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-5598898
18 Sep 2025 Gracombex Ltd Not upheldConsumer CreditDRN-5598898 The complaint Mr E complains Gracombex Ltd trading as The Money Platform (TMP) irresponsibly lent to him. What happened In February 2024, Mr E took one loan with TMP. It was for £500, repayable over a term of 84 days. The total amount payable, including interest and charges... (4 pages)View decision -
Decision Reference DRN-5738963
18 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5738963 The complaint Mr B, via a representative, has complained that Revolut Ltd (“Revolut”) failed to refund the money he lost as part of an investment scam. What happened The details of this complaint are well known to both parties, so I will not repeat everything again here. Ins... (3 pages)View decision -
Decision Reference DRN-5747172
18 Sep 2025 Capital One (Europe) plc Not upheldBanking and PaymentsDRN-5747172 The complaint Mrs H is unhappy that Capital One (Europe) plc didn’t close one of her accounts when she asked them two but instead merged her two accounts together. What happened Mrs H had two Capital One credit accounts, one with a £450 credit limit and the other with a £1,0... (2 pages)View decision -
Decision Reference DRN-5640773
18 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5640773 The complaint Mr H complains that when Monzo Bank Ltd recorded a fraud marker against him incorrectly, it had a significant impact on him. He doesn’t think it’s done enough to put things right. What happened A summary of what happened is below. Mr H had an account closed by ... (2 pages)View decision -
Decision Reference DRN-5641813
18 Sep 2025 Madison CF UK Limited Not upheldBanking and PaymentsDRN-5641813 The complaint Mr O complains that Madison CF UK Limited trading as 118 118 Money lent irresponsibly when it approved his credit card application and later increased the credit limit. What happened Mr O applied for a 118 118 Money credit card in March 2019. In his applicatio... (3 pages)View decision -
Decision Reference DRN-5826504
18 Sep 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5826504 The complaint Mr Z is being represented by solicitors. He’s complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr Z fell victim to a cruel investment scam. He was introduced by scammers to a fake investment pl... (6 pages)View decision -
Decision Reference DRN-5671315
18 Sep 2025 Esure Services Limited Not upheldInsuranceDRN-5671315 The complaint Mr F has complained that Esure Services Limited failed to arrange a car insurance policy for him with the correct registration details. This left Mr F’s car uninsured for a period of time. What happened In November 2024 Mr F bought a car insurance policy with t... (3 pages)View decision -
Decision Reference DRN-5389388
18 Sep 2025 Lex Autolease Ltd UpheldConsumer CreditDRN-5389388 The complaint Miss H complains that a car supplied to her under a hire agreement with Lex Autolease Ltd was of an unsatisfactory quality. Reference to Miss H and Lex includes their representatives. What happened In June 2021, Miss H was supplied with a new car through a hir... (5 pages)View decision -
Decision Reference DRN-5799183
18 Sep 2025 N.I.I.B. Group Limited UpheldConsumer CreditDRN-5799183 The complaint Mr S complains that N.I.I.B. Group Limited (“NGL”) supplied him with a car that wasn’t of satisfactory quality under a hire purchase agreement. What happened In April 2023, Mr S acquired a used car through a hire purchase agreement from NGL. The cash price of t... (4 pages)View decision -
Decision Reference DRN-5817234
18 Sep 2025 St. James's Place Wealth Management Plc Not upheldPensions and AnnuitiesDRN-5817234 The complaint Mr P complains that St. James’s Place Wealth Management plc (SJP) failed to inform him he could make personal contributions into his pension account up to his 75 th birthday and he’s suffered financial loss as a result. What happened Mr P opened a Retirement Ac... (7 pages)View decision