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 375119 results
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Decision Reference DRN-5778809
27 Aug 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5778809 The complaint Miss A complains that Barclays Bank UK PLC trading as Tesco Bank (“Tesco”) lent to her irresponsibly when it provided her with a credit card account. What happened Miss A applied online for a credit card with Tesco on 21 January 2023. Tesco approved the applic... (5 pages)View decision -
Decision Reference DRN-5534212
27 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5534212 The complaint Mr B complains that Revolut Ltd didn’t do enough to prevent him losing money to a job scam. Mr B has used a representative to bring his complaint. But, for ease of reading, I’ll mostly just refer to Mr B himself, where I also mean the representative. What hap... (4 pages)View decision -
Decision Reference DRN-5776889
27 Aug 2025 Clydesdale Financial Services Limited Not upheldConsumer CreditDRN-5776889 The complaint Mr R has complained about matters arising out of a loan taken from Clydesdale Financial Services Limited trading as Barclays Partner Finance (‘the Lender’) to pay for a timeshare he purchased. What happened Mr R (together with another) purchased a timeshare pro... (4 pages)View decision -
Decision Reference DRN-5207973
27 Aug 2025 OPENMONEY ADVISER SERVICES LTD Not upheldInvestmentsDRN-5207973 The complaint Mr M complains that Openmoney Adviser Services Ltd trading as evestor (“Evestor”) failed to take his direct debit payment on his General Investment Account (“GIA”). What happened Mr M held a GIA with Evestor. In October 2023 Mr M received correspondence to expl... (2 pages)View decision -
Decision Reference DRN-5549063
27 Aug 2025 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5549063 The complaint Mr D says FIRST RESPONSE FINANCE LIMITED, (‘First Response’), irresponsibly lent to him. He says that it didn’t take reasonable steps to ensure he could afford the repayments towards a hire purchase agreement to purchase a car. He says that ‘suitable’ checks wo... (3 pages)View decision -
Decision Reference DRN-5663348
27 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5663348 The complaint Miss O complains Monzo Bank Ltd has not dealt fairly with her chargeback request and closed her account. What happened Miss O had an account with Monzo which she opened in 2019 Miss O made a chargeback claim to Monzo for a payment of £355 which she made from ... (4 pages)View decision -
Decision Reference DRN-5415061
27 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5415061 The complaint Mr C is unhappy that Lloyds Bank PLC will not refund the money that he lost as the result of scam. Mr C brought his complaint through a representative. For ease of reading, I will refer solely to Mr C in this decision. What happened As both parties are familiar... (3 pages)View decision -
Decision Reference DRN-5778542
27 Aug 2025 Ikano Bank AB (publ) Not upheldConsumer CreditDRN-5778542 The complaint Mr V complains that Ikano Bank AB (publ) (“Ikano”) unfairly declined his claim for a refund under section 140 (“s.140”) of the Consumer Credit Act 1974 (“CCA”). Mr V has been represented in this and the previous complaint. But for simplicity, I will refer to M... (4 pages)View decision -
Decision Reference DRN-5591479
27 Aug 2025 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5591479 The complaint Mrs T has complained about a transfer of her Standard Life personal pension to a Qualifying Recognised Overseas Pension Scheme (QROPS) in Gibraltar in September 2023. Standard Life is now part of Phoenix Life Limited, so I will refer to the business by its shor... (13 pages)View decision -
Decision Reference DRN-5591473
27 Aug 2025 Aviva Life & Pensions UK Limited Not upheldPensions and AnnuitiesDRN-5591473 The complaint Mrs T has complained about a transfer of her Friends Life personal pension to a Qualifying Recognised Overseas Pension Scheme (QROPS) in Gibraltar in September 2023. Friends Life is now part of Aviva Life & Pensions UK Limited, so I will refer to the busine... (13 pages)View decision
