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 375868 results
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Decision Reference DRN-5657418
22 Aug 2025 BMW Financial Services(GB) Limited UpheldConsumer CreditDRN-5657418 The complaint Mrs A 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 October 2023, Mrs A acquired a used car using a hire purcha... (5 pages)View decision -
Decision Reference DRN-5749517
22 Aug 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5749517 The complaint Ms S has complained about Revolut Ltd not refunding several payments she says she made and lost to a scam. What happened The background to this complaint is well known to both parties, and is not in dispute, so I won’t repeat it in detail here. In summary, Ms ... (5 pages)View decision -
Decision Reference DRN-5650817
22 Aug 2025 Tesco Personal Finance Limited Not upheldBanking and PaymentsDRN-5650817 The complaint Mr S complains that Tesco Personal Finance Limited trading as Tesco Bank (Tesco) blocked online transactions he was attempting to make. What happened Mr S said that when he was attempting to make a payment using his credit card, he’d be prompted to log in to th... (2 pages)View decision -
Decision Reference DRN-5762680
22 Aug 2025 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5762680 The complaint Mrs J complains that Shawbrook Bank Limited (“Shawbrook”) didn’t treat her fairly in relation to a claim she made under Section 75 of the Consumer Credit Act 1974 (“CCA”), lent to her irresponsibly, and participated in an unfair credit relationship with her wit... (2 pages)View decision -
Decision Reference DRN-5322150
22 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5322150 The complaint Miss P and Mr S complain that Monzo Bank Ltd has declined to reimburse a payment made as part of a scam. What happened In February 2024, Miss P was contacted by a scammer impersonating Monzo who persuaded her there was fraudulent activity on the account. After ... (3 pages)View decision -
Decision Reference DRN-5250722
22 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5250722 The complaint Mr S has complained that Monzo Bank Ltd won’t refund the money he lost after falling victim to a scam. What happened Mr S was looking to invest in cryptocurrency and came across a scammer giving advice on crypto investments. The scammer advised Mr S to invest i... (2 pages)View decision -
Decision Reference DRN-5249524
22 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5249524 The complaint Mr S has complained that Bank of Scotland plc (trading as Halifax) won’t refund the money he lost after falling victim to a scam. What happened Mr S was looking to invest in cryptocurrency and came across a scammer giving advice on crypto investments. The scamm... (2 pages)View decision -
Decision Reference DRN-5314565
22 Aug 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY UpheldBanking and PaymentsDRN-5314565 The complaint Mr and Mrs S complain that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) failed to protect their funds when they fell victim to an investment scam. What happened In September 2021, Mr S was looking for an investment opportunity and saw an advert ... (8 pages)View decision -
Decision Reference DRN-5696093
22 Aug 2025 Wakam Not upheldInsuranceDRN-5696093 The complaint Mrs D complains that Wakam maintained its decision to decline a claim under her pet insurance policy despite further veterinary evidence being provided. Where I refer to Wakam, this includes the actions of its agents and claims handlers for which it takes resp... (3 pages)View decision -
Decision Reference DRN-5664364
22 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5664364 The complaint X complains that Barclays Bank UK PLC trading as Barclaycard has treated him unfairly in relation to its obligations with regard to a payment he made using his credit card. What happened In June 2024, X went on holiday to Crete. He arranged a vehicle hire and u... (4 pages)View decision
