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 368546 results
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Decision Reference DRN-5643247
24 Jun 2025 Tesco Personal Finance Limited UpheldBanking and PaymentsDRN-5643247 The complaint Mr M complained about how Tesco Personal Finance Limited trading as Tesco Bank responded to a claim to refund a payment made for goods he said were faulty. What happened The parties are familiar with the background details of this complaint – so I will briefly... (9 pages)View decision -
Decision Reference DRN-5314458
24 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5314458 The complaint Miss H is unhappy Revolut Ltd won’t refund a payment she made as part of a scam. What happened In November 2024 Miss H began chatting with someone on social media who introduced her to a cryptocurrency investment opportunity. She was instructed to purchase cryp... (3 pages)View decision -
Decision Reference DRN-5256734
24 Jun 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5256734 The complaint Mr S complains that Starling Bank Limited hasn’t reimbursed the money he’s lost to a scam. What happened Mr S has fallen victim to an investment scam. He’s explained that, in late May 2024, he received a message on a social media platform from someone who prese... (3 pages)View decision -
Decision Reference DRN-5199762
24 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5199762 The complaint Miss H is unhappy Monzo Bank Ltd won’t refund a payment she made as part of a scam. What happened In November 2024 Miss H began chatting with someone on social media who introduced her to a cryptocurrency investment opportunity. She was instructed to purchase c... (3 pages)View decision -
Decision Reference DRN-5640340
24 Jun 2025 First Holiday Finance Ltd Not upheldConsumer CreditDRN-5640340 The complaint Mr and Mrs R’s complaint is, in essence, that First Holiday Finance Ltd (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and ... (14 pages)View decision -
Decision Reference DRN-5281988
24 Jun 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5281988 The complaint Ms R complains that Barclays Bank UK PLC (‘Barclays’) won’t refund the money she lost after falling victim to a scam. What happened In December 2023, Ms R was randomly added to a group on a messaging app. Initially Ms R didn’t pay attention, but later she read... (5 pages)View decision -
Decision Reference DRN-5568156
23 Jun 2025 Mayfair Capital Limited Not upheldPensions and AnnuitiesDRN-5568156 The complaint Mr D complains that, following the transfer of his occupational pension scheme (OPS) benefits into a self-invested personal pension (SIPP), Mayfair Capital Limited (Mayfair Capital) – as the appointed investment manager, pursued an “aggressive” trading plan wit... (4 pages)View decision -
Decision Reference DRN-5642419
23 Jun 2025 Inter Partner Assistance SA UpheldInsuranceDRN-5642419 The complaint Mr H and Mrs M have complained about the service they received from Inter Partner Assistance SA (’IPA’) under their home emergency policy when their boiler broke down. For the avoidance of doubt, the term ‘IPA’ includes IPA’s agents and representatives for the ... (8 pages)View decision -
Decision Reference DRN-5313738
23 Jun 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5313738 The complaint Mr M complains Starling Bank Limited (“Starling”) didn’t do enough to protect him when he fell victim to a scam. What happened Both parties are familiar with the circumstances of the complaint so I’ll only summarise the details here. Mr M took a call from som... (3 pages)View decision -
Decision Reference DRN-5141802
23 Jun 2025 Ageas Insurance Limited UpheldInsuranceDRN-5141802 The complaint Mr and Mrs S complain Ageas Insurance Limited unfairly declined their home insurance claim. Reference to Ageas includes its agents. Mr and Mrs S are both complainants, but as Mr S has been the main correspondent, and for ease of reading, I’ve referred to just ... (5 pages)View decision
