reject the car and have the credit agreemen... (6 pages)View decision
