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 369227 results
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Decision Reference DRN-5156698
18 Jun 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5156698 The complaint Mr A is unhappy that Starling Bank Limited will not refund money he said he lost as a result of a scam. Mr A is represented by a firm I’ll refer to as R. For ease, I have referred to comments made by R as though Mr A himself made them. What happened The backg... (3 pages)View decision -
Decision Reference DRN-5634035
18 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5634035 The complaint Mr S is unhappy Revolut Ltd didn’t refund payments he made as part of a scam. Mr S brings his complaint via professional representatives, but for simplicity I’ve referred to the actions of Mr S throughout this decision. What happened In March 2023 Mr S says he ... (5 pages)View decision -
Decision Reference DRN-5602628
18 Jun 2025 Stellantis Financial Services UK Limited UpheldConsumer CreditDRN-5602628 The complaint Ms H is unhappy that a car supplied to her under a conditional sale agreement with Stellantis Financial Services UK Limited (Stellantis) was of an unsatisfactory quality. What happened In August 2022 Ms H was supplied with a new car through a conditional sale a... (4 pages)View decision -
Decision Reference DRN-5337748
18 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5337748 The complaint Ms C complains about the way Barclays Bank UK plc handled her claim for refunds of payments made with her debit card. What happened Ms C subscribed to a travel club, which I’ll refer to as “N”. It provided services including: booking of flights, hotels and airp... (2 pages)View decision -
Decision Reference DRN-5247074
18 Jun 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5247074 The complaint Mr and Mrs F complain that HSBC UK Bank Plc won’t reimburse them after they fell victim to a vehicle purchase scam. Mr and Mrs F are represented by a family member in bringing their complaint, but for ease of reference, I’ll refer to all submissions as being ma... (5 pages)View decision -
Decision Reference DRN-5319837
18 Jun 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5319837 The complaint Mrs D’s complaint is made in relation to a loan she took out in 2016 and is, in essence, that Shawbrook Bank Limited acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974 ... (2 pages)View decision -
Decision Reference DRN-5149307
18 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5149307 Complaint Mr M is unhappy that Monzo Bank Ltd didn't reimburse him after he told it he'd fallen victim to a scam. Background In 2023, Mr M was in the midst of an episode of severe mental ill health. He came across a website on which a man offering his services clai... (2 pages)View decision -
Decision Reference DRN-5474876
18 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5474876 The complaint Mr E complains that HSBC UK Bank Plc delayed in transferring the balance on his account to him and in answering his complaint. What happened On 1 November 2024 Mr E contacted HSBC on its online chat service as he wanted the balance on his savings account, of £1... (2 pages)View decision -
Decision Reference DRN-5476292
18 Jun 2025 Advantage Insurance Company Limited Not upheldInsuranceDRN-5476292 The complaint Mrs D complains about the service received following a claim made on her motor insurance policy with Advantage Insurance Company Limited. Reference to Advantage includes its agents. What happened Mrs D held a motor insurance policy with Advantage. When she was ... (3 pages)View decision -
Decision Reference DRN-5506580
18 Jun 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5506580 The complaint Mrs K complained that Lloyds Bank General Insurance Limited (“Lloyds”) unfairly declined her claim for items stolen from her property, under her home contents insurance policy. What happened Mrs K has a second property. It was burgled in September 2024 and so s... (2 pages)View decision
