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 392389 results
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Decision Reference DRN-5731918
1 Aug 2025 Options UK Personal Pensions LLP UpheldPensions and AnnuitiesDRN-5731918 The complaint Mr L complains that Options UK Personal Pensions (“Options”) failed to carry out due diligence on investments he was advised to invest his SIPP in. What happened To assist the parties I set out below the roles of the various parties I will be referring to. Opti... (22 pages)View decision -
Decision Reference DRN-5566815
1 Aug 2025 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-5566815 The complaint Mr P complains about the quality of a car that was supplied through a hire purchase agreement with Creation Consumer Finance Ltd (CCF). What happened In February 2024, Mr P acquired a used car through a hire purchase agreement with CCF. The car was about four y... (5 pages)View decision -
Decision Reference DRN-5717750
1 Aug 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5717750 The complaint Mrs S complains that Revolut Ltd (Revolut) is refusing to refund her the amount she lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mrs S found an... (5 pages)View decision -
Decision Reference DRN-5731802
1 Aug 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5731802 The complaint Mr K complains Barclays Bank UK PLC didn’t help him when a merchant tried to take multiple payments from his account for a one-off purchase. What happened Mr K had an account with Barclays without an overdraft facility. Mr K contacted Barclays on 22 August 2024... (3 pages)View decision -
Decision Reference DRN-5717751
1 Aug 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5717751 The complaint Mrs S complains that Santander UK Plc is refusing to refund her the amount she lost as the result of a scam. What happened The background of this complaint is well known to all parties, so I won’t repeat what happened in detail. In summary, Mrs S found an adve... (3 pages)View decision -
Decision Reference DRN-5030811
1 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5030811 The complaint Mr F complains about Monzo Bank Ltd. He says that Monzo didn’t do enough to protect him when he fell victim to a scam and would like Monzo to refund him the money he has lost as a result. What happened Mr F unfortunately fell victim to a safe account scam – a... (3 pages)View decision -
Decision Reference DRN-5590435
1 Aug 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5590435 The complaint Mr and Mrs B complain Lloyds Bank PLC has stopped them making large payments and won’t tell them the reasons why. What happened Mr and Mrs B have a joint account with a substantial balance. Mr and Mrs B say they wanted to make a large payment to one of their da... (2 pages)View decision -
Decision Reference DRN-5362822
1 Aug 2025 BMW Financial Services(GB) Limited Not upheldConsumer CreditDRN-5362822 The complaint Miss W complains about the quality of a car that was supplied through a hire purchase agreement with BMW Financial Services (GB) Limited trading as Alphera Financial Services (Alphera). What happened In September 2020, Miss W signed a hire purchase agreement wi... (4 pages)View decision -
Decision Reference DRN-5484911
1 Aug 2025 My Pension Expert Limited Not upheldPensions and AnnuitiesDRN-5484911 The complaint Mr L complains about the role of My Pension Expert Limited (MPE) in purchasing an enhanced annuity with the proceeds of his existing pension plans. He says the process was delayed and he doesn’t think MPE did enough to contact the parties involved, resolve any ... (8 pages)View decision -
Decision Reference DRN-5316477
1 Aug 2025 MotoNovo Finance Limited Not upheldConsumer CreditDRN-5316477 The complaint Mr F complains about a car supplied to him using an hire purchase agreement taken out with MotoNovo Finance Limited (“MotoNovo”). What happened In February 2024, Mr F acquired a used car using a hire purchase agreement with MotoNovo. The car was almost 10 year... (4 pages)View decision