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 373834 results
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Decision Reference DRN-5139033
26 Aug 2025 Kroo Bank Ltd Not upheldBanking and PaymentsDRN-5139033 The complaint Miss D complains Kroo Bank Ltd won’t reimburse £3,890 that she lost when she fell victim to a safe account scam. What happened Our investigator didn’t uphold the complaint. She didn’t think any of the payments looked suspicious such that Kroo ought to have mad... (2 pages)View decision -
Decision Reference DRN-5078324
26 Aug 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5078324 The complaint Mr L complains Monzo Bank Ltd won’t refund the money he lost when he fell victim to a scam. What happened Around June 2023, Mr L started speaking to someone I’ll refer to as “H” on a dating app. Speaking over several months, H led Mr L to believe they were in a... (3 pages)View decision -
Decision Reference DRN-5553965
26 Aug 2025 ACI-UK LIMITED Not upheldConsumer CreditDRN-5553965 The complaint Mr D complains ACI-UK Limited said they didn’t know he had a Debt Management Plan (DMP) set up. And despite receiving the agreed payments from the DMP sent a default notice threatening to apply a default on the account. What happened Mr D originally had a loan ... (3 pages)View decision -
Decision Reference DRN-5283893
26 Aug 2025 Interactive Investor Services Limited Not upheldPensions and AnnuitiesDRN-5283893 The complaint Mr D is unhappy that Interactive Investor Services Limited trading as Interactive Investor (ii) did not provide him with sufficient notice that one of his investments was to be liquidated to allow him to sell his investment before the liquidation. He believes t... (4 pages)View decision -
Decision Reference DRN-5450611
26 Aug 2025 Moneybarn No. 1 Limited Not upheldConsumer CreditDRN-5450611 The complaint Mr F says Moneybarn No. 1 Limited (‘Moneybarn’), irresponsibly lent to him. He says that it didn’t make proportionate checks to ensure he could afford the repayments towards a conditional sale agreement to purchase a car. He says that the agreement wasn’t affor... (4 pages)View decision -
Decision Reference DRN-5309631
26 Aug 2025 Amazon Payments UK Limited Not upheldBanking and PaymentsDRN-5309631 The complaint A company, which I’ll refer to as N, complains that it was charged wrongly for VAT services as a result of failings by Amazon Payments UK Limited (“APUK”). What happened N is a seller on Amazon. It signed up for a related subscription facility in respect of VAT... (3 pages)View decision -
Decision Reference DRN-5511603
26 Aug 2025 Aviva UK Digital Limited Not upheldInsuranceDRN-5511603 The complaint Mr H complains about how Aviva UK Digital Limited T/A Quotemehappy.com handled a claim he made under his home emergency insurance following his boiler breaking down. He believes he was mis-sold home emergency insurance. What happened On 27 June 2024, Mr H used... (4 pages)View decision -
Decision Reference DRN-5393288
26 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5393288 The complaint Mr A complains that Barclays Bank UK PLC won’t reimburse him after he made payments to a car dealership, that he now considers to have been a scam. Mr A is professionally represented in bringing his complaint, but for ease of reading I’ll refer to all submissio... (4 pages)View decision -
Decision Reference DRN-5330626
26 Aug 2025 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5330626 The complaint Ms S complains that Royal Bank of Scotland plc trading as Halifax (‘Halifax’) won’t reimburse the funds she lost when she fell victim to a scam. What happened The facts of this case have been set out in detail by the investigator, so I’ll only cover them brief... (4 pages)View decision -
Decision Reference DRN-5296584
26 Aug 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5296584 The complaint Mr K complains that Barclays Bank UK PLC hasn’t refunded him payments he made to an art investment he now says was a scam. What happened In August 2022, Mr K made debit card payments to invest in art with a company I’ll call ‘S’. He purchased art with S until M... (2 pages)View decision
