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-4709536
27 Mar 2024 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4709536 The complaint Mrs S complains about HSBC UK Bank Plc’s response to her attempts to recover money she’d paid using her debit card for a holiday that didn’t go ahead due to the insolvency of her holiday provider. Background to this decision I recently issued a provisional decisio... (4 pages)View decision -
Decision Reference DRN-1825604
18 Jun 2020 MotoNovo Finance Limited UpheldConsumer CreditDRN-1825604 The complaintMr Y complains that a car he has been financing through an agreement with FirstRand Bank Limited, trading as MotoNovo Finance ("MotoNovo"), has not been of satisfactory quality. What happenedMr Y took receipt of a used car on 21 November 2018. He financed... (3 pages)View decision -
Decision Reference DRN-4298773
6 Dec 2023 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-4298773 The complaint Mr C complains that he was unable to get a credit balance refund from an account held with American Express Services Europe Limited. What happened In April 2023 Mr C sent an overpayment to his AESEL account. He contacted AESEL and requested a credit balance refund... (2 pages)View decision -
Decision Reference DRN3821756
9 Apr 2014 RLUM (CIS) Limited UpheldInvestment and pensionsMrs A is complaining about advice she received from RLUM (CIS) Limited in February 2010 to invest £5,100 in a unit trust ISA. A third party representative raised a complaint on behalf of Mrs A about the suitability of the investment. background Following a meeting with a CIS representati... (4 pages)View decision -
Decision Reference DRN6606546
9 Nov 2016 Barclays Bank Plc UpheldBanking and creditMr B transferred £1,900, an intended deposit for a property, on 29 July 2016 from his account with another bank, to an account held with Barclays bank Plc.The payment was due to be made to a genuine supplier but Mr B was the victim of a scam and a fraudster told Mr B ... (3 pages)View decision -
Decision Reference DRN-4423045
27 Oct 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4423045 The complaint Ms R complains that Monzo Bank Ltd (Monzo) wouldn’t refund money she lost in an investment scam. What happened What Ms R says: In 2021, Ms R was looking for ways to improve her financial security and, in the longer term, to be able to leave money to her grown up c... (9 pages)View decision -
Decision Reference DRN4487270
5 Aug 2020 Barclays Bank UK PLC Not upheldBanking and creditG, a private limited company, complains that Barclays Bank UK plc failed to protect them from falling victim to a scam which resulted in the theft of two payments totalling about £15,000. Barclays denies liability on the basis that G authorised both payments, which did not appear unusual o... (2 pages)View decision -
Decision Reference DRN-3725725
7 Oct 2022 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-3725725 The complaint B, a sole trader business, complains that Barclays Bank UK PLC closed its bank account in error. What happened Barclays accepts that it made an error in closing the account. It had asked B for information in a know your customer exercise in 2021 and not logged tha... (3 pages)View decision -
Decision Reference DRN-5864190
10 Oct 2025 Mi Vehicle Finance Limited UpheldConsumer CreditDRN-5864190 The complaint Mr L complains that a car supplied to him under a hire purchase agreement with MI Vehicle Finance Limited (MIVF) was of an unsatisfactory quality. What happened In June 2024, Mr L acquired a used car through a hire purchase agreement with MIVF. The car was firs... (7 pages)View decision -
Decision Reference DRN-5399190
24 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5399190 The complaint Mr S is unhappy that Revolut Ltd haven’t refunded money he lost as a result of a scam. Mr S is being represented by a claims management company but for ease of I’ll only refer to Mr S in the decision. What happened The detailed background to this complaint is... (11 pages)View decision
