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 381196 results
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Decision Reference DRN-5718163
3 Nov 2025 Wise Payments Limited Not upheldBanking and PaymentsDRN-5718163 The complaint Mr K has complained that Wise Payments Limited won’t refund the money he lost after falling victim to a scam. What happened In summary, in 2022 a close friend introduced Mr K to an investment manager, who in turn recommended him to an international investment p... (3 pages)View decision -
Decision Reference DRN-5922957
3 Nov 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5922957 The complaint Miss G complains that Revolut Ltd won’t refund money she lost when she was a victim of a job scam. Miss G is represented, however, to keep things simple, I’ll refer to Miss G throughout my decision. What happened The background to this complaint is well known t... (6 pages)View decision -
Decision Reference DRN-5912251
3 Nov 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5912251 The complaint Ms L is being represented by solicitors. She’s complaining about Lloyds Bank PLC because it declined to refund money she lost as a result of fraud. What happened Sadly, Ms L fell victim to a cruel romance scam after she met someone online. Between June 2019 and... (3 pages)View decision -
Decision Reference DRN-5773278
3 Nov 2025 Wescot Credit Services Limited Not upheldConsumer CreditDRN-5773278 The complaint Mrs and Mr H complain Wescot Credit Services Limited are asking them to repay a historic debt. Mrs H has referred the complaint to us, so I’ve mainly referred to her in this decision. What happened As I understand it, an account in Mrs and Mr H’s name is held b... (2 pages)View decision -
Decision Reference DRN-5725021
3 Nov 2025 PRA Group (UK) Limited Not upheldConsumer CreditDRN-5725021 The complaint Miss S complains about the statements PRA Group (UK) Limited have given her for the debt they hold. What happened Miss S had a credit card account with a company I’ll refer to as B. The account fell into arrears, a default was then applied and B then sold it to... (2 pages)View decision -
Decision Reference DRN-5760492
3 Nov 2025 ACI-UK LIMITED UpheldConsumer CreditDRN-5760492 The complaint Mr O complains ACI-UK Limited contacted him about a debt which had previously been cleared in a Debt Relief Order (DRO). What happened My understanding is Mr O entered into a DRO in November 2019. Upon completion, any outstanding debts Mr O had included in the ... (3 pages)View decision -
Decision Reference DRN-5880498
3 Nov 2025 Lloyds Bank General Insurance Limited UpheldInsuranceDRN-5880498 The complaint Miss B and Ms G complain that Lloyds Bank General Insurance Limited (“Lloyds”) failed to collect premiums, and unfairly cancelled Miss B’s home buildings insurance policy. I’ll refer to Miss B for ease. For clarity Ms G is Miss B’s mother. What happened Miss B... (5 pages)View decision -
Decision Reference DRN-5730395
3 Nov 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5730395 The complaint Mrs D complains Monzo Bank Ltd should have stopped her from using her overdraft facility to gamble and transfer funds to other accounts. What happened Mrs D opened an account with Monzo in December 2021 with a £1,000 overdraft facility. Mrs D made a number of ... (4 pages)View decision -
Decision Reference DRN-5698163
3 Nov 2025 Blue Motor Finance Ltd UpheldConsumer CreditDRN-5698163 The complaint Mr E complains that a car supplied to him under a finance agreement with Blue Motor Finance Ltd trading as Blue Motor Finance (‘BMF’) was of unsatisfactory quality. What happened The parties are familiar with the background details of this complaint – so I will... (4 pages)View decision -
Decision Reference DRN-5736847
3 Nov 2025 Lloyds Bank PLC Not upheldMortgagesDRN-5736847 The complaint Mr R’s complaint is about Lloyds Bank PLC cancelling the assisted voluntary sale (AVS) agreement he entered into with it, as he did not agree the amount it wanted to market the property for. He says that he was told that he would have complete control of the pr... (5 pages)View decision
