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 380600 results
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Decision Reference DRN-5732847
28 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5732847 The complaint Mr W has complained about how Monzo Bank Ltd (Monzo) handled his chargeback claims. What happened Mr W made several deposits to an online gambling site called ‘H’ in April 2025 using his Monzo Flex credit card. He was later unable to withdraw his winnings back ... (4 pages)View decision -
Decision Reference DRN-5490001
28 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5490001 The complaint Miss A is unhappy that Lloyds Bank PLC (‘Lloyds’) has decided not to refund the money she lost, to what she believed was an Authorised Push Payment (‘APP’) car purchase scam. What happened The background to this complaint is well known to both parties. So, I w... (4 pages)View decision -
Decision Reference DRN-5780463
28 Oct 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5780463 The complaint Mr and Ms A complain that HSBC UK Bank Plc, trading as First Direct, won’t reimburse funds they lost to fraud. Mr A is the lead complainant in this case, so for ease of reading I will refer to him throughout my decision. What happened As the circumstances of th... (4 pages)View decision -
Decision Reference DRN-5781261
28 Oct 2025 AXA Insurance UK Plc Not upheldInsuranceDRN-5781261 The complaint Miss S complains about how AXA Insurance UK Plc (AXA) dealt with a claim on her motor insurance. References to AXA include other organisations and individuals acting on its behalf. What happened Miss S had motor insurance underwritten by AXA. Her car was hit by... (4 pages)View decision -
Decision Reference DRN-5694691
28 Oct 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5694691 The complaint Mr M complains that Monzo Bank Ltd won’t refund him the interest he’s paid, and waive further interest, on a loan he took out with it as part of an Authorised Push Payment (“APP”) scam. What happened The background to this complaint is well known to all partie... (2 pages)View decision -
Decision Reference DRN-5431487
28 Oct 2025 THE CO-OPERATIVE BANK P.L.C. Not upheldBanking and PaymentsDRN-5431487 The complaint Mr S complains The Co-operative Bank Plc (‘Co-op’) registered an adverse Cifas marker against him. What happened Mr S had a current and savings account with Co-op. In December 2024, Mr S phoned Co-op to request the closure of his savings account. The advisor M... (4 pages)View decision -
Decision Reference DRN-5601549
28 Oct 2025 VIRGIN MONEY UNIT TRUST MANAGERS LIMITED Not upheldInvestmentsDRN-5601549 The complaint Mr M complains about the transfer of his stocks and shares Individual Savings Account (ISA) by his former provider Virgin Money Unit Trust Managers Limited ISA provider. He complains that Virgin Money delayed his transfer and caused him a financial loss. He say... (8 pages)View decision -
Decision Reference DRN-5874916
28 Oct 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5874916 The complaint Mr S complains that Lloyds Bank PLC won’t refund money he says he lost to an investment scam. Mr S is represented by a firm I’ll refer to as ‘R’. What happened The background to this complaint is well known to both parties and so I’ll only refer to some key eve... (4 pages)View decision -
Decision Reference DRN-5680468
28 Oct 2025 Advantage Finance Ltd Not upheldConsumer CreditDRN-5680468 The complaint Mr E complains that a car acquired under a hire purchase agreement with Advantage Finance Ltd (“Advantage”) wasn’t of satisfactory quality when it was supplied to him. What happened Both parties are familiar with the background of this complaint so I will only... (4 pages)View decision -
Decision Reference DRN-5890066
28 Oct 2025 Personal Touch Financial Services Limited UpheldMortgagesDRN-5890066 The complaint Miss P is unhappy with how Personal Touch Financial Services Limited trading as PRIMIS Mortgage Network (PRIMIS) have dealt with the application for a new mortgage. What happened The background is well known to both parties so I won’t be going into the full de... (8 pages)View decision
