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 375119 results
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Decision Reference DRN-5663104
2 Sep 2025 Lloyds Bank PLC UpheldBanking and PaymentsDRN-5663104 The complaint Mr H is unhappy with Lloyds Bank Plc. Mr H had a bank account with Lloyds, but he also had a share dealing account with Lloyds too. Lloyds noticed that Mr H had different names noted on the linked accounts and restricted his account access. What happened Mr H ... (3 pages)View decision -
Decision Reference DRN-5666586
2 Sep 2025 Metro Bank PLC UpheldBanking and PaymentsDRN-5666586 The complaint Mrs M complains about Metro Bank PLC. She says that Metro failed to protect her when she fell victim to a cryptocurrency investment scam and would like it to refund her the money she has lost as a result. What happened Mrs M came across an advertisement on so... (3 pages)View decision -
Decision Reference DRN-5435313
2 Sep 2025 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5435313 The complaint Ms H is unhappy Barclays Bank UK PLC will not refund all the money she lost as the result of a scam. What happened As both parties are aware of the details of the scam, I will not repeat them in full here. In summary, Ms H fell victim to an employment scam that... (4 pages)View decision -
Decision Reference DRN-5682952
2 Sep 2025 Black Horse Limited Not upheldConsumer CreditDRN-5682952 The complaint X is unhappy that a car supplied to her under a hire purchase agreement with Black Horse Limited trading as Land Rover Financial Services (Black Horse) was of an unsatisfactory quality. What happened In October 2024 X was supplied with a new car through a hire ... (5 pages)View decision -
Decision Reference DRN-5792579
2 Sep 2025 HARBOUR ROCK CAPITAL LIMITED UpheldPensions and AnnuitiesDRN-5792579 The complaint Mr A is represented. He says HARBOUR ROCK CAPITAL LIMITED trading as Portafina gave him unsuitable advice in 2018 to transfer his Defined Benefits Pension (‘DBP’) to a drawdown arrangement in a Personal Pension (‘PP’). What happened I issued a Provisional Deci... (11 pages)View decision -
Decision Reference DRN-5716297
2 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5716297 The complaint Ms M is being represented by a claims manager. She’s complaining about Revolut Ltd because it declined to refund money she lost as a result of fraud. What happened Sadly, Ms M fell victim to a cruel cryptocurrency recovery scam after she was contacted by scamme... (3 pages)View decision -
Decision Reference DRN-5574262
2 Sep 2025 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-5574262 The complaint Mr E complains that a car that was supplied to him under a hire agreement with Mitsubishi HC Capital UK plc, trading as Novuna Vehicle Solutions, wasn’t of satisfactory quality and about the compensation that it’s paid him for some issues with the car. What hap... (3 pages)View decision -
Decision Reference DRN-5628468
2 Sep 2025 Creation Consumer Finance Ltd Not upheldConsumer CreditDRN-5628468 The complaint Mr C complains Creation Consumer Finance Ltd trading as Creation (“Creation”) reduced his credit limit. What happened In November 2021, Mr C opened a Running Account Credit Agreement (“agreement”) with Creation, with a limit of £5,000 to be used with a specifi... (2 pages)View decision -
Decision Reference DRN-5421523
2 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5421523 The complaint Ms H complains that Revolut Ltd (‘Revolut’) declined to refund her approximately £3,400 which she lost as a result of a scam. What happened The circumstances of this complaint are well known to both parties, so I will not go into every detail of what happened h... (5 pages)View decision -
Decision Reference DRN-5504100
2 Sep 2025 Zopa Bank Limited UpheldConsumer CreditDRN-5504100 The complaint Mr M complains that a car that was supplied to him under a hire purchase agreement with Zopa Bank Limited wasn’t of satisfactory quality. What happened A used car was supplied to Mr M under a hire purchase agreement with Zopa that he electronically signed in Ju... (3 pages)View decision
