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-5634486
24 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5634486 The complaint Miss C complains that Monzo Bank Ltd (“Monzo”) acted irresponsibly by providing her with an overdraft facility she says she couldn’t afford. What happened Miss C was given an overdraft with her Monzo account in September 2022. The overdraft limit was £2,000. ... (3 pages)View decision -
Decision Reference DRN-5028773
24 Jun 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5028773 The complaint Mr S complains that Santander UK Plc (“Santander”) didn’t do enough to protect him when he paid what he now believes was a scam, and that it won’t refund the money he lost. What happened In July 2019, Mr S invested £10,000 into a property development company I’... (3 pages)View decision -
Decision Reference DRN-5605825
24 Jun 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5605825 The complaint Mr L is unhappy that a car supplied to him under a hire purchase agreement with RCI Financial Services Limited trading as Nissan Financial Services (RCI) was of an unsatisfactory quality. What happened In July 2023 Mr L was supplied with a used car through a hi... (5 pages)View decision -
Decision Reference DRN-5455062
24 Jun 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5455062 The complaint Mr M complains that Madison CF UK Limited trading as 118 118 Money was irresponsible in its lending to him. He wants the interest charged above the base rate refunded along with interest. What happened Mr M was provided with two loans by 118 118 Money. Loan Dat... (4 pages)View decision -
Decision Reference DRN-5644615
24 Jun 2025 St James's Place UK plc UpheldPensions and AnnuitiesDRN-5644615 The complaint Ms P complains that St James’s Place UK plc (SJP) delayed the transfer of her personal pension account to another provider and failed to provide transparent information about the early withdrawal charges (EWCs) it applied. What happened Ms P opened a Retirement... (10 pages)View decision -
Decision Reference DRN-5178981
24 Jun 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5178981 The complaint Mr A complains that Starling Bank Limited (“Starling”) won’t refund money he says was lost to a scam. What happened Mr A said he fell victim to a scam after he invested funds into a cryptocurrency platform, which I will refer to as ‘F’, that has since become i... (2 pages)View decision -
Decision Reference DRN-5411908
24 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5411908 The complaint Mr G complains Revolut Ltd (“Revolut”) didn’t do enough to protect him when he fell victim to a scam. What happened Mr G said he lost funds having fallen victim to a job scam. He explained the role was task based and involved him watching videos. Mr G had issu... (3 pages)View decision -
Decision Reference DRN-5413448
24 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5413448 The complaint Mr P complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money he lost to a job scam. He’s being represented. To keep things simple, I’ll refer to Mr P throughout this decision. What happened The background to this complaint is known to both parties. I w... (2 pages)View decision -
Decision Reference DRN-5636421
24 Jun 2025 Bank of Scotland Plc UpheldBanking and PaymentsDRN-5636421 The complaint A company, which I’ll refer to as Y, complains that Bank of Scotland plc (BoS) failed to close its business current account when requested in November 2023. What happened Y had a business current account with BoS, with an overdraft facility of £7,000. In May 2... (3 pages)View decision -
Decision Reference DRN-5594620
24 Jun 2025 Investment Funds Direct Limited UpheldPensions and AnnuitiesDRN-5594620 The complaint Mr M complains about delays caused by Investment Funds Direct Limited (IFDL) when he was transferring his Self-Invested Personal Pension (SIPP) from his existing SIPP provider to another provider. What happened Mr M held a SIPP with a provider I’ll refer to as... (11 pages)View decision
