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 392389 results
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Decision Reference DRN-5429910
13 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5429910 The complaint Miss K complains that Monzo Bank Ltd won’t refund money she lost when she was a victim of an investment scam. Miss K is represented by a firm I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only ref... (5 pages)View decision -
Decision Reference DRN-5834419
13 Nov 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5834419 The complaint Mrs G’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974... (10 pages)View decision -
Decision Reference DRN-5942578
13 Nov 2025 Starling Bank Limited UpheldBanking and PaymentsDRN-5942578 The complaint D, a limited company, complains that Starling Bank Limited has not refunded money it lost through what it now believes was a scam. D is represented by ‘Q’, which brings the complaint on D’s behalf. What happened As all parties are familiar with the circumstanc... (6 pages)View decision -
Decision Reference DRN-5928037
13 Nov 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5928037 The complaint Mr F, on behalf of his limited company ‘R’, complains that Barclays Bank UK Plc won’t refund the money he says he lost to a scam. What happened Mr F was looking to buy a van for his business. He saw one advertised online which appeared to meet his needs, Mr F ... (4 pages)View decision -
Decision Reference DRN-5780678
13 Nov 2025 Liverpool Victoria Insurance Company Limited Not upheldInsuranceDRN-5780678 The complaint Mr R complains about the decline of his home (contents) insurance claim by Liverpool Victoria Insurance Company Limited (‘LV’). What happened The background to this complaint is well known to Mr R and LV. I won’t repeat in detail what’s already known to both pa... (3 pages)View decision -
Decision Reference DRN-5926119
13 Nov 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5926119 The complaint Mrs F complains about charges when she returned her car at the end of a hire purchase agreement provided by Mercedes-Benz Financial Services UK Limited (“MBFS”). What happened In March 2022, Mrs F acquired a used car using a hire purchase agreement with MBFS. ... (5 pages)View decision -
Decision Reference DRN-5949298
13 Nov 2025 Bank of Scotland Plc UpheldMortgagesDRN-5949298 The complaint The estate of Miss S has complained about a mortgage Miss S held with Bank of Scotland plc trading as Halifax. The complaint falls under two broad categories: • The estate is unhappy that Halifax continued to charge interest on the mortgage whilst it was obtain... (7 pages)View decision -
Decision Reference DRN-5947900
13 Nov 2025 Advantage Finance Ltd UpheldConsumer CreditDRN-5947900 The complaint Mr M is unhappy that Advantage Finance Ltd are reporting adverse information to the credit reference agencies in relation to a car they supplied to him under a hire purchase agreement. What happened In November 2018, Mr M was supplied with a used car through a... (4 pages)View decision -
Decision Reference DRN-5845896
13 Nov 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5845896 The complaint Mr W complains about HSBC UK Bank Plc’s decision to not uphold his dispute about an air conditioning system. What happened Mr W had two air conditioning units and a heat pump supplied and installed by a company (who I’ll refer to as ‘M’ throughout this decision... (6 pages)View decision -
Decision Reference DRN-5863816
13 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5863816 The complaint Mrs A complains that Lloyds Bank Plc won’t refund the money she says she lost to a scam. What happened Mrs A knew an individual I will call Mr R, who she was aware bought and sold cars at auction. Mr R had previously worked with Mrs A’s brother, Mr A. Mrs A wa... (3 pages)View decision