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 381082 results
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Decision Reference DRN-5843757
30 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5843757 The complaint Mr D complains Revolut Ltd is holding him liable for payments he says were made by a scammer without his authority. What happened In October 2023, Mr D responded to a social media advert for an investment company. Unfortunately, this was a scam. Mr D says the s... (6 pages)View decision -
Decision Reference DRN-5767125
30 Sep 2025 Santander UK Plc Not upheldBanking and PaymentsDRN-5767125 The complaint Ms B complains that Santander UK Plc hasn’t refunded her payments she made to an art investment she now says was a scam. What happened Ms B first invested in art with a company I’ll call ‘S’ in October 2019. She continued to invest until late 2022. However, in ... (5 pages)View decision -
Decision Reference DRN-5652575
30 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5652575 The complaint Mr L complains that Monzo Bank Ltd (“Monzo”) closed his account without notice and took too long to release his closing balance. What happened Mr L had a current account with Monzo. In June 2024, Monzo decided to review Mr L’s account. Following this Monzo de... (4 pages)View decision -
Decision Reference DRN-5517055
30 Sep 2025 Legal and General Assurance Society Limited Not upheldPensions and AnnuitiesDRN-5517055 The complaint Miss C complains that Legal and General Assurance Society Limited (L&G) failed to take her medical history into consideration when arranging her annuity, resulting in the income paid being lower than it should have been. What happened In December 2020 Miss... (2 pages)View decision -
Decision Reference DRN-5551443
30 Sep 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5551443 The complaint Mrs E is unhappy with how Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance (“Novuna”) handled her Section 75 claim regarding faulty sofas. What happened The parties are familiar with the background of this complaint, so I will summarise it briefl... (4 pages)View decision -
Decision Reference DRN-5705923
30 Sep 2025 HARBOUR ROCK CAPITAL LIMITED Not upheldPensions and AnnuitiesDRN-5705923 The complaint Mr B complains Harbour Rock Capital Limited trading as Pension Access (‘Pension Access’) didn’t inform his pension provider of the correct tax to be paid on the pension drawdown monies it was paying to him, causing him financial loss, distress and inconvenience... (5 pages)View decision -
Decision Reference DRN-5798254
30 Sep 2025 J.P. Morgan Europe Limited UpheldBanking and PaymentsDRN-5798254 The complaint Mrs A is unhappy with J P Morgan Europe Limited trading as Chase. Mrs A couldn’t pass security when she called Chase to block her card after it had been stolen. She didn’t feel the security questions were appropriate because this is an online account and norma... (2 pages)View decision -
Decision Reference DRN-5712347
30 Sep 2025 N.I.I.B. Group Limited Not upheldConsumer CreditDRN-5712347 The complaint Ms C complains that a car that was supplied to her under a hire purchase agreement with N.I.I.B. Group Limited, trading as Northridge Finance, wasn’t of satisfactory quality. What happened A used car was supplied to Ms C under a hire purchase agreement with Nor... (3 pages)View decision -
Decision Reference DRN-5748907
30 Sep 2025 N.I.I.B. Group Limited Not upheldConsumer CreditDRN-5748907 The complaint Mr T complains about end of contract charges when his agreement with N.I.I.B Group Limited trading as Northridge Finance ended. What happened Mr T was supplied with a car and entered into a finance agreement with Northridge. In September 2024 at the end of the ... (2 pages)View decision -
Decision Reference DRN-5697204
30 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5697204 The complaint Mr H complains that HSBC UK Bank Plc (‘HSBC’) declined to refund him just under £10,000 which he says he lost as a result of a scam. What happened In January 2024, Mr H invested just under £10,000 in a company I will call ‘M’ who said it was investing in foreig... (6 pages)View decision
