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-5835894
15 Oct 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5835894 The complaint Miss F complains that TSB Bank plc (‘TSB’) won’t refund the money she says was lost as the result of a scam. What happened In 2023, Miss F found an advert for investment in artwork and artwork royalties. I’ll refer to the company offering the investment as M. ... (3 pages)View decision -
Decision Reference DRN-5877113
15 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5877113 The complaint Mr C is being represented by a claims manager. He’s complaining about Monzo Bank Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr C fell victim to a cruel investment scam. Someone he met introduced him to an online c... (4 pages)View decision -
Decision Reference DRN-5835888
15 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5835888 The complaint Miss F complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she says was lost as the result of a scam. What happened In 2023, Miss F found an advert for investment in artwork and artwork royalties. I’ll refer to the company offering the investment as... (4 pages)View decision -
Decision Reference DRN-5800322
15 Oct 2025 eBay Commerce UK Ltd Not upheldBanking and PaymentsDRN-5800322 The complaint Miss G complains eBay Commerce UK Ltd (Commerce) won’t allow her to spend a voucher. What happened Miss G added a voucher to her eBay Marketplace (marketplace) balance. Marketplace then closed Miss G’s account and wouldn’t let her access the money in the vouc... (2 pages)View decision -
Decision Reference DRN-5863257
14 Oct 2025 Marsh Finance Limited Not upheldConsumer CreditDRN-5863257 The complaint Miss M complains that Marsh Finance Limited (“Marsh”) made a mess of her credit file when she made a payment late. She wants her credit file adjusted by way of a ‘grace period’. What happened Miss M took out a hire purchase agreement in 2023 to acquire a used c... (3 pages)View decision -
Decision Reference DRN-5457136
14 Oct 2025 Computershare Investor Services Plc Not upheldInvestmentsDRN-5457136 The complaint Mr L complains that Computershare Investor Services Plc delayed sending the proceeds from a share sale to his overseas bank account. Mr L would now like Computershare to refund him the CA$1,055 in fees and currency exchange costs that were debited from the sale... (4 pages)View decision -
Decision Reference DRN-5857674
14 Oct 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5857674 The complaint Mrs S complains that the car supplied by Mercedes-Benz Financial Services UK Limited (“MBFS”) wasn’t of satisfactory quality. She says the car is not fit for purpose and she wants to reject it and have the credit agreement cancelled. Mrs S is represented in he... (5 pages)View decision -
Decision Reference DRN-5822644
14 Oct 2025 Carmoola Limited UpheldConsumer CreditDRN-5822644 The complaint Mrs J is unhappy that a car supplied to her under a hire purchase agreement with Carmoola Limited (Carmoola) was of an unsatisfactory quality. What happened In October 2024 Mrs J was supplied with a used car through a hire purchase agreement with Carmoola. The ... (5 pages)View decision -
Decision Reference DRN-5615286
14 Oct 2025 Yorkshire Building Society Not upheldMortgagesDRN-5615286 The complaint Mrs C and Mr G complain that Yorkshire Building Society trading as Chelsea Building Society did not send mortgage offers either to them or their solicitor. What happened Mrs C and Mr G applied for a mortgage with Chellsea. On 17 December 2023, Chelsea said it s... (3 pages)View decision -
Decision Reference DRN-5553393
14 Oct 2025 Inter Partner Assistance SA Not upheldInsuranceDRN-5553393 The complaint Mr and Ms P complains about how Inter Partner Assistance SA (IPA) dealt with a request for home assistance after they experienced issues with the hot water within their home. What happened In March 2024, Mr and Ms P incepted a household insurance policy, which... (6 pages)View decision