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 393318 results
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Decision Reference DRN-5691502
30 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5691502 The complaint Mrs E and Mr E complain that Lloyds Bank PLC didn’t return their property title deeds when business borrowing was repaid. What happened Mrs E and Mr E explain that in 2016 they provided the title deeds as security for borrowing to their relationship manager. An... (3 pages)View decision -
Decision Reference DRN-5707543
30 Sep 2025 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5707543 The complaint Mr B complains about the interest rate that he’s paying for a motorbike that was supplied to him under a hire purchase agreement with First Response Finance Limited. What happened A new motorbike was supplied to Mr B under a hire purchase agreement with First R... (3 pages)View decision -
Decision Reference DRN-5745425
30 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5745425 The complaint Mr A complains that Lloyds Bank Plc didn’t do enough to protect him from the financial harm caused by an investment scam What happened In early 2024 Mr A was introduced to an investment opportunity through his friend (Mr S). The circumstances of the scam are ... (3 pages)View decision -
Decision Reference DRN-5805092
30 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5805092 The complaint Mrs M complains HSBC UK Bank Plc won’t refund the money she says she lost to a scam. What happened In July 2020, Mrs M entered a contract with a company, “V”, which she understood offered an investment syndicate. She found out about V from her husband (Mr M) wh... (4 pages)View decision -
Decision Reference DRN-5612183
30 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5612183 The complaint Mr O complains Monzo Bank Ltd has recorded his personal details with Cifas – a fraud prevention database – and won’t remove them. What happened On 17 January 2025, Mr O received two payments into his Monzo account for £500 and £400. Monzo received notification... (3 pages)View decision -
Decision Reference DRN-5665335
30 Sep 2025 Ulster Bank Ltd Not upheldBanking and PaymentsDRN-5665335 The complaint Mr S complains that Ulster Bank Ltd won’t refund a transaction he didn’t make or otherwise authorise. Mr S is being represented by Miss D in bringing this complaint. For ease of reading, my reference to Mr S in this decision includes his and Miss D’s submissio... (4 pages)View decision -
Decision Reference DRN-5669884
30 Sep 2025 Kroo Bank Ltd UpheldBanking and PaymentsDRN-5669884 The complaint Mrs F complains that Kroo Bank Ltd won’t refund payments she didn’t make. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. Instead, I’ll focus on giving the reasons for my decision. What I’ve decided... (3 pages)View decision -
Decision Reference DRN-5796099
30 Sep 2025 ARAG Legal Expenses Insurance Company Limited Not upheldInsuranceDRN-5796099 The complaint A community interest company, which I will call G CIC, has complained about the rejection of a claim made under its legal expenses insurance cover with ARAG Legal Expenses Insurance Company Limited. G CIC is represented in this complaint by one of its directors... (3 pages)View decision -
Decision Reference DRN-5849654
30 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5849654 The complaint Mr T complains that Barclays Bank UK PLC didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened On 24 January 2019 and 25 January 2019, Mr T transf... (3 pages)View decision -
Decision Reference DRN-5849600
30 Sep 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5849600 The complaint Ms M, who is represented by a third party, complains that Advantage Finance Ltd (“Advantage”) irresponsibly granted her a hire purchase agreement she couldn’t afford to repay. What happened In April 2018, Ms M acquired a used car financed by a hire purchase ag... (2 pages)View decision