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 386170 results
-
Decision Reference DRN-5955784
17 Dec 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5955784 The complaint Mr M complains that Metro Bank PLC (as the recipient bank) didn’t do enough to prevent him from losing money to what he says was a scam. What happened The detailed background to this complaint is well known to both parties. So, I’ll only provide an overview of... (3 pages)View decision -
Decision Reference DRN-5973455
17 Dec 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5973455 The complaint Mr L complains about Monzo Bank Ltd’s poor service when he was asked for verification to access communication it sent to him. What happened Mr L has recently raised a number of complaints with Monzo, but to be clear the complaint I’m considering is in regard to... (3 pages)View decision -
Decision Reference DRN-5844016
17 Dec 2025 Amazon Payments UK Limited Not upheldBanking and PaymentsDRN-5844016 The complaint A company, which I’ll refer to as Y, complains that Amazon Payments UK Limited (“APUK”) has wrongly restricted access to funds in its seller account. What happened Y is a seller on Amazon. The company complains that substantial funds in its seller account have ... (3 pages)View decision -
Decision Reference DRN-5856295
17 Dec 2025 eToro Money UK Ltd Not upheldBanking and PaymentsDRN-5856295 The complaint Mrs B has complained that eToro Money UK Ltd trading as eToro Money won’t refund money she lost to a scam. What happened Mrs B has said that: • She came across an investment advert endorse by a celebrity however the opportunity to invest would only be availab... (4 pages)View decision -
Decision Reference DRN-5863676
17 Dec 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5863676 The complaint Mr P is unhappy that Bank of Scotland plc trading as Halifax (Halifax) won’t reimburse money he lost to a scam. Mr P is represented by a third-party claims firm, but I will refer to Mr P here. What happened The background to this complaint is known to both pa... (3 pages)View decision -
Decision Reference DRN-6026942
17 Dec 2025 AFH Independent Financial Services Limited Not upheldPensions and AnnuitiesDRN-6026942 The complaint Mr R complains that AFH Independent Financial Services Limited (‘AFH’) gave him unsuitable advice to switch his self-invested personal pensions (‘SIPPs’) and invest his pension monies in investments that were too high risk. What happened Mr R had two existing ... (6 pages)View decision -
Decision Reference DRN-5954462
17 Dec 2025 Scottish Equitable Plc Not upheldPensions and AnnuitiesDRN-5954462 The complaint Mr W complains that Scottish Equitable Plc trading as Aegon (“Aegon”) failed to provide him with online access to information about his pension savings for an extended period of time. What happened Mr W held pension savings with Aegon. He reports that from Sept... (3 pages)View decision -
Decision Reference DRN-5989578
17 Dec 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5989578 The complaint Mrs B has complained that The Royal Bank of Scotland Plc (RBS) won’t refund money she lost to a scam. What happened Mrs B has explained she came across the ‘investment opportunity’ which was endorsed by a celebrity. She clicked on the link and provided her deta... (3 pages)View decision -
Decision Reference DRN-6000530
17 Dec 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6000530 The complaint Mr H’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 him under Section 140A of the Consumer Credit Act 1974 ... (11 pages)View decision -
Decision Reference DRN-5849588
17 Dec 2025 EE Limited Not upheldConsumer CreditDRN-5849588 The complaint Ms M has complained that EE Limited (“EE”) is holding her liable for credit agreements she took out to buy new phones. Ms M says she received different phones to the ones she’d ordered. What happened Ms M ordered two new phones using fixed sum loan agreements ... (3 pages)View decision
