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-3300784
12 Jan 2023 Lloyds Bank PLC Not upheldInvestmentsDRN-3300784 The complaint Mrs D has complained about the advice she received from Lloyds Bank PLC (‘Lloyds’) to invest into two Guaranteed Investment Bonds (‘GIBS’). Mrs D is represented by a third party but for ease of reference I shall refer to ‘Mrs D’ in my decision. What happened In Ju... (5 pages)View decision -
Decision Reference DRN3285953
8 Jul 2019 Secure Trust Bank Plc UpheldBanking and creditMr E is unhappy with a used car he acquired through a hire purchase agreement withSecure Trust Bank Plc trading as Moneyway, as he doesn’t think it was of satisfactory quality.Miss E, Mr E’s partner, has made most of the submissions here and to the businesses involved. It also seems she is... (11 pages)View decision -
Decision Reference DRN-4153101
23 Aug 2023 Metro Bank PLC Not upheldConsumer CreditDRN-4153101 The complaint Mr M complains that Metro Bank PLC (trading as RateSetter) is holding him liable for a loan he says he did not consent to. Mr M has a representative in this matter. What happened The circumstances of this complaint are well known to both parties, so I will not rep... (3 pages)View decision -
Decision Reference DRN-3686512
8 Sep 2022 PayPal (Europe) Sarl et Cie SCA UpheldBanking and PaymentsDRN-3686512 The complaint Mr B complains that PayPal (Europe) Sarl et Cie SCA (“PayPal”) have insisted he provide government issued photo identification before they will release funds they hold and allow him to close his account with them. What happened In or around August 2020, Mr B attem... (4 pages)View decision -
Decision Reference DRN-5294125
31 Mar 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5294125 The complaint Mr D complains that Revolut Ltd didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to b... (6 pages)View decision -
Decision Reference DRN-4046018
22 Sep 2023 Lloyds Bank PLC UpheldBanking and PaymentsDRN-4046018 The complaint Mr H has complained that Lloyds Bank PLC (“Lloyds”) has refused to refund him money he lost as the result of a scam. What happened Mr H found an advertisement online for cryptocurrency investments. They claimed to be specialists in crypto trading and as this was o... (3 pages)View decision -
Decision Reference DRN-4436933
15 Dec 2023 Monzo Bank Ltd UpheldBanking and PaymentsDRN-4436933 The complaint Miss P complains that Monzo Bank Ltd (Monzo) won’t refund the money she lost as a result of a scam. Miss P has used a professional representative to bring this complaint to our service and they have made submissions on her behalf. For consistency, I’ll refer to Mi... (5 pages)View decision -
Decision Reference DRN-5681886
9 Jul 2025 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-5681886 The complaint Mr M has complained that J.P. Morgan Europe Limited (trading as Chase) registered a fraud marker against him. What happened Both sides are most familiar with the case, so I’ll summarise things in brief. In early 2023, Mr M opened an account with Chase. In sprin... (3 pages)View decision -
Decision Reference DRN3440365
1 Nov 2013 FirstRand Bank Limited UpheldBanking and creditMr M complains that FirstRand Bank Limited (trading as Motonovo Finance), supplied him with a faulty car under a hire purchase agreement.backgroundMr M entered into the hire purchase agreement in May 2012, but says he began experiencing problems with the car within days of taking possessio... (3 pages)View decision -
Decision Reference DRN-4354806
20 Sep 2023 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-4354806 The complaint Mr C complains about a debt owed under a hire purchase agreement, which Mercedes-Benz Financial Services UK Limited are holding him responsible for. What happened In November 2017, Mr C took out a hire purchase agreement with Mercedes to get a brand new car, which... (6 pages)View decision
