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 381196 results
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Decision Reference DRN-5495265
11 Sep 2025 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5495265 The complaint Miss S complains that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY not refund money she says was lost to a scam. Miss S is represented by a firm, but for ease I have only referred to Miss S in this decision. What happened The details of this complaint are w... (2 pages)View decision -
Decision Reference DRN-5757187
11 Sep 2025 Monzo Bank Ltd Not upheldBanking and PaymentsDRN-5757187 The complaint Ms S complains Monzo Bank Ltd won’t refund transactions made from her account which she says she didn’t make or authorise. What happened Ms S is disputing several transactions which debited her account totalling about £4,000 between 3 March 2025 and 27 April 2... (3 pages)View decision -
Decision Reference DRN-5623392
11 Sep 2025 EE Limited Not upheldConsumer CreditDRN-5623392 The complaint Mr L complained about the quality of a mobile phone supplied to him under a fixed sum loan agreement with EE Limited. What happened Mr L bought a mobile phone for around £1,700 through a fixed sum loan agreement with EE in July 2024. He needed to make monthly ... (3 pages)View decision -
Decision Reference DRN-5708842
11 Sep 2025 HSBC UK Bank Plc Not upheldBanking and PaymentsDRN-5708842 The complaint Mr and Mrs H complain that they’re unable to access their online banking via a web browser and HSBC UK Bank Plc (‘HSBC’) hasn’t resolved the issue. What happened Mr and Mrs H usually access their online banking via a web browser using a laptop or PC. In mid-Feb... (3 pages)View decision -
Decision Reference DRN-5469075
11 Sep 2025 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-5469075 The complaint Miss S complains that Lloyds Bank PLC will not refund money she says was lost to a scam. Miss S is represented by a firm, but for ease I have only referred to Miss S in this decision. What happened The details of this complaint are well known to both parties so... (2 pages)View decision -
Decision Reference DRN-5213425
11 Sep 2025 The Royal Bank of Scotland Plc UpheldBanking and PaymentsDRN-5213425 The complaint A company, which I’ll call “R”, complains that The Royal Bank of Scotland Plc failed to protect its account from unauthorised branch counter withdrawals, and how it dealt with the matter once reported. Mr G is the director of R, and the complaint has been raise... (3 pages)View decision -
Decision Reference DRN-5749008
11 Sep 2025 Clydesdale Bank Plc Not upheldInvestmentsDRN-5749008 The complaint Mr P complains that Clydesdale Bank Plc trading as Virgin Money (‘Virgin Money’) failed to collect payments from his new account, which meant he invested less than he’d expected in his stocks and shares ISA. What happened In April 2024 Virgin Money received a ... (2 pages)View decision -
Decision Reference DRN-5586915
11 Sep 2025 Revolut Ltd Not upheldBanking and PaymentsDRN-5586915 The complaint Mr H complains that Revolut Ltd (Revolut) is refusing to refund him the amount he lost as the result of a scam. Mr H has previously been represented by a third party. To keep things simple, I will refer to Mr H throughout my decision. What happened The backgrou... (4 pages)View decision -
Decision Reference DRN-5570668
11 Sep 2025 Aviva Insurance Limited Not upheldInsuranceDRN-5570668 The complaint Miss M complains that Aviva Insurance Limited (“Aviva”) mishandled a claim on her motor insurance policy. What happened The subject matter of the insurance, the claim and the complaint is a hybrid car, first registered in January 2024, when Miss M acquired it.... (3 pages)View decision -
Decision Reference DRN-5603895
11 Sep 2025 Madison CF UK Limited Not upheldConsumer CreditDRN-5603895 The complaint Mr M complains that Madison CF UK Limited trading as 118 118 Money (“118 118 Money”) irresponsibly provided him with a loan he couldn’t afford and didn’t take into consideration his previous bankruptcy. What happened Mr M applied for and was approved for a per... (4 pages)View decision
