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-5355479
30 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5355479 The complaint Mr M is unhappy that Monzo Bank Ltd won’t reimburse money he lost to a scam. Mr M is represented by a third-party claims firm, but I will refer to Mr M here. What happened The background to this complaint is well known to both parties, so I won’t repeat every... (3 pages)View decision -
Decision Reference DRN-5682357
30 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5682357 The complaint Mr H complains Barclays Bank UK PLC didn’t do enough to protect him when he fell victim to a crypto investment scam. Mr H is professionally represented, however, to keep things simple, I’ll refer to Mr H throughout my decision. What happened The background to t... (4 pages)View decision -
Decision Reference DRN-5848786
30 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5848786 The complaint Mr R complains that Revolut Ltd won’t refund the full amount of money he lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both parti... (3 pages)View decision -
Decision Reference DRN-5582490
30 Sep 2025 Nationwide Building Society Not upheldBanking and PaymentsDRN-5582490 The complaint Mr G had an account with Nationwide Building Society. Nationwide loaded a marker about him with Cifas, the national fraud database. Mr G is unhappy with the Cifas loading. What happened I’m aware Mr G has made other complaints to our service. This decision will... (3 pages)View decision -
Decision Reference DRN-5840539
30 Sep 2025 FIRST RESPONSE FINANCE LIMITED UpheldConsumer CreditDRN-5840539 The complaint Mr W complains about a car supplied to him using a hire purchase agreement taken out with First Response Finance Limited (“FRFL”). What happened In August 2023, Mr W acquired a used car using a hire purchase agreement with FRFL. The car was over eight years ol... (5 pages)View decision -
Decision Reference DRN-5649837
30 Sep 2025 RCI Financial Services Limited UpheldConsumer CreditDRN-5649837 The complaint Miss K complains that she wasn’t treated fairly by RCI Financial Services Limited trading as Mobilize Financial Services (“Mobilize”) while trying to take out finance for the balloon payment on her car. What happened Miss K was coming to the end of her finance ... (3 pages)View decision -
Decision Reference DRN-5851333
30 Sep 2025 U K Insurance Limited Not upheldInsuranceDRN-5851333 The complaint Mrs P complains that UK Insurance Limited (‘UKI’) – trading as Direct Line – didn’t disclose important information before she cancelled her motor insurance. Mrs P is represented in this complaint by her husband. I’ll refer to both Mr and Mrs P in my decision. W... (3 pages)View decision -
Decision Reference DRN-5833065
30 Sep 2025 The Royal Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5833065 The complaint Mr R complains that an account he had with The Royal Bank of Scotland Plc (“RBS”) didn’t provide him with fair value and that he wasn’t made aware of other products that were more suitable for him. Mr R is represented in bringing this complaint, but for ease of... (4 pages)View decision -
Decision Reference DRN-5571242
30 Sep 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5571242 The complaint Mr G is bringing a complaint against HSBC UK Bank Plc, after it decided not to refund him, following his scam claim. What happened Mr G says a builder – S, turned up at his door and told him work needed doing to his house at a cost of £800. When the work comme... (5 pages)View decision -
Decision Reference DRN-5265612
30 Sep 2025 Amazon Payments UK Limited UpheldBanking and PaymentsDRN-5265612 The complaint A company I’ll call M complains that Amazon Payments UK Limited (APUK) blocked its account for an extended period of time, meaning M wasn’t able to make sales via its Amazon selling account. To put things right, M wants APUK to compensate it for the losses it ... (3 pages)View decision
