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-4748081
2 May 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4748081 The complaint Mr R complains that Monzo Bank Ltd won’t reimburse him the money he transferred to a fraudster. What happened Mr R has explained that in August 2023, he was an international student and actively looking for work. Mr R received contact via an instant messaging app ... (5 pages)View decision -
Decision Reference DRN-4034080
28 Feb 2024 Skipton Building Society Not upheldInvestmentsDRN-4034080 The complaint Mrs F is complaining about Skipton Building Society’s (Skipton’s) request for fees relating to initial advice given in 2019. She is unhappy with the way this has been handled and communicated, as well as other service issues. What happened Mrs F opened investment ... (2 pages)View decision -
Decision Reference DRN-4033948
28 Feb 2024 Skipton Building Society Not upheldInvestmentsDRN-4033948 The complaint Mr F is complaining about Skipton Building Society’s (Skipton’s) request for fees relating to initial advice given in 2019. He is unhappy with the way this has been handled and communicated, as well as other service issues. What happened Mr F opened investment acc... (2 pages)View decision -
Decision Reference DRN-4033371
20 Jun 2023 Clydesdale Financial Services Limited UpheldConsumer CreditDRN-4033371 The complaint Mr G complains that Clydesdale Financial Services Limited trading as Barclays Partner Finance (“BPF”) has mishandled his claim under Section 75 of the Consumer Credit Act 1974 in respect of a conservatory and replacements windows and doors which were poorly instal... (8 pages)View decision -
Decision Reference DRN-2028844
16 Sep 2020 Indigo Michael Limited UpheldConsumer CreditDRN-2028844The complaintMr F has complained that Indigo Michael Limited (trading as Safety Net Credit (SNC)) gave him unaffordable loans. What happenedMr F approached SNC for a Safety Net facility in March 2017. This was a running creditaccount where a consumer could either request funds u... (4 pages)View decision -
Decision Reference DRN-5743267
17 Nov 2025 Marsh Finance & Commercial Limited UpheldConsumer CreditDRN-5743267 The complaint Mr W complains that a car acquired under a hire purchase agreement through Marsh Finance & Commercial Limited (“Marsh”) wasn’t of satisfactory quality when it was supplied to him. What happened Both parties are familiar with the background of this complain... (4 pages)View decision -
Decision Reference DRN-4121003
24 May 2023 Squareup Europe Ltd Not upheldBanking and PaymentsDRN-4121003 The complaint Miss S complains that Squareup Europe Ltd (“Squareup”) won’t refund money she lost, after she fell victim to an Authorised Push Payment (APP) scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it all here. But bri... (3 pages)View decision -
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-5705953
21 Jul 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5705953 The complaint Mrs S is unhappy that Tesco Personal Finance PLC, trading as Tesco Bank, aren’t allowing her to close her saving bond early. What happened Mrs S has a Fixed Rate Saver (“FRS”) with Tesco, the terms of which include that no withdrawal or account closure is perm... (5 pages)View decision -
Decision Reference DRN8474231
9 Apr 2020 Aviva Life & Pensions UK Limited UpheldInvestment and pensionsMs P’s complaint is, in summary, that Aviva Life & Pensions UK Limited did not provide the relevant information about whether she was entitled to more than 25% tax-free cash, or had other guarantees, in the three policies she had with Aviva. This has caused her to delay her retirement ... (11 pages)View decision