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 360982 results
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Decision Reference DRN-5007955
6 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5007955 The complaint Mrs K complains that Monzo Bank Ltd (‘Monzo’) hasn’t refunded her the money she lost in a scam. What happened I’m not going to cover all the points raised in detail. The view of 16 August 2024 covered the details of Mrs K’s testimony. But briefly Mrs K says sh... (5 pages)View decision -
Decision Reference DRN-5241872
6 Jan 2025 Revolut Ltd UpheldBanking and PaymentsDRN-5241872 The complaint Miss T complains that Revolut Ltd processed a contactless card payment, even though she had disabled the card’s contactless functionality. What happened On 6 October 2023 a payment of £1.75 was taken from Miss T’s account as a result of a contactless payment to... (3 pages)View decision -
Decision Reference DRN-5123603
6 Jan 2025 Monzo Bank Ltd UpheldBanking and PaymentsDRN-5123603 The complaint Mr H has complained Monzo Bank Ltd lodged a fraud-related marker on the industry fraud database, CIFAS, in his name. What happened In March 2023 Mr H closed his account with Monzo after receiving a credit of £140 and transferring this out. Monzo then lodged a f... (2 pages)View decision -
Decision Reference DRN-5242100
6 Jan 2025 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5242100 The complaint Ms C complains Volkswagen Financial Services (UK) Limited (VWFS) unfairly terminated her car finance agreement. What happened The details of this case are well known to both parties so I won’t repeat them again, instead I will focus on the reasons for my decis... (5 pages)View decision -
Decision Reference DRN-5128043
6 Jan 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5128043 The complaint Mr R, who is a director of K, complains on their behalf that HSBC UK Bank Plc (‘HSBC’) won’t refund the money they say was lost as the result of a scam. What happened Mr R says he saw an advertisement for an investment with a company I’ll refer to as B, and at... (6 pages)View decision -
Decision Reference DRN-5239455
6 Jan 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5239455 The complaint Mr S complains that he’s unable to set up, or to rely on, account alerts for his accounts with Barclays Bank UK PLC. He says Barclays knows what’s gone wrong, and how to fix it, but just won’t either get on with the fix, or tell him when this might be done. Wha... (5 pages)View decision -
Decision Reference DRN-5203088
6 Jan 2025 U K Insurance Limited Not upheldInsuranceDRN-5203088 The complaint Mr I complains about how U K Insurance Limited (“UKI”) handled a claim for repairs to his car under his motor insurance policy. What happened Mr I had a motor insurance policy with UKI covering his car. In April 2024 he was involved in a collision with a third-... (4 pages)View decision -
Decision Reference DRN-5203305
6 Jan 2025 First Central Underwriting Limited UpheldInsuranceDRN-5203305 The complaint Mr B complains about the repairs that First Central Underwriting Limited made to his car following a claim made on his motor insurance policy. What happened Mr B’s car was hit in the rear by another driver, and he made a claim on his policy. First Central took... (3 pages)View decision -
Decision Reference DRN-5186753
6 Jan 2025 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5186753 The complaint Mr B complains Clydesdale Bank PLC trading as Virgin Money (Virgin) failed to inform him his ISA was maturing. What happened Mr B says he opened a two-year fixed rate Individual Savings Account (ISA) in February 2020. Mr B says when the ISA matured in February ... (3 pages)View decision -
Decision Reference DRN-5241814
6 Jan 2025 Dowgate Capital Limited UpheldInvestmentsDRN-5241814 The complaint Mrs K complains that her portfolio was mismanaged by Dowgate Capital Limited. In summary, she says: She wasn’t included in any decisions to manage her funds, in July 2020 she was moved from ‘cautious’ to ‘moderately high risk’ based funds, without her knowl... (7 pages)View decision
