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 401363 results
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Decision Reference DRN-6050993
13 Mar 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6050993 The complaint Ms H is unhappy with how Lloyds Bank PLC (Lloyds) dealt with her chargeback claim. What happened The parties are familiar with the background of this complaint, so I will summarise it briefly here, which reflects my informal remit. In May 2025 Ms H purchased an... (4 pages)View decision -
Decision Reference DRN-6108298
13 Mar 2026 Marshmallow Insurance Limited UpheldInsuranceDRN-6108298 The complaint Mr M has complained Marshmallow Insurance Limited voided his motor insurance policy. What happened Mr M took out a motor insurance policy with Marshmallow which began in December 2024. In July 2024 he was involved in a motor incident and reported this to Marshm... (3 pages)View decision -
Decision Reference DRN-6161901
13 Mar 2026 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-6161901 The complaint Mr P complains that Monzo Bank Ltd (Monzo) is refusing to refund him the amount he lost as the result of a scam. Mr P is being represented by a third party. To keep things simple, I will refer to Mr P throughout my decision. What happened The background of this... (4 pages)View decision -
Decision Reference DRN-6120630
13 Mar 2026 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-6120630 The complaint Mr C complains that HSBC UK Bank Plc (HSBC) won’t refund money he lost when he was the victim of a scam. Mr C is represented by a third-party firm, but for ease of reference I will refer to Mr C throughout the decision. What happened The background to this co... (2 pages)View decision -
Decision Reference DRN-6143893
13 Mar 2026 Lex Autolease Ltd Not upheldConsumer CreditDRN-6143893 The complaint Mr F complains about charges and information provided about a vehicle he acquired through a hire agreement financed by Lex Autolease Limited (Lex). What happened Mr F acquired a new car through a hire agreement financed by Lex in December 2022. Mr F complaine... (3 pages)View decision -
Decision Reference DRN-6114787
13 Mar 2026 ClearBank Limited UpheldBanking and PaymentsDRN-6114787 The complaint Mr D is a sole trader, trading as F. He complains that ClearBank Limited (trading as Tide) won’t reimburse money lost to a scam. What happened Mr D’s account is held with Tide and Tide’s bank accounts are provided by ClearBank, so ClearBank is the respondent bu... (6 pages)View decision -
Decision Reference DRN-5882943
13 Mar 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5882943 THE COMPLAINT Mr S complains that Revolut Ltd (“Revolut”) will not reimburse him money he says he lost when he fell victim to fraud. WHAT HAPPENED The circumstances of this complaint are well known to all parties concerned, so I will not repeat them again here in detail. H... (4 pages)View decision -
Decision Reference DRN-6191703
13 Mar 2026 J.P. Morgan Europe Limited Not upheldBanking and PaymentsDRN-6191703 The complaint Mrs H complains that J.P. Morgan Europe Limited trading as Chase did not reimburse the funds she lost to a scam. What happened Mrs H received a call from someone purporting to be from another bank provider she held accounts with who said payments had been attem... (2 pages)View decision -
Decision Reference DRN-6224420
13 Mar 2026 Tandem Bank Limited Not upheldConsumer CreditDRN-6224420 The complaint Mr T’s complaint is, in essence, that Tandem Personal Loans Ltd trading as Tandem (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘... (12 pages)View decision -
Decision Reference DRN-6224405
13 Mar 2026 Mitsubishi HC Capital UK Plc Not upheldConsumer CreditDRN-6224405 The complaint Mr B’s complaint is, in essence, that Mitsubishi HC Capital UK PLC, trading as Novuna Personal Finance (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 197... (6 pages)View decision