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 375868 results
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Decision Reference DRN-5778996
27 Aug 2025 Lloyds Bank PLC UpheldInvestmentsDRN-5778996 The complaint Mrs M complains that Lloyds Bank PLC failed to transfer her stocks and shares ISA to a cash ISA with it. She also complains of administrative failures and poor customer service. Mrs M is being represented by her daughter, Mrs P. What happened Mrs P has a Lastin... (4 pages)View decision -
Decision Reference DRN-5605100
27 Aug 2025 The Co-operative Bank Plc Not upheldBanking and PaymentsDRN-5605100 The complaint Mr R has complained The Co-operative Bank plc did nothing to stop him being the victim of a cryptocurrency-related investment scam. What happened Mr R was introduced to crypto-based investment opportunities by someone he’d known for nearly 20 years. This indivi... (3 pages)View decision -
Decision Reference DRN-5775327
27 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5775327 The complaint Ms F complains Revolut Ltd (Revolut) should have progressed her chargeback claim against a course provider further; by not doing so, she’s missed out on obtaining a full refund. What happened I issued my provisional decision on this complaint in July this year... (7 pages)View decision -
Decision Reference DRN-5757118
27 Aug 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5757118 The complaint Mrs F’s complaint is, in essence, that Mitsubishi HC Capital UK Plc trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with her under Section 140A of the Consumer Credit Act 1974... (6 pages)View decision -
Decision Reference DRN-5769732
27 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5769732 The complaint Mrs B complains that National Westminster Bank Public Limited Company (NatWest) didn’t support her when her account was overdrawn over many years. What happened NatWest provided Mrs B with a current account and an overdraft facility on the account. Due to the ... (6 pages)View decision -
Decision Reference DRN-5204521
27 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5204521 The complaint Mr L complains Monzo Bank Ltd (“Monzo”) 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 L said he saw a cryptocurrency ... (3 pages)View decision -
Decision Reference DRN-5769615
27 Aug 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5769615 The complaint Mr C has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened Mr C found his account with Monzo had been closed and that Monzo had lodged a fraud- related marker on his record with CIFAS. He o... (2 pages)View decision -
Decision Reference DRN-5645659
27 Aug 2025 Metro Bank PLC Not upheldBanking and PaymentsDRN-5645659 The complaint Mr Q has complained Metro Bank PLC won’t refund him for gambling transactions he didn’t authorise. What happened Mr Q had held an account with Metro Bank since November 2023. Mr Q has told us that he has mental health issues. He raised numerous fraud disputes c... (2 pages)View decision -
Decision Reference DRN-5592710
27 Aug 2025 Mercedes-Benz Financial Services UK Limited Not upheldConsumer CreditDRN-5592710 The complaint Mr P is unhappy that a car supplied to him under a hire purchase agreement with Mercedes- Benz Financial Services UK Limited trading as Mercedes-Benz Finance (‘MBFS’) was of an unsatisfactory quality. What happened The complaint circumstances are well known to... (3 pages)View decision -
Decision Reference DRN-5592370
27 Aug 2025 The National Farmers' Union Mutual Insurance Society Limited UpheldInsuranceDRN-5592370 The complaint Mrs E and Mr E complain about The National Farmers’ Union Mutual Insurance Society Limited (“NFU”) and the way the claim made on their home insurance policy was handled and progressed. Mrs E was the main policyholder and so, for ease of reference, I have referr... (4 pages)View decision
