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 4096 results
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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-4963710
17 Mar 2025 Mercedes-Benz Financial Services UK Limited UpheldConsumer CreditDRN-4963710 The complaint Mr A complains about a car Mercedes-Benz Financial Services UK Limited (“MBFS”) supplied to him under a hire purchase agreement (“HPA”) wasn’t of satisfactory quality. What happened In July 2022 MBFS supplied a car to Mr A under an HPA, it was about two years o... (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-5270295
11 Jul 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5270295 The complaint Mr L complains about the way in which The Co-operative Bank Plc handled a chargeback claim in respect of payments made to an online bookmaker. What happened Mr L had an account with an online bookmaker, which I’ll call “B”. In March and April 2024 he made nine ... (3 pages)View decision -
Decision Reference DRN0947629
22 Jan 2019 Sussex Independent Financial Advisers Limited UpheldInvestment and pensionsMr L has complained about the advice he was given by Sussex Independent Financial Advisers Limited (“Sussex”) to transfer his existing pension into a new plan, in order to invest in Harlequin Property (“Harlequin”).backgroundIn 2009, Mr L transferred his existing per... (7 pages)View decision -
Decision Reference DRN8912217
1 Dec 2016 Barclays Bank Plc UpheldInvestment and pensionsMrs S (who is represented by her daughter Miss A) is unhappy with investment advice that she was given by Barclays Bank Plc. She says the fund it recommended wasn’t suitable for her. backgroundMrs S got in touch with Barclays in 2006 and asked for advice on invest... (4 pages)View decision -
Decision Reference DRN4469023
2 Dec 2014 IG Markets Limited Not upheldInvestment and pensionsMr T is complaining about IG Markets Limited (“IG Markets”) having closed positions on his account too quickly and without any prior notification. Mr T feels that IG Markets’ Customer Agreement implies fair warning will be given to customers prior to positions being closed. background... (3 pages)View decision -
Decision Reference DRN2465889
12 Jun 2019 Santander Consumer (UK) Plc UpheldBanking and creditMrs S complains a car supplied to her by Santander Consumer (UK) Plc through a conditional sale agreement wasn’t of satisfactory quality. backgroundOn 2 June 2018 Santander supplied Mrs S with a car through a conditional sale agreement. It was four years old, had tra... (6 pages)View decision -
Decision Reference DRN-3398361
3 Oct 2022 Aviva Life & Pensions UK Limited Not upheldInvestmentsDRN-3398361 The complaint Mr H complains that Aviva Life & Pensions UK Limited (‘Aviva’) gave him unsuitable investment advice. This complaint is brought on behalf of Mr H by a claims management company but to keep things simpler, I’ll refer to Mr H as the complainant. What happened Mr... (4 pages)View decision -
Decision Reference DRN-4788338
9 Jul 2024 Revolut Ltd Not upheldBanking and PaymentsDRN-4788338 The complaint Miss L complains about the actions of Revolut Ltd when she lost money to a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide a brief overview of some of the key events here. In December 2023 Miss L r... (3 pages)View decision