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-5663579
31 Jul 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5663579 The complaint Miss M complains that Monzo Bank Ltd won’t refund money she says she lost to an investment scam. Miss M is being supported in making her complaint by a representative. But for ease, I’ll only refer to Miss M in this decision. What happened The background to thi... (6 pages)View decision -
Decision Reference DRN-5559977
31 Jul 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5559977 The complaint Mr M complains Barclays Bank UK PLC has provided poor customer service. What happened Mr M called Barclaycard with settlement details for a complaint we’d decided and says his compensation was paid into the wrong account. He called Barclaycard on other occasion... (1 page)View decision -
Decision Reference DRN-5721673
31 Jul 2025 Carmoola Limited UpheldConsumer CreditDRN-5721673 The complaint Mr W complains about the quality of a used car he acquired through a hire purchase agreement with Carmoola Limited (‘Carmoola’). Mr W says that the car has a problem with the steering system that started not long after he bought it, and he has been unable to us... (6 pages)View decision -
Decision Reference DRN-5719974
31 Jul 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5719974 The complaint Mr L complains that Mitsubishi HC Capital UK PLC trading as Novuna Personal Finance was irresponsible in its lending to him. He wants all interest and charges he has paid on his loan refunded along with statutory interest and any adverse information removed fro... (3 pages)View decision -
Decision Reference DRN-5646259
31 Jul 2025 American Express Services Europe Limited Not upheldBanking and PaymentsDRN-5646259 The complaint Mr I has complained about the way American Express Services Europe Limited (“AMEX”) dealt with a claim for money back in relation to a stately home stay he paid for with credit it provided. What happened In October 2024, Mr I used his AMEX credit card to pay f... (3 pages)View decision -
Decision Reference DRN-5583844
31 Jul 2025 U K Insurance Limited Not upheldInsuranceDRN-5583844 The complaint Mr E’s complaint is about the rejection of a claim made under his legal expenses insurance cover with U K Insurance Limited (“UKI”). UKI is the underwriter of this policy, i.e. the insurer. Part of this complaint concerns the actions of the agents it uses to de... (5 pages)View decision -
Decision Reference DRN-5070056
31 Jul 2025 Computershare Investor Services Plc Not upheldInvestmentsDRN-5070056 The complaint Mrs P complains that Computershare Investor Services Plc made errors when transferring some of her shares which caused her a financial loss. What happened In March 2024 Mrs P complained to Computershare saying an error was made by them when transferring some sh... (2 pages)View decision -
Decision Reference DRN-5727721
31 Jul 2025 Inspired Financial Solutions Limited Not upheldPensions and AnnuitiesDRN-5727721 The complaint The estate of the late Mrs B complains about the advice that Inspired Financial Solutions Limited (IFSL) gave Mrs B to transfer her defined-benefit (DB) pension to a self-invested personal pension (SIPP). A professional representative initially helped Mrs B to... (13 pages)View decision -
Decision Reference DRN-5727865
31 Jul 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5727865 The complaint Mr G is complaining about Revolut Ltd because it declined to refund money he lost as a result of fraud. What happened Sadly, Mr G fell victim to a cruel impersonation scam. He was contacted by a scammer claiming to be from his bank’s security team who said his ... (6 pages)View decision -
Decision Reference DRN-5622379
31 Jul 2025 Gain Credit LLC Not upheldConsumer CreditDRN-5622379 The complaint Miss J complains that Gain Credit LLC trading as Drafty (“Drafty”) gave her a line of credit without carrying out the appropriate affordability checks. What happened Miss J was granted a running credit facility by Drafty on 30 June 2022. This was for £800 and ... (6 pages)View decision
