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 373834 results
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Decision Reference DRN-5468240
26 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5468240 The complaint Mrs D complains that Lloyds Bank PLC won’t refund the money she lost as the result of a scam. Mrs D has been represented in her complaint by a firm of professional representatives. What happened The background to this complaint is well known to the parties, so ... (4 pages)View decision -
Decision Reference DRN-5492454
26 Aug 2025 FIRST RESPONSE FINANCE LIMITED Not upheldConsumer CreditDRN-5492454 The complaint Mr S complains that a car that was supplied to him under a hire purchase agreement with First Response Finance Limited wasn’t of satisfactory quality. What happened A used car was supplied to Mr S under a hire purchase agreement with First Response Finance that... (3 pages)View decision -
Decision Reference DRN-5400937
26 Aug 2025 Hargreaves Lansdown Asset Management Limited Not upheldPensions and AnnuitiesDRN-5400937 The complaint Miss H has complained that Hargreaves Lansdown Asset Management Limited (HLAM) did not make her aware that when taking a lump sum from her pension she would incur a tax charge from His Majesty’s Revenue and Customs (HMRC), causing her a financial loss. She woul... (4 pages)View decision -
Decision Reference DRN-5506180
26 Aug 2025 NewDay Ltd Not upheldBanking and PaymentsDRN-5506180 The complaint Mrs M complains that NewDay Ltd trading as Pulse irresponsibly lent to her. Mrs M is represented by a claims management company in bringing this complaint. But for ease of reading, I’ll refer to any submission and comments they have made as being made by Mrs M ... (3 pages)View decision -
Decision Reference DRN-5231012
26 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5231012 The complaint Mr O is unhappy Revolut Ltd (Revolut) won’t refund transactions on his account which he says he didn’t authorise. What happened On 31 August 2024, Mr O logged onto his Revolut app to discover a number of transactions totalling £1076 to a merchant he did not re... (3 pages)View decision -
Decision Reference DRN-5246897
26 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5246897 The complaint Miss I complains that Monzo Bank Ltd (‘Monzo’) won’t refund the money she lost to a scam. What happened The background is known to both parties. I won’t repeat all the details here. In summary, Miss I says she was searching for flights online and came into cont... (3 pages)View decision -
Decision Reference DRN-5245204
26 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5245204 The complaint Mr T complains that Revolut Ltd restricted and then closed his accounts and that it did not provide him with the support he needed as a result. What happened Mr T held two accounts with Revolut, a Pro and a Plus account. In August 2024 he received massages from... (2 pages)View decision -
Decision Reference DRN-5401702
26 Aug 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5401702 The complaint T, a limited company, complains that HSBC UK Bank Plc won’t reimburse them for funds they lost to a scam. T has appointed professional representatives for this, but for ease of reading in this case I’ll refer solely to T. What happened T banks with HSBC. In A... (3 pages)View decision -
Decision Reference DRN-5318342
26 Aug 2025 Starling Bank Limited Not upheldBanking and PaymentsDRN-5318342 The complaint Mr N complains that Starling Bank Limited (Starling) made errors when closing the bank account he’d taken out for his son. Mr N says these errors caused him distress and inconvenience. What happened The background to this complaint is well known to all partie... (3 pages)View decision -
Decision Reference DRN-5396739
26 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5396739 The complaint Ms K complains Revolut Ltd allowed a transaction from her account to be attempted, which she says she did not make or authorise. What happened In December 2024, Ms K reported a transaction for £1.20 which had taken place on 10 May 2024 as fraudulent to Revolut... (2 pages)View decision
