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 3981 results
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Decision Reference DRN-4916107
24 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-4916107 The complaint Mr H is unhappy that Barclays Bank UK PLC won’t reimburse him money he says he lost from fraud. What happened As the circumstances of this complaint are well-known to both parties, I have summarised them briefly below. In or around February 2024, Mr H was looki... (3 pages)View decision -
Decision Reference DRN-5211955
7 Jan 2025 Black Horse Limited Not upheldConsumer CreditDRN-5211955 The complaint Mr B complains that Black Horse Limited was irresponsible in its lending to him. He wants all interest and fees he paid under his agreement to be refunded along with statutory interest and compensation for the stress and inconvenience he has been caused. Mr B i... (3 pages)View decision -
Decision Reference DRN-3786215
31 Mar 2023 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-3786215 The complaint Mr B complains that Monzo Bank Ltd (‘Monzo’) declined to refund him two payments totalling approximately £3,000 that he lost as the result of a scam. What happened The circumstances of the complaint are well known to both parties, so I will not go into every detai... (4 pages)View decision -
Decision Reference DRN-4117357
3 Aug 2023 Starling Bank Limited Not upheldBanking and PaymentsDRN-4117357 Complaint H, a limited company, complains that Starling Bank Limited hasn’t reimbursed its losses after it fell victim to what it describes as fraud. H is represented by its director, Ms F. For simplicity’s sake, I’ve generally referred to Ms F in the text of this decision. Bac... (4 pages)View decision -
Decision Reference DRN-5820764
13 Nov 2025 Clydesdale Bank Plc UpheldBanking and PaymentsDRN-5820764 The complaint Miss N complains that Clydesdale Bank Plc, trading as Virgin Money, blocked access to all her accounts following the opening of a new account. Upon providing the necessary information to Virgin, the blocks remained in place for an unnecessary period. What happ... (3 pages)View decision -
Decision Reference DRN5779724
6 Jun 2013 Lloyds TSB Bank Plc Not upheldBanking and creditsummary of complaintMs C complains about Lloyds TSB Bank Plc’s handling of the administration of her late mother’s affairs, specifically in relation to a Lasting Power of Attorney (LPA) which they wrongly refused to accept. Ms C is dissatisfied with the £1,000 she has been offered by Ll... (2 pages)View decision -
Decision Reference DRN1189474
23 Mar 2020 Quilter Financial Planning Solutions Limited Not upheldInvestment and pensionsMrs W complains about the actions of a Mr S. She says she believed she was entering a peer-to-peer lending scheme through him but most of the money she paid hasn’t been returned. She says Quilter Financial Planning Solutions Limited is responsible for her loss because Mr S was acting on it... (15 pages)View decision -
Decision Reference DRN-4804886
3 Jun 2024 Advanced Payment Solutions Limited UpheldBanking and PaymentsDRN-4804886 The complaint Ms B complains Advanced Payment Solutions Limited, trading as Cashplus (“Cashplus”) blocked and closed her account - and that it withheld her funds. Ms B says Cashplus’ actions have caused her substantive distress and inconvenience. What happened The details of th... (3 pages)View decision -
Decision Reference DRN-5164224
22 Nov 2024 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5164224 The complaint Mr L complains that BMW Financial Services (GB) Limited (BMWFS) didn’t provide an invoice to demonstrate that a car he was financing through an agreement with them, had a zero VAT rating. He says that BMWFS discriminated against him under the Equality Act (2010... (4 pages)View decision -
Decision Reference DRN-4619189
10 Jun 2024 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4619189 The complaint Mrs F complains that Monzo Bank Ltd did not refund the transactions she lost to a scam. What happened Mrs F had recently applied for jobs when she was contacted on a private messaging app by a recruiter. They said she could earn £1,600 per week in a flexible and f... (3 pages)View decision
