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 369228 results
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Decision Reference DRN-5409247
10 Jun 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5409247 The complaint Mr B has complained about HSBC UK Bank Plc’s refusal to refund money he lost to a scam. What happened Around September 2021, Mr B became aware of a crypto investment opportunity with a company I’ll refer to as “K”. He said his partner had previously invested an... (5 pages)View decision -
Decision Reference DRN-5449171
10 Jun 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5449171 The complaint In conclusion, banks are required to support customers as described above, but won’t be liable for their spending patterns and can’t stop customers making authorised debit payments for legitimate activities such as gambling. As a consequence, there remains a hi... (3 pages)View decision -
Decision Reference DRN-5614742
10 Jun 2025 MotoNovo Finance Limited UpheldConsumer CreditDRN-5614742 The complaint Mr M complains about the quality of a car he acquired under a hire purchase agreement with MotoNovo Finance Limited (MotoNovo). When I refer to what Mr M and MotoNovo said or did, it should also be taken to include things said or done on their behalf. What ha... (6 pages)View decision -
Decision Reference DRN-5606508
10 Jun 2025 Capital One (Europe) plc UpheldBanking and PaymentsDRN-5606508 The complaint Mr M complains about how Capital One (Europe) plc (‘Capital One’) handled his credit card account when he was in prison. Mr M would like the default relating to his Capital One account removing from his credit file, and for Capital One to pay him compensation f... (3 pages)View decision -
Decision Reference DRN-5366228
10 Jun 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5366228 The complaint Mr F is complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. He was originally represented by solicitors but that arrangement has since ended and more recent correspondence has been from his partner. What happened Sadl... (4 pages)View decision -
Decision Reference DRN-5404019
10 Jun 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5404019 Complaint Mrs S is unhappy that Nationwide Building Society didn’t reimburse her after she reported falling victim to a scam. Background Mrs S was looking to have a conservatory built at her home and came across a business online, which I’ll refer to as Company S. She contac... (3 pages)View decision -
Decision Reference DRN-5614689
10 Jun 2025 Advantage Insurance Company Limited UpheldInsuranceDRN-5614689 The complaint Mr D has complained about the way his motor insurer, Advantage Insurance Company Limited (‘Advantage’) dealt with a claim he made on his policy. Advantage is the underwriter of this policy i.e., the insurer. During the claim Mr D also dealt with other business... (7 pages)View decision -
Decision Reference DRN-4907808
10 Jun 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-4907808 The complaint Mrs O complains that Monzo Bank Ltd won’t refund her the money she lost after she fell victim to an Authorised Push Payment (“APP”) scam. In bringing her complaint to this service Mrs O is represented, but for ease of reading I will refer to Mrs O throughout t... (3 pages)View decision -
Decision Reference DRN-5380298
10 Jun 2025 Zuto Limited UpheldConsumer CreditDRN-5380298 The complaint Mr Q is unhappy that Zuto Limited arranged finance on a car he wanted to acquire with a lender that didn’t lend on modified cars. What happened In April 2024, in their role as a credit broker, Zuto arranged finance with Lender A to allow Mr Q to acquire a used... (3 pages)View decision -
Decision Reference DRN-5614614
10 Jun 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5614614 The complaint Miss M complains about the settlement offered by Aviva Insurance Limited following an accidental damage claim under a buildings insurance policy. Miss M is being represented in this case. For ease of reading, I’ll refer to Miss M and her representative througho... (3 pages)View decision
